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Manager - player development
Coconut Creek | careers-seminole.icims.com |
Overview:
OUR COMMITMENT TO SERVICE:
We don't have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties.
Unparalleled Service isn't just a part of our mission statement at Seminole Gaming; it's a commitment to each and every one of our current and future Guests.
Responsibilities:
Assists the Director of Player Development with guest analytics, player relationships, event planning, outside events, and promotional planning. Develops and maintains relationships with existing customers through personal contact in order to generate incremental gaming revenues.
Develops and maintains new business relationships to increase awareness and build customer loyalty. Oversees the daily operation of the Player Development department including managing Player Development Executives, Executive Casino Hosts, Hosts, and Marketing Specialists.
Works with Players Club Manager to ensure both Player Development and Players Club are working together.
Duties & Responsibilities:
• Maintains relationships and markets for our gaming product and amenities to valued guests and develops new business relationships.
• Full understanding of CRM Systems including (but not limited too) CMP, Halo, Unity, QCI, Salesforce and future CRM tools
• Greets guests in the casino and participates in events & special promotions both on and off property.
• Evaluates player ratings to track visits, arranges accommodations, and provides complimentaries, according to established guidelines.
• Effectively handles customer complaints and discrepancies in an efficient and courteous manner.
• Provides special services to include food, beverage, transportation, cross-property events and Player Development programs.
• Works closely with Marketing Specialist on ticketing to on property and off property events.
• Achieves predetermined targeted production quotas, profitability goals and other goals provided by management for entertainment events, special events, gaming revenue and Player Development Team
• Maintains up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
• Monitors daily operations of Player Development staff, reports, and other Marketing areas.
• Assists the Director of Player Development in supervising, coaching, developing, and evaluating all Player Development staff.
• Further assists with hiring, training, supply management, payroll and scheduling.
• Monitors activities that could affect efficiencies and effectiveness of the department including internal controls, department rules and regulations and equipment maintenance.
• Promotes Seminole Casino Coconut Creek by interacting with customers in an enthusiastic, helpful manner.
• Maintains confidentiality of company documents and guest information.
• Ensures consistent service standards are maintained.
• Must have excellent communication skills, judgment, high moral integrity and strong work ethic.
• Conducts themselves in accordance with all Gaming Commission Regulations, and Seminole Tribe of Florida/departmental policies and procedures.
• Other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform the above duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
o Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
o Demonstrate a service level to our Team Members that makes them feel appreciated, acknowledged and improves their understanding of their role within the company
o Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
o Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
o Must be able to work a variety of schedules, to include evenings, weekends and holidays.
Education and/or Experience:
Six years casino marketing and supervisory experience is required. High school diploma or equivalent required, while a college degree is preferred, or an equivalent combination of education and experience.
Knowledge, Skills and Abilities (KSA’s):
Must have a thorough understanding of the Player’s Club (CMP) and Halo programs with the ability to analyze customer playing behavior. Understanding of QCI, Salesforce and other CRM systems or the ability to learn them quickly is required
Must have the ability to make sound decisions in providing complimentaries based on tracked play.
Must have the ability to organize and maintain a wide variety of activities on a supervisory, clerical, accounting and guest service levels.
Excellent interpersonal, communication, team-building, and problem solving skills required.
Must be able to initiate and engage in conversation in a friendly and professional manner.
Must be able to work as a team.
Must be able to respond calmly and handle multiple customer demands in a fast paced environment.
Language Skills: Ability to read and understand all Seminole Tribe of Florida policies and procedures.
Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
Must be able to complete standard Seminole Tribe of Florida forms and reports.
Must be able to speak to the general public and/or groups of individuals.
Mathematical Skills:
Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities.
Must have a high understanding of analyzing marketing and promotions data.
Reasoning Ability & Computer Skills:
Ability to function and manage in non-standard situations where independent judgment is required and limited guidelines exist.
Must be computer literate.
Strong knowledge of Microsoft Office, Excel, and Word is required.
Certificates, Licenses, and Registrations: Must apply for, obtain and remain eligible for the appropriate Seminole Tribal Gaming License.
Physical Demands:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position.
WORK ENVIRONMENT:
The working conditions found are those found in environmental factors typical in an indoor, climate controlled office environment. Exposure to casino related environmental factors including, but not limited to crowds, second hand smoke and excessive noise.
EMPLOYMENT PREFERENCE:
The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements.
Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements.
