GENERAL SUMMARY
Responsible for overseeing the Player Development, VIP Services Departments and Casino Special Events.
FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.
KEY RESPONSIBILITIES
PLAYER DEVELOPMENT:
• Develop and maintain an aggressive acquisition program that is responsive to the changes in our target markets. Identify new customer segments for player development through outside campaigns and develop a team qualified to increase incremental gaming revenue.
• Develop a maintenance program that insures our existing guests remain loyal, long-term Pechanga players with emphasis on measurable guidelines to monitor guest contacts, event effectiveness, defections, and guest satisfaction.
• Establish a consistent “recovery” program for guests who have left Pechanga selected milestones with emphasis on creative solutions to overcome objections and obstacles.
• Establish goals and objectives for all members of the Player Development team as well as mechanisms to monitor and report results.
• Oversee all operational issues related to the Host staff including: scheduling, training, administrative functions, development and compliance with policies and procedures.
• Assist Marketing in the development of processes that will audit comps, point redemptions, point adjustments and any other rewards to guests. Utilize these same measurements as one indicator of individual host productivity
• Oversee the telemarketing process; establishing benchmarks and performance standards.
• Make recommendations for the reinvestment matrix including comps, cash back, discounts and other incentives to insure we are investing in the right guests and activities to maximize profitability.
• Ensure player development team members are well informed of all Pechanga events, as well as off-property events which could benefit Pechanga in our guests’ own neighborhoods, their interest groups and/or their communities.
• In conjunction with Marketing, create and develop strong, demographically segmented marketing programs to be implemented by specific PD individuals in the area of their expertise. Such programs should be built with resources mirroring each segment’s profit potential.
• Develop and oversee a strong telemarketing host program for acquisition and retention with established performance benchmarks.
VIP SERVICES:
• Oversee all operational issues related to the Host staff and Casino Events including: scheduling, training, administrative functions, development and compliance with policies and procedures.
• Develop programs to insure that all Pechanga team members are aware and responsive to VIP guests.
• Maximize VIP Room utilization through yield management.
• Maximize VIP Casino Event participation
• Manage VIP lounge staff through yield management to maximize player service
MANAGEMENT:
• Coach and counsel team members as needed for professional improvement.
• Assist in the development of budgets and forecasts.
• Assist in the development of short and long-range strategic marketing plans to enhance the opportunity for casino growth.
• Assist in the annual marketing plan for the property that supports and is supported by the overall brand strategy for the company.
• Provide feedback to senior management regarding service levels, profitability and opportunities
• Review and analyze activities, costs, operations, and forecast data to determine department progress toward stated goals and objectives
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CASINO GAMING EVENTS / HOTEL MARKETING / FOOD & BEVERAGE:
• Provide the Player Development resources required for each of the departments to insure they achieve their respective goals.
• Provide input and insight to these programs from a Player Development perspective to help these departments improve their products for our premium gaming guests.
• Assist in the development of pre and pro formas for all Casino events impacting PD.
• Ensure events achieve performance goals
• Assist in development and scheduling of gaming tournaments with impacted departments.
• Develop tournament schedule and calendar
GAMING INDUSTRY EXPERIENCE IS REQUIRED
PHYSICAL/MENTAL REQUIREMENTS
• This position requires sitting for long periods of time (5 hours per day).
• Must possess the ability to reach below shoulder level.
• Ability to use repetitive finger movement on (computer), and to use repetitive twisting of wrists or hands on (computer).
• Ability to work in a busy casino environment.
MINIMUM QUALIFICATIONS
• Excellent verbal and written communication skills. Multiple languages is a plus.
• Five years of managerial experience in Player Development or Casino Sales
• Working knowledge of PC computers and player tracking systems (preferably Bally CMP)
• Microsoft Excel proficiency
• Excellent organization and time-management skills are a must.
• Adaptive to change with a positive attitude
• Honesty and integrity
• Ability to qualify to obtain a Class “A” gaming license
Pechanga Resort & Casino will at all times and for all positions give hiring transfers and promotional preferences to qualified applicants in the following order: 1) Pechanga Band of Mission Indian Members, 2) Pechanga Band Member Spouses, 3) Other American Indians, and 4) All Others.