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Player Development Manager

Posted September 2, 2021

Coeur D'Alene Casino Resort Hotel
Worley, ID
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About This Job

Description

The main responsibility of the Player Development Manager is to develop and maintain effective working relationships with the Coeur d’Alene Casino Resort Hotels identified (carded) VIP Guests. Provide service to guests to build player loyalty and increase the number of visits and amount played. Manage the team of Hosts, the budget, the reporting and the logistics of the events.

Responsibilities

  • Manages or supervises guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.  Where guest requests exceed comp/benefit levels document review and approvals must be in writing.
  • Coach the Hosts on how to improve their skills, grow their business and meet their goals.
  • Responsible directly for developing and managing database of clients, and providing periodic reports, at least quarterly, on the status of the database to annual goals, and identifying trend concerns and suggested mitigation plans to the Hospitality Operations Director.  Hosting database must identify and distinguish both carded and non-carded players.
  • Manages or supervises guest reservations by coordinating with Hotel, Spa, Golf, etc. and approving all Room Block and or other service requests.
  • Proficient with Viz Explore, Patron Management and Agilisys management systems and ability to provide database, player performance and criteria reporting to senior management.
  • Exercises discretion and independent judgment when evaluating guest activity, frequency of stay and total spend, in order to determine guest incentives like comps, upgrades, room revisions and special rates for current and future reservations.  Review and establish player value criteria beyond just ADT.
  • Develops and maintains collaborative relationships and synergy with all support departments such as Casino Marketing, Convention Sales & Services, Facilities, Security, Housekeeping, Front Services, Front Office, F&B, SPA, Circling Raven and Executive Offices.
  • Provides strategic input into the marketing plans in order to create new and further cultivate guest relationships in order to grow the database and increase client levels including hosting and managing the coordination of special events for existing, inactive and potential luxury guests.
  • Provides strategic input into ways to further enrich the guest experience and offer unique guest experiences aligned with the brand attributes.
  • Stays abreast of property and departmental goals and if not met communicate with senior management to develop strategies and tactics to mitigate any deficient standing in the departmental goals.
  • Direct, Manage and Supervise the generation of calls (person to person, call center, other) to qualifying VIP guests and achieve the conversion percentage goals as set forth in the strategic plan.
  • Identifies, corrects or modifies systems and structures that create problems or impede commitment to excellence in service.
  • Reviews received guest surveys, comments, complaints and addresses possible departmental/service opportunities for improvement.  Where necessary respond in writing and copy Director.
  • Participate in the research, developments, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position in anticipation of changing guest’s needs within the dynamic hospitality and gaming environment.
  • Supports departmental strategies for guest service, team cooperation, financial responsibility and asset management.
  • Supports a culture of integrity, teamwork, and respect to ensure the long-term continued growth and profitability of the department and property.
  • Maintains a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction.
  • Must be onsite and participating with guests for all major promotions and or entertainment events.
  • Responsible for budget forecasting and planning.
  • Adhere to player’s club related gaming regulations and MICS.
  • Other related job duties as necessary or established by senior Management.

Requirements

Education/Experience

  • Must be able to obtain a Coeur d’Alene tribal gaming license.
  • 3 years Casino Marketing/Executive Hosting experience, 3 years of VIP Services management experience; two years working in customer service related field required. 
  • Associates degree in business and/or marketing or equivalent preferred; high school diploma or equivalent required. 
  • Prior history of excellent customer service experience required.

Skills/Knowledge

  • Personal active customer database preferred.
  • Must have an outgoing customer-service oriented personality. 
  • Strong problem solving and analytical skills required. 
  • Must be able to maintain strict confidentiality. 
  • Must have excellent interpersonal, written, and verbal communication skills.
  • Strong time management skills required.
  • Must be able to multitask. 
  • Excellent networking skills required. 
  • Must be proficient with Microsoft Excel, Word, and Outlook; proficiency with Patron preferred. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job is classified as a medium strength category position.  A person working in this position will exert 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.  While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  Specific vision abilities required by this job include ability to adjust focus.

This description has been designed to indicate the general nature and level of work performed by employees within this position.  The actual duties, responsibilities, and qualifications may vary based on assignment or group.

Additional Information

All applicants must be able to demonstrate their US work authorization during the employment verification process. 

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About this Employer

Coeur D'Alene Casino Resort Hotel

37914 SOUTH NUKWALQW WORLEY
Worley, ID 83876

1 800-523-2464

300 Room Casino

www.cdacasino.com

Revel in the beauty and serenity of our premier resort casino. With a championship golf course, world-class spa, luxury accommodations, award-winning cuisine and the hottest casino games, the perfect getaway begins here.

The Coeur d’Alene Casino Resort Hotel features 300 hotel rooms. The casino offers 1,600 gaming machines and Off-Track Betting, covering some 60,000 square feet of gaming space. Bingo is played every Friday, Saturday and Sunday.

The 30,000 sq. ft. Events Center, 30,000 square feet hosts top name entertainment and converts to the “House of Fury” for boxing events.

Food & Beverages venues include the High Mountain Buffet (breakfast, lunch and dinner), which also offers a seafood buffet on Fridays. Upscale dining is available in the Chinook Steakhouse, and guests can enjoy beverage promotions in the Red Tail Bar & Grill. Entertainment is offered in the Night Hawk Lounge.  

Circling Raven Golf Club, adjacent to the casino and hotel, is an 18-hole, championship course that plays over 620 acres of wetlands, woodlands and natural Palouse grasses.  The pro shop displays a complete line of golf attire, memorabilia and household items.  The Twisted Earth Grill at CRGC offers a complete breakfast, lunch and dinner menu, along with outdoor dining on the deck.

The Coeur d’Alene Casino Resort Hotel (“CCRH”) is a wholly-owned enterprise of the Coeur d’Alene Tribe, a federally-recognized sovereign Indian tribe.

At CCRH, your compensation is more than your paycheck!  CCRH offers flexible benefits programs that allow you to choose personalized packages to meet your individual and family needs. We offer:

  • Medical and dental options including a vision plan.
  • Flexible spending accounts for health care and dependent day care needs.
  • Life insurance coverage.
  • CCRH also provides:
  • A 401(k) with company match and profit-sharing opportunities.
  • Short-term disability coverage.
  • Employee and family counseling assistance plans.
  • Free Public transportation Options.
  • Employee Day Care