OUR COMMITMENT TO SERVICE:
We don't have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties.
Unparalleled Service isn't just a part of our mission statement at Seminole Gaming; it's a commitment to each and every one of our current and future Guests.
Responsibilities:
Assists the Director of Player Development with guest analytics, player relationships, event planning, outside events, and promotional planning. Develops and maintains relationships with existing customers through personal contact in order to generate incremental gaming revenues.
Develops and maintains new business relationships to increase awareness and build customer loyalty. Oversees the daily operation of the Player Development department including managing Player Development Executives, Executive Casino Hosts, Hosts, and Marketing Specialists.
Works with Players Club Manager to ensure both Player Development and Players Club are working together.
Duties & Responsibilities:
• Maintains relationships and markets for our gaming product and amenities to valued guests and develops new business relationships.
• Full understanding of CRM Systems including (but not limited too) CMP, Halo, Unity, QCI, Salesforce and future CRM tools
• Greets guests in the casino and participates in events & special promotions both on and off property.
• Evaluates player ratings to track visits, arranges accommodations, and provides complimentaries, according to established guidelines.
• Effectively handles customer complaints and discrepancies in an efficient and courteous manner.
• Provides special services to include food, beverage, transportation, cross-property events and Player Development programs.
• Works closely with Marketing Specialist on ticketing to on property and off property events.
• Achieves predetermined targeted production quotas, profitability goals and other goals provided by management for entertainment events, special events, gaming revenue and Player Development Team
• Maintains up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
• Monitors daily operations of Player Development staff, reports, and other Marketing areas.
• Assists the Director of Player Development in supervising, coaching, developing, and evaluating all Player Development staff.
• Further assists with hiring, training, supply management, payroll and scheduling.
• Monitors activities that could affect efficiencies and effectiveness of the department including internal controls, department rules and regulations and equipment maintenance.
• Promotes Seminole Casino Coconut Creek by interacting with customers in an enthusiastic, helpful manner.
• Maintains confidentiality of company documents and guest information.
• Ensures consistent service standards are maintained.
• Must have excellent communication skills, judgment, high moral integrity and strong work ethic.
• Conducts themselves in accordance with all Gaming Commission Regulations, and Seminole Tribe of Florida/departmental policies and procedures.
• Other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform the above duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
o Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
o Demonstrate a service level to our Team Members that makes them feel appreciated, acknowledged and improves their understanding of their role within the company
o Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
o Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
o Must be able to work a variety of schedules, to include evenings, weekends and holidays.
Education and/or Experience:
Six years casino marketing and supervisory experience is required. High school diploma or equivalent required, while a college degree is preferred, or an equivalent combination of education and experience.
Knowledge, Skills and Abilities (KSA’s):
Must have a thorough understanding of the Player’s Club (CMP) and Halo programs with the ability to analyze customer playing behavior. Understanding of QCI, Salesforce and other CRM systems or the ability to learn them quickly is required
Must have the ability to make sound decisions in providing complimentaries based on tracked play.
Must have the ability to organize and maintain a wide variety of activities on a supervisory, clerical, accounting and guest service levels.
Excellent interpersonal, communication, team-building, and problem solving skills required.
Must be able to initiate and engage in conversation in a friendly and professional manner.
Must be able to work as a team.
Must be able to respond calmly and handle multiple customer demands in a fast paced environment.
Language Skills: Ability to read and understand all Seminole Tribe of Florida policies and procedures.
Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
Must be able to complete standard Seminole Tribe of Florida forms and reports.
Must be able to speak to the general public and/or groups of individuals.
Mathematical Skills:
Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities.
Must have a high understanding of analyzing marketing and promotions data.
Reasoning Ability & Computer Skills:
Ability to function and manage in non-standard situations where independent judgment is required and limited guidelines exist.
Must be computer literate.
Strong knowledge of Microsoft Office, Excel, and Word is required.
Certificates, Licenses, and Registrations: Must apply for, obtain and remain eligible for the appropriate Seminole Tribal Gaming License.
Physical Demands:
The physical demands described here are representative of those that must be met by an incumbent to successfully perform the duties and responsibilities of the position.
WORK ENVIRONMENT:
The working conditions found are those found in environmental factors typical in an indoor, climate controlled office environment. Exposure to casino related environmental factors including, but not limited to crowds, second hand smoke and excessive noise.
EMPLOYMENT PREFERENCE:
The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements.
Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements.
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