Penn National Gaming Player Development Manager in Hobbs, New Mexico
Don’t just work. Work Happy.
A career in gaming? At Zia Park Casino we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include
The following and other duties may be assigned as necessary:
Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
Administers and oversees player coding in Salesforce and monitors team member progress.
Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits.
Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals.
Develops and implements VIP player discretionary comping guidelines.
Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
Represents the Company for VIP player outings and events as needed. Provides professional representation at internal and external meetings and events.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
Maintains strict confidentiality in all departmental and company matters.
To be successful in this position it will require the following skill set
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
Two (2) years of hosting experience with adequate customer following preferred.
Must have excellent verbal, written, and interpersonal skills.
Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
Strong client interface and presentation skills preferred.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have demonstrated ability to drive toward results.
This job will have supervisory responsibilities.
Responsible for staff development and training programs.
Responsible for rewards and recognition program to maximize employee engagement.
Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
Manages work procedures and expedites workflow.
Responsible for employee performance (disciplining, coaching, counseling).
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
Must obtain a First Aid/AED certification. Must successfully complete C.A.R.E or TIPS training.
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.
While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.
Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.
Something to leave you with
Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.
Equal Opportunity Employer
Job ID 2018-55586
Casino Property Zia Park Casino
Position Type Regular Full-Time