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Job Title: Director of Player Development & Winner’s Club

Department: Executive

Reports To: General Manager

FLSA Status: Exempt

Closing Date: Open Until Filled

SUMMARY : The Director of Player Development & Winner’s Club will be responsible for the overall operation and leadership of the Winner’s Club and Player Development Department of the Akwesasne Mohawk Casino Resort. Under the supervision of the General Manager/Senior Director of Casino Operations, the incumbent monitors and analyzes all methods of guest service and key areas dealing with developing and maintaining a player database. All duties are to be performed within the guidelines of the Akwesasne Mohawk Casino Resort policies and procedures, Internal Control Standards and objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following:

+ Responsible for consistently improving the guest experience at the Akwesasne Mohawk Casino property.

+ Monitor and administrate top level/key customer recovery reports and response programs.

+ Use guest response data to work with operational managers to enhance service delivery systems and improve the customer experience.

+ Ensures Winner’s Club operates in accordance with applicable laws, regulations, policies and procedures and all duties are executed in a prompt, professional and courteous manner.

+ Use analytical skills and ability to produce reports and data trending to influence key leaders to understand the interdependency of service components.

+ Investigating, troubleshooting, and correcting guest issues related to Winner’s Club accounts either in person, or via forms, letters and phone calls.

+ Working closely with the gaming department regarding guest issues, additional directions and improvements.

+ Monitor staff performance, behavior and attendance, administering disciplinary action.

+ Resolves external guest issues professionally.

+ Lead the Player Development Team to optimal revenue and profitability.

+ Maintain close ties with targeted guests through personal contact.

+ Reviews customer profitability, budget vs actual results, financial statements, postformas and comp levels.

+ Analyzes database for new opportunities to drive incremental revenue and trips from specific player segments.

+ Trains and counsels host team on how to make best business decisions.

+ Prepare accurate and informative reports containing conclusions and recommendations. Make presentations at weekly Team Meetings.

+ Maintain a current understanding of all policy and guidelines regarding information security.

+ Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.

+ Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.

+ Attend all necessary meetings.

+ Other duties may be assigned.

Supervisory Responsibilities : The Director will carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsible for the overall management of Player Development and the Winner’s Club. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS/REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

+ High School Diploma/GED required. Baccalaureate Degree preferred or 5-10 years’ experience in customer service management/player development.

+ Previous work preferably in a casino/resort environment.

+ Must have excellent computer skills including advanced skills in Excel and database management.

+ Must have excellent customer service skills.

+ Must have strong analytical skills as demonstrated by interpretation of complex statistical trending data.

+ Must work well in a team environment.

+ Must have a comprehensive understanding of casino operations, comp policies, slot ratings, table ratings and rules and player development.

+ Must be outgoing, energetic and positive. Must be able to interact with large groups of people in a professional manner.

+ Must have an unblemished record with no instances of reported issues regarding customer service, contributing to a hostile work environment or any other negative commentary in your official company personnel file.

+ Must be fully conversant with complimentary guidelines consistent with AMC Comp Matrix limitations.

Language Skills and Reasoning Ability:

• Must possess excellent communication skills.

• Ability to write routine correspondence and to speak effectively to the public, employees and customers.

• Must have the ability to deal effectively and interact well with the customers and employees.

• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

Physical Requirements and Work Environment :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee 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 moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted. Must be able to stand, walk, and move through all areas of the casino. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and members of the business community in all situations.

NATIVE PREFERENCE: The Mohawk Gaming Enterprise utilizes a Native American preference policy in hiring, training, and promotion. When there is a job opening or training opportunity, the Gaming Enterprise will evaluate all candidates for the position and will select the most qualified candidate. In the event two or more candidates meet all of the job requirements and have substantially similar qualifications, the Gaming Enterprise will utilize the preference policy to make the final determination on who will be offered the opportunity or position. When preference is utilized, first priority will be given to enrolled members of the Saint Regis Mohawk Tribe. Second priority will be given to members of other federally recognized Tribal Nations and/or First Nations citizens from Canada. All other individuals will be third priority.

CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a New York State certification and St. Regis Mohawk Tribal Gaming Class III License which requires a criminal background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort. Employment will not begin until process is complete.

•The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.”