Player Development Manager

Summary

This position is responsible for managing all Casino Hosts and all Guest Services stations’ operation activities and initiatives.  In addition, we strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Lead by example and carry out our Five Star Experience to Guests and all Team Members by fulfilling our Mission Statement, Service Promise and following department service standards. This entails consistency performing our service expectations of: Welcoming, Proactive, Seamless, Personalized and Valued.
• Continually coach and support Team Members to ensure they have the skills, tools and resources to successfully complete their jobs, including the delivering of the Five Star Experience expectations.  
• Maintain a strong liaison with all departments to include but not limited to:
• Executive Management
• Promotions/Special Events
• Slot Department
• Table Games Department
• Food and Beverage
• Entertainment Showroom
• Community relations organizations and committees
• Act as a liaison between Marketing and the casino guest, communicating with both to expedite customer requests.
• Maintain a patron log of likes and dislikes of the guests as well as level of play.
• Establish and maintain a close professional relationship with guests and expands the player development base by communicating the Spotlight 29 casino amenities and player club benefits.
• Ensure the highest levels of service by obtaining an itinerary from the Marketing staff prior to the guest's arrival and expediting the itinerary by coordinating and following up with the agenda (i.e. arrival and departure times, hotel, restaurant and show reservations, special diets or needs assistance, local transportation and accommodations, etc).
• Plan and execute an effective and brief tour of the highlights of the facility in the case of a new guest.
• Upon being notified of the guest's arrival, must be present and ready for the guest.
• Must have strong knowledge of all local attractions, points of interest, amenities, and political and social connections.
• Provide constructive feedback to the Marketing staff to ensure guest satisfaction.
• Make recommendations on the creativity of new amenities and the presentation of set-ups to include silver, linen, crystal, etc.
• Review guest service activities and causes reports to ascertain data required for strategic, tactical and personalized guest service operations.
• Direct the preparation of work of the guest service employees as described by the marketing plan; implements and monitors an efficient and effective schedule to obtain optimum utilization of human resources and facilities.
• Coordinate the activities of the guest service staff and dispatching of guest service employees as needed to ensure that the guest service operations meet company and policies and regulations.
• Direct preparation of guest lists, Club 29 member list; promotional and advertised manifests, and plans for successful follow through on guest services as required through promotional efforts of the marketing department.
• Establish and maintain Standard Operating Procedures for all Guest Service positions including measurable performance standards.
• Evaluate training and performance records of employees to determine and formulate training designed to increase employee efficiency.
• Must be available by cell phone 24 hours a day, seven (7) days a week.
• Maintain excellent communications with all Directors and Supervisors.
• Implements approved departmental policies and procedures.
• Ensure the budget for the department is monitored and adhered to by implementing effective processes and procedures.
• Prepare necessary data for the budget in area of responsibility.
• Keep abreast of competitive changes including industry trends and local competitive set.
• Develop, maintain and nurture a positive work environment.
• Responsible for maintaining a disciplined environment and implement practices that promote safety, quality and productivity.
• Help coordinate and supervise training, assignments and development of subordinates.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Able to make difficult decision in a fair and honest manner.
• Strong verbal and written communication skills.
• Perform any other duties that may be assigned from time to time.

Supervisory Responsibilities

Manage directly and indirectly all employees of the Marketing Department.  Adhere to the Tribal organization’s policies, procedures and applicable laws.

Responsible for the overall direction, coordination, and evaluation of this unit.

Carry out supervisory responsibilities which include but are not limited to: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

Education And Experience (Must Be Documented)

• High School Degree (or GED)
• Five (3) years (or equivalent) Supervisory/Management experience.
• College degree in related field preferred.
• Prefer experience as a Casino Executive Host, Player Development Manager, or VIP Club Manager.
• Must have knowledge of Casino Marketing concepts and procedures to ensure the highest level of service.
• Must be skilled to assess the player rating of a guest within minutes. The Player Development Manager must have the theoretical knowledge of all offered gaming activities, their contribution margin, win potential and the basic gaming skill level to explain the functions of the gaming activities to the guest in a way that it is attractive and enticing.
• Must understand and be able to apply and explain the Gaming Rules of Spotlight 29 Casino.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens. 
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

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. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

                                         1.  Tribal Members

                                         2.  Other Native Americans

                                         3.  All other ethnic groups