Player Development Manager

Job Summary

The Nash Casino, a premier gaming and entertainment destination in New Hampshire, is seeking a motivated candidate eager to work in a dynamic and growing environment. The Player Development Manager is responsible for driving guest development through prospecting, promotions, events, and additional guest relationship management activities.

• Responsible for the overall operation and administration of the Player Development department and host program.
• Ensure all hosted guests are informed of all special events, promotions, and entertainment through direct mail, social media, telemarketing, and guest contact on the floor.
• Extend complimentary meals and appropriate incentives in accordance with company policy to drive visits and results.
• Assist with the development and implementation of special events and promotions and ensure host schedules meet the business needs of the property.
• Analyze hosted guest incremental play resulting from attendance at special events, team promotions, and entertainment.
• Assist in developing and adhering to operating budgets.
• Responsible for generating and achieving specific revenue goals by developing new and existing high‑end players.
• Develop new premium players by identifying their interests and encouraging a higher number of return trips through player events and customization of the player experience.
• Always maintain strict confidentiality of guest information.
• Enthusiastically support, actively promote, and demonstrate superior guest service in accordance with department and company standards and programs.
• Utilize effective communication tools to ensure that consistent, accurate, and timely information is provided to all shifts.
• Ensure guest satisfaction in all areas and report concerns or other observations to management, including player feedback.
• Engage new members/visitors to the property and provide them with information about the property, events, offerings, and entertainment.
• Contact players whose play or visit frequency has declined to determine if the relationship can be repaired.
• Assist in resolving issues and requests from players as needed and clearly communicate any relevant issues to appropriate department heads.
• Issue appropriate comps to eligible players.
• Encourage incremental visitation and new member acquisition in the Players Club.
• Provide consistent, detailed reports to the appropriate parties daily, including overall feedback on daily/nightly events, top players/VIPs, and new member feedback.
• Regularly monitor levels of play across all player tier levels and review daily player activity.
• Periodically host promotions and giveaways with energy and enthusiasm.
• Assist the Players Club with special projects, as needed or as assigned by the Director of Marketing or Marketing Manager.
• Protect company assets and report fraudulent or suspicious activities.
• Provide big service to internal guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset.
• Develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors.
• Ensure that work activities are completed accurately, efficiently, and in a timely manner.
• Work safely in accordance with company safety policies and procedures.
• Maintain regular attendance at scheduled shifts and staff meetings.
• Maintain professionalism and a friendly and approachable demeanor throughout the workday.
• Assist with training/mentoring of new team members as requested.
• Maintain appearance standards in accordance with established uniform and appearance guidelines.
• Inform the manager on duty of any irregularities and unusual situations when they occur.
• Keep a friendly, calm, and helpful demeanor in high‑stress situations and a continuously fast‑paced environment.
• Conduct all interactions with honesty and integrity.
• Work independently with little supervision or as part of a team as required.
• Remain compliant with all legal and company…