Position Summary: 

The Player Development Supervisor is responsible for the supervision and leadership for VIP Hosts and Telemarkerters. Ensuring that the VIP department is focused on player development and cultivating new player base. They are involved with player activities and are expected to respond to guest situation as they arise.

Essential Duties and Responsibilities: 

• Provide an exceptional level of courtesy and service to all guests.
• Responsible for on-site supervision of Player Development (PD) events and staff in the absence of the PD Manager.
• Act as a liaison and anticipate guest needs and effectively address guest issues when they arise.
• Be proficient on the designated player tracking system. 
• Conduct regular meetings to exchange information and keep employees involved with upcoming promotions.
• Review reports to track patron play. Follow up with Hosts to ensure that contacts are being conducted appropriately and in a timely manner.
• Creatively help the department cultivate new patrons.
• Develop and interact with other departments to coordinate VIP events.
• Maintain an active presence of availability on the casino floor and at VIP events to ensure guests are receiving a favorable gaming experience and build player loyalty.
• Attend company-sponsored and/or participant events.
• Assist with the operation of the Player Development department, successful performance of employees, and a favorable guest experience.
• Assist with managing, delegating duties, and the performance and development of department staff; inclusive of interviewing, hiring, training, evaluating, coaching, and termination of staff.
• Manage expenses based on budgeted guidelines and business volumes to include payroll and staffing levels.
• Perform all functions of personnel within span of control, as needed.
• Assure an environment which emphasizes cooperation, communication, and teamwork with all departments.
• Support compliance with all internal procedures and regulatory requirements, including those associated with underage and intoxicated guests. 
• Support current law and policy to provide a work environment free from illegal and discriminatory behavior.
• Promote and ensure the safety and security of all guests and employees.
• Complete job duties with minimal supervision, maintain acceptable attendance, and use appropriate judgment and decision-making skills.
• Job duties, tasks, work hours, work requirements, and other duties as assigned may be added or changed at any time.

Knowledge, Skills, and Abilities: 

• Ability to effectively understand the player tracking system including reading customer accounts, comp points, theoretical win, and actual win.
• Ability to effectively communicate and possess an exceptionally friendly demeanor and attitude with all guests.
• Must be able to stand/walk for up to eight (8) consecutive hours.
• Has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow employees.
• Ability to maintain strict confidentiality including, but not limited to, employee data, player activity, claim activity, financial data, marketing plans, and policies.
• Ability to effectively utilize conflict-resolution techniques.
• Ability to analyze and interpret departmental needs and results.
• Ability to solve complex problems and maintain mental concentration for significant periods of time.
• Ability to perform assigned duties under frequent time pressures and in an interruptive environment.
• Ability to use telephone, copy/fax machine, computer, Microsoft Office, hand-held radio, and any department-specific equipment, tools, and computer software.
• Ability to perform a broad variety of tasks and deadlines with an irregular work schedule.
• Ability to communicate effectively with guests and all levels of employees in both oral and written form.
• Ability to work in casino and office environment with excessive noise levels, bright lights, and smoke environment.
• Knowledge of all facilities and promotional events available to guests on property.

Job Specific Knowledge: 

• Specialized – A sound understanding of and skill in several activities which involve a variety of practices and precedents or a basic understanding of the theory and principles of the discipline. Typically requires an Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or two years related experience and/or training; or equivalent combination of educations and experience.

Managerial Knowledge: 

• Supervisor - Direction of group activities which are similar in content with appropriate awareness of other activities that may impact group performance or output.

Human Relations Skills: 

• Critical – Skills in understanding and motivating people and negotiation. This is the highest level of interpersonal skills, usually required for positions that are accountable for the development, motivation, assessment, and reward of other employees.

Thinking: 

• Generally Defined – Thinking within a general frame of reference toward functional objectives.  This is done in situations characterized by intangible or unstructured aspects.

Problem Solving: 

• Adaptive – Variable situation requiring analytical, interpretative, evaluative, and/or constructive thinking.

Decision Making: 

• Moderate – Practices and procedures covered by precedents or well-defined policies, and supervisory review.

Scope: 

• Moderate – Results typically affect an entire department and may have some impact on other departments and/or are externally focused affecting a large customer base.

Impact: The degree to which this position affects or brings about the results expected of their department or function.

• Shared – Equal/joint control of the activities and resources which produce the results or control most (but not all) of the variables which are significant in determining results.

Certificates, Licenses, Registrations: 

• Must hold a valid gaming license in accordance with the Illinois Gaming Board. 
• Must complete all company-required training within designated time frames.