Player Development Manager Varied Shifts

The Player Development Manager is responsible for overseeing the VIP Services department, developing and implementing strategies to attract and retain VIP clientele, ensuring guest satisfaction and a memorable experience. This position requires strong leadership skills, and a proven knowledge of the gaming and hospitality industry. RESPONSIBILITIES:

VIP Guest Experience Management

• Develop and maintain strong relationships with VIP guests, ensuring their needs and expectations are exceeded throughout their stay.
• Act as the main point of contact for VIP guests, providing personalized attention and addressing any inquiries, requests, or concerns promptly and professionally.
• Coordinate VIP arrivals and departures, ensuring a smooth check-in/check-out process.
• Proactively engage with VIP guests to anticipate their needs and preferences, ensuring a customized and memorable experience.
• Manage the VIP Hosts; schedules, quotas, lists and activities to increase productivity sales and VIP customer visits.

VIP Program Development and Implementation

• Collaborate with the Marketing team to develop and enhance the Nugget Casino Resort's VIP program, including exclusive benefits, rewards, and promotions.
• Identity opportunities to elevate the VIP experience including, organizing special events, private gaming sessions, and tailored amenities.
• Conduct market research and competitor analysis to stay informed of industry trends, and implement innovative VIP program enhancements.

VIP Services Team Management

• Lead and supervise the VIP Services team providing guidance, training and support, ensuring exceptional service delivery.
• Foster a positive and collaborative work environment, promotion teamwork and professional development among team members.
• Ensure adequate staffing levels during peak periods and special events.
• Conduct performance evaluations, providing positive feedback to team members to optimize their performance and growth.

VIP Problem Resolution

• Act as a mediator between VIP guests and other resort departments, address and resolve all concerns, complaints, or issues that may arise to a positive conclusion.
• Investigate guest complaints, identify areas for improvement and implement appropriate corrective measures.
• Collaborate with other departments such as, Housekeeping, Food & Beverage, and gaming areas, ensuring a seamless VIP service delivery.

VIP Clientele Development

• Work closely with the Sales and Marketing teams to identify potential VIP clients, and develop strategies to attract and retain them.

• Represent the Nugget Casino Resort in a positive and professional manner at all industry events, conferences, and networking opportunities, building relationships with potential VIP players.

• Develop and execute targeted marketing initiatives to enrage existing VIP guests and attract new clientele.

• Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.

• Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.

• Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.

• Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.

• Regular predictable attendance is required.

• Other duties and responsibilities as assigned.

Do you have experience in Microsoft Outlook?, Do you have a High school diploma or GED?, Minimum 21 years of age. Minimum 5 years VIP Services or luxury hospitality is preferred. EDUCATION LEVEL: A Bachelor's degree in Hospitality management, Business Administration, or related field is preferred. High School diploma or equivalent is required. LANGUAGE: Effectively communicate with others both verbally and in written form using the English language. EXPERIENCE: Minimum 5 years in a casino, or luxury hospitality environment is required. Advanced knowledge of casino operations, VIP programs, and gaming regulations is preferred. Proficient in the use of CRM software and other related systems. SPECIAL SKILLS: Advanced skills in Microsoft Office including, Excel, Word, PowerPoint and Outlook. Expert skills for Hotel Reservation Systems and player tracking systems. LICENSE/CERTIFICATION: Employee Gaming registration required. Alcohol Awareness Certification is required. PHYSICAL DEMANDS AND WORK ENVIRONMENT: Ability to walk, stand, or sit for extended periods of time. Ability to lift, and move product up to 50 lbs. Fine finger manipulation. Work environment may include smoke and variable temperature, lighting, and noise levels. Work may be performed indoors and outdoors during special events.