Player Development Manager
Wilmington, DE
Full Time
Manager/Supervisor
JOB RESPONSIBILITIES:
- Lead, supervise, hire, train, schedule, and develop the Player Development and Asian Marketing teams.
- Serve as a role model by fostering a culture of professionalism, accountability, and exceptional guest service.
- Coach, mentor, and develop Executive Hosts and Asian Executive Hosts to ensure adherence to company service standards and performance expectations.
- Clearly communicate departmental goals, performance expectations, and service standards while providing ongoing guidance and feedback.
- Address team member concerns and resolve workplace issues professionally, ensuring timely and effective follow-up.
- Maintain strict confidentiality regarding employee matters and sensitive departmental information.
- Ensure the consistent delivery of exceptional guest service across all areas of responsibility.
- Respond to, investigate, and resolve guest concerns and issues with professionalism, discretion, and adherence to established policies and procedures.
- Foster strong guest relationships through personalized service and proactive engagement.
- Ensure compliance with all company policies and procedures, Delaware Lottery Rules and Regulations, and all other applicable regulatory requirements.
- Handle confidential and sensitive information with integrity and discretion.
- Oversee departmental operations to ensure efficiency, consistency, and alignment with organizational objectives.
- Lead and develop Player Development initiatives to achieve targeted growth in player reinvestment, gaming revenue, guest engagement, and host productivity metrics.
- Collaborate with internal departments to communicate and execute special events, promotions, tournaments, drawings, and marketing programs.
- Assist with the planning, execution, and evaluation of marketing events and promotional activities as needed.
- Manage and administer Executive Host and Asian Executive Host incentive plans in partnership with Planning & Analysis and the Vice President of Marketing.
- Ensure adherence to approved marketing budgets and support pre- and post-event performance analyses.
- Provide operational support during events, promotions, tournaments, and drawings as necessary.
- Perform other duties as assigned.
- Bachelor's degree required.
- Minimum of five (5) years of progressive Casino Marketing experience required.
- Experience leading and developing high-performing teams preferred.
- Strong leadership, coaching, interpersonal, and guest service skills.
- Excellent verbal, written, and organizational skills.
- Proficiency in Microsoft Office Suite and Casino Marketplace systems.
- Ability to work independently with minimal supervision while also collaborating effectively across departments.
- Demonstrated ability to handle sensitive and confidential information with discretion.
- Strong problem-solving and conflict-resolution skills.
- Ability to comprehend, retain, and effectively execute written, verbal, and demonstrated instructions.
- Must be able to successfully complete the Delaware State Lottery background investigation and licensing process.
- Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
- Must be able to lift, push, and/or pull up to 50 pounds without difficulty.
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