We-Ko-Pa Casino - Manager Of V.I.P Player Services in Fort mcdowell

ENTERPRISE: We-Ko-Pa Casino Resort

JOB TITLE: WCR Manager of VIP Player Services

DEPARTMENT NAME: WCR Marketing

REPORTS TO: WCR Marketing Director

SALARY: DOE

POSITION STATUS: Regular Full-Time, FLSA EXEMPT

HOURS PER WEEK: 40

JOB DESCRIPTION:

The Player Development Manager oversees strategies to attract, retain, and enhance the relationships with VIP and upper-tier casino guests, ensuring alignment with revenue goals and customer satisfaction. This role includes monitoring player metrics (trips, theoretical win, ADT), managing host teams, and establishing reinvestment strategies and discretionary comp criteria. They lead VIP interactions, plan exclusive events, and implement targeted marketing for loyalty club members and new guests. Collaboration with other departments ensures VIP recognition, while their administrative responsibilities encompass hiring, training, reporting, and budgeting. The manager also evaluates promotional initiatives and drives efforts to meet occupancy and financial targets through strategic player development.

ESSENTIAL DUTIES:

Provide exceptional guest service to external and internal guests by maintaining and exhibiting the Casino Resort We-Ko-Pa Way Service Standards: Smile and Greet, Name and Meet, Thank you, and Goodbye.
Develops, implements, and maintains a targeted casino customer base, establishing strategies and production standards and policies and procedures for achieving objectives.
Monitors play (numbers of trips. theoretical win, ADT) of upper-tier club members and other player development segments. Manages Hosts and Executive Hosts and establishes accountability standards to ensure host productivity and support of revenue goals through We-Ko-Pa's most valued players.
Assists in determining player re-investment strategy and criteria for issuance of discretionary comps.
Directs VIP staff and call center representatives to ensure that VIP club members and potential customers are reached professionally, courteously, and courteously. Completes bi-weekly reports to the director of marketing summarizing activities (events attended, off-property contacts, recruiting/enhancement ideas).
Maintain detailed knowledge of all casino promotions and enhance players' awareness of them.
Meet bi-weekly (or as needed) with Gaming Directors to ensure each department's VIPs are recognized and rewarded.
Identify and implement strategies for targeted direct marketing to non-We-Ko-Pa guests, including members of other casinos' loyalty clubs.
Plans VIP Events with the Marketing Director to establish eligibility and host quotas that optimize returns.
Through hosts, player development efforts, and marketing programs, assist in filling the hotel and meeting budgeted occupancy quotas.
Maintains appropriate staffing levels in the department by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining, and terminating hosting staff as needed.
Facilitates the flow of information throughout the department by organizing and presiding over regularly scheduled meetings with all direct reports.
Assists with the annual budget process and monthly financial statements for the Player Development Department. Monitors for monthly compliance.
Performs other related duties as required.
Must be able to lift 50 pounds and push or pull 100 pounds.
Must be able to obtain and maintain a State & Tribal Gaming License, including a background check.
Must be 21 or older.
Must pass a pre-employment drug test.

MINIMUM QUALIFICATIONS:

An associate's or bachelor’s degree in business is required.

3 Years of Customer Service/Marketing experience is required.

Knowledge of player data systems and Microsoft Excel is required.

Prior Supervisor/Manager experience is required.

INDIAN PREFERENCE:

Preference will be given to qualified applicants who are members of federally recognized Indian tribes. To be considered for Indian Preference, you must submit your Certificate of Indian Blood (CIB) with your application.

We-Ko-Pa Casino - Manager Of V.I.P Player Services

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