Player Development Manager

Job Details

Job Location:

Coachella, CA 92236

Position Type:
Full Time

Job Shift: Any

Job Category:
Marketing

This position is responsible for managing all Casino Hosts and all Guest Services stations’ operation activities and initiatives. In addition, we strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise:
We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Lead by example and carry out our Five Star Experience to Guests and all Team Members by fulfilling our Mission Statement, Service Promise and following department service standards. This entails consistency performing our service expectations of:
  Welcoming, Proactive, Seamless, Personalized and Valued.
• Continually coach and support Team Members to ensure they have the skills, tools and resources to successfully complete their jobs, including the delivering of the Five Star Experience expectations.
• Maintain a strong liaison with all departments to include but not limited to:
• Executive Management
• Promotions/Special Events
• Slot Department
• Table Games Department
• Food and Beverage
• Entertainment Showroom
• Community relations organizations and committees
• Act as a liaison between Marketing and the casino guest, communicating with both to expedite customer requests.
• Maintain a patron log of likes and dislikes of the guests as well as level of play.
• Establish and maintain a close professional relationship with guests and expands the player development base by communicating the Spotlight 29 casino amenities and player club benefits.
• Ensure the highest levels of service by obtaining an itinerary from the Marketing staff prior to the guest's arrival and expediting the itinerary by coordinating and following up with the agenda (i.e. arrival and departure times, hotel, restaurant and show reservations, special diets or needs assistance, local transportation and accommodations, etc).
• Plan and execute an effective and brief tour of the highlights of the facility in the case of a new guest.
• Upon being notified of the guest's arrival, must be present and ready for the guest.
• Must have strong knowledge of all local attractions, points of interest, amenities, and political and social connections.
• Provide constructive feedback to the Marketing staff to ensure guest satisfaction.
• Make recommendations on the creativity of new amenities and the presentation of set-ups to include silver, linen, crystal, etc.
• Review guest service activities and causes reports to ascertain data required for strategic, tactical and personalized guest service operations.
• Direct the preparation of work of the guest service employees as described by the marketing plan; implements and monitors an efficient and effective schedule to obtain optimum utilization of human resources and facilities.
• Coordinate the activities of the guest service staff and dispatching of guest service employees as needed to ensure that the guest service operations meet company and policies and regulations.
• Direct preparation of guest lists, Club 29 member list; promotional and advertised manifests, and plans for successful follow through on guest services as required through promotional efforts of the marketing department.
• Establish and maintain Standard Operating Procedures for all Guest Service positions including measurable performance standards.
• Evaluate training and performance records of employees to determine and formulate training designed to increase employee efficiency.
• Must be available by cell phone 24 hours a day, seven (7) days a week.
• Maintain excellent communications with all Directors and Supervisors.
• Implements approved departmental policies and procedures.
• Ensure…