Player Development Executive - Maryland

Why We Need Your Talents:

The Player development Executive Host (In-Market) acts as a regional Host, responsible for increasing rated play and driving incremental trips and revenue from new and inactive VIP players to the Maryland, Philadelphia, Westmoreland and Bossier Live! Casino destinations.  Works to grow revenues annually, consistent with property plan and cross-property goals.  The Player Executive Host will be an integral part of Live! Casino and Hotel in building and improving market share and will be the key contact for VIP guests and repeat visits. This position requires management of time between maintaining high visibility in the Virginia community to build and maintain relationships with coded players and sales efforts to drive new incremental revenue. There is a heavy emphasis on community events and activities to build VIP relationships.  Responds to players’ needs and requests and resolve player issues following established guidelines. The Player Development Executive Host will understand that player development and casino industries are not operated on office hours and will be flexible hosting and supporting players as they visit properties and events.

PLEASE NOTE: Applicants need to reside in Petersburg, Virginia or surrounding area

Where You'll Make an Impact:

• Grows actual revenues annually, bringing new premium players to the LIVE! Brand consistent with property plan and cross property goals.
• Proactively develops and maintains guest loyalty and incremental visitation through personal contacts 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 Cros Property VIP players through telemarketing and email and SMS about services available, promotional opportunities, special events, and resolving customer complaints, etc., to assure customer retention and repeat business.
• Work special events servicing VIP players. Monitor and adjust performance to local competition.
• Assists in the planning of casino VIP events, on and off property, dinners, tournaments, promotions, and any event attributing to the success of the department and company.
• Actively participates in complex matters of reinvestment, VIP strategies and that maximize revenue, wallet share, and retention.
• Assist with the ongoing training of the Relationship Marketing Host staff.
• Ensures a quality gaming experience through personal services and meeting the needs of the VIP Player.
• Review VIP activities and promotional status with the Vice President of Relationship Marketing.
• Actively participates in all department and company initiatives to drive sales and revenue.
• Handles difficult situations in a calm, professional and prudent manner.
• Assists guests with troubleshooting accounts, initiating or closing wagers, account funding or withdraws, and additional customer service-type questions.
• Anticipates, responds to and consistently meets or exceeds the needs of players including transportation and accommodation arrangