Player Development Manager

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

• Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
• Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
• Administers and oversees player coding in Salesforce and monitors team member progress.
• Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits.
• Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
• Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals.
• Develops and implements VIP player discretionary comping guidelines.
• Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
• Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events.
• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
• Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
• Maintains strict confidentiality in all departmental and company matters.

• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
• Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
• Two (2) years of hosting experience with adequate customer following preferred.
• Must have excellent verbal, written, and interpersonal skills.
• Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and…