Under the direction of the Player Development Manager, the Assistant Player Development Manager is responsible for the customer service and retention of VIP players, and all guests to Lucky Star Casinos increasing and managing rated players and assuring that guests have a quality gaming experience. The Assistant Player Development manager will have an understanding of the creation and mining of databases for direct mail purposes, determining relationships between business drivers and profitability and communication recommendations to upper management. The Assistant Player Development Manager is responsible for the successful established research methodology and designing format for data gathering and analyzing the performance of marketing efforts across Lucky Star Casino’s, direct, and acquisition marketing platforms with a focus on competitive market analytics, engagement trends, booking behaviors, campaign effectiveness. The Assistant Player Development Manager will be responsible for generating insights about the use and effectiveness of various program components, and make recommendations for improvements to the program that would increase loyalty for particular customer segments.
Requires mornings, afternoons, and some evenings. Monday through Friday (possible weekends).
Request to be scheduled off for a specific day requires advance notification and approval by supervisor
Essential Duties and Responsibilities
Grows actual revenues annually, consistent with property plan, and cross property goals.
Actively develops and maintains guest loyalty and incremental visitation through personal contact such as telephone contact, on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available services and promotional opportunities.
Manages constant contact and communications with VIP players through telemarketing and letter writing about services available, promotional opportunities, special events, and resolve customer complaints, etc. to assure customer retention and repeat business.
Work special events servicing VIP players. Monitor and adjust performance to local competition.
Ensures a quality gaming experience through personal services and meeting the needs of the VIP Player.
Review VIP activities and promotional status.
Track and reviews player tracking systems and recognize player trends
Adhere to established department and property policies and procedures regarding guest service standards.
Help in the development of programs specifically geared to premium players; i.e. special events, parties and tournaments.
Create comprehensive analysis of Lucky Star loyalty program and Player Development programs
Develop a relationship with all vendor partners and organize travel to support partnership.
Oversee the development of profiles on each rated player to ensure all members of guest services know the rated players and how to service them.
Oversee the host development of new potential high rated players by establishing and actively pursuing their business.
Follow up with the scheduling and customer service processes by being on property to ensure their execution.
Assists in gathering data used for analysis of Direct Mail Programs, Events, Promotions, Entertainment and any other Marketing functions that are designed to increase revenue and loyalty.
Prepares and presents final reports & analysis to Management
Responsible to ensure guests have an enjoyable gaming experience maintaining an accurate player tracking system. Ensures integrity of the data held within the player tracking system(s).
Develops strong accountable working relationship with casino hosts, player club team to ensure accurate reporting and maintenance of player’s activity.
Analyzes complex data sets and extract key insights using various economic, financial, customer and marketing methodologies.
Synthesizes data, insights, and consumer research to create presentations that make fact-based recommendations and anticipate the future needs of our customers.
Builds event preforms and conducts post analysis for casino events, promotions, and events.
Performs ongoing analysis of segment and offer performance.
Prepares for and participates in monthly marketing reviews.
Visits properties regularly and participates in marketing strategy meetings.
Balance new insight against current projects and continually seek innovation through ongoing networking and research efforts.
Must exhibit STAR treatment to all customers and co-workers.
Maintain a proficient knowledge of all policies and procedures
Must project professionalism and a consistently friendly demeanor
Other duties as assigned by supervisor.
Physical Job Requirements
Sit and/or stand continuously and perform job functions for a full shift with lunch break.
Move objects up to and exceeding 25lbs. with reasonable accommodations.
Office environment with some casino environment.
Knowledge, Skills, and Abilities
Attention to Detail – Knowledge marketing principles and methods for showing, promoting, and selling products or services. Ability to analyze and interpret players’ needs and the results.
Customer Service – Works with management assessing the needs of clients, providing information and assistance, and resolving problems that may arise. Must have very good customer service skills including but not limited to being courteous, friendly, polite, and being able to treat the customer with respect.
Oral Communication – Good verbal communication skills to responsibly interact with other people
Problem Solving – Ability to resolve conflict and stay focused in a fast-paced environment.
Preferred minimum of three (3) years full-time professional experience in the marketing field or previous casino environment experience highly preferred
Proven experience developing and maintaining strong working relationships
Track record in designing and executing successful training programs
Must have demonstrated ability exercising utmost discretion with confidential information
Excellent communication and interpersonal skills
Ability to plan, multi-task and manage time effectively
Strong writing and record keeping
Must be at least 21 years of age
Must pass pre-employment drug test
Must obtain and maintain a Cheyenne-Arapaho Gaming License.
Must possess a high school diploma
A qualified candidate/employee must have a valid driver’s license with an acceptable driving record
Qualified applicants should submit an employment application and or resume to Lucky Star Casino Human Resources or to the Tribes’ Employment and Training Administration, P.O. Box 67, Concho, OK 73022.
Current Lucky Star Casino employees who are interested should submit a resume to Human Resources.