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Director of Player Development/Executive Host

Lead VIP experiences at Tioga Downs! Drive loyalty and revenue by managing Player Development, cultivating high-value guests, and creating unforgettable events. If you're a strategic, service-driven pro—this is your moment.

We offer unique benefits like onsite Daycare, Tuition Reimbursement, and discounts at our Hotel, Restaurants, and Spa. We have 3 Medical Plans to choose from. 2 Vision Plans, 2 Dental Plans, Accident, Hospital, and Critical Illness are available, as well. STD, LTD, and Life Insurance policies are our gift to you as a FT Employee. You will be 100% vested in your 401k Plan from the beginning. Paid Time Off, Sick Time, and Holiday Pay are yours to enjoy!”

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

+ Maintain up-to-date knowledge of and ensure compliance with all house rules and regulations.

+ Hires, supervises, trains, counsels and evaluates all subordinates.

+ Responsible for acquiring new high-end business through external marketing initiatives and strategic on property marketing events

+ Responsible for attending marketing meetings as a source of knowledge concerning the participation of player development team members in upcoming marketing promotions and special events.

+ Serve as the primary point of contact for assigned VIP guests, ensuring top-tier customer service and satisfaction.

+ Develop personalized experiences, including complimentary services, dining, entertainment, and hotel accommodations based on player worth and property guidelines.

+ Analyze player data to determine incentives and offers, using casino management systems.

+ Responsible for booking high-end guests for special events and tournaments as well as managing the attendance lists for the events.

+ Creates and manages strategic Player Development marketing plans to achieve company revenue goals.

+ Develops and executes Player Development plans and programs within market area as it relates to Player Development.

+ Identifies and establishes relationships with casino guests. Provides regular communication with and superior service for VIP gaming customers to drive trips and revenue growth.

+ Assists with implementation of special programs, promotions, and events calendar to stimulate business opportunities.

+ Coordinate with departments including hotel, spa, food and beverage, security and marketing to meet guest needs.

+ Utilizes on property staff to resolve customer service gaps and deliver service recoveries in order to ensure guest satisfaction.

+ Monitor and report player activity, spending habits, and visitation to optimize promotional efforts and improve retention.

+ Reviews comp exception report for adherence to property standards and policies.

+ Oversees delivery of amenities to high-end & premium guests in accordance with established policies and procedures

+ Provides preliminary Pro-Formas on all prospective Player Development events.

+ Coordinates with Database Marketing Manager to improve and maintain accurate records of rated guest play activity.

+ Maintains world class service levels by training and evaluating player development team members.

+ Extends complimentaries in accordance with the approved comp matrix to ensure maximum revenue can be achieved.

+ Decides the final outcome of guest disputes involving complimentary items when an appropriate resolution cannot be reached by a manager.

+ All other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Manages all VIP Department associates. Responsible for the overall direction, coordination, and evaluation of these units.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates, planning, assigning, and directing work, appraising performance, rewarding and disciplining associates, addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Bachelor’s degree in Business Administration or Hospitality preferred. Minimum of five years’ experience as an Executive Casino Host required. One year of supervisory experience required.

SPECIAL QUALIFICATIONS:

Must possess excellent communication skills. Must be able to demonstrate all aspects of hospitality, professionalism, prompt and courteous service, with extreme attention to detail. Must maintain a professional appearance and represent the property with the highest standards of integrity and hospitality. Strong sales and relationship-building ability. Ability to multitask and thrive in a fast-paced environment.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Associate is regularly required to talk or hear. The Associate is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Associate is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. While on casino floor noise level increases to loud.

Benefits Include:

+ Daycare services for employees only - open 7 Days a Week 7 am until 11 pm at Great Rates (Subsidy may also be available)

+ Generous 401K plan - 100% Vested from the beginning!

+ Medical, Dental, Vision and Life Insurance available for Full-Time Employees

+ Paid Time Off, Sick Time and Holiday Pay

+ Tuition Reimbursement for eligible employees

+ Discounts for our Hotel, Restaurants, Spa Services, and more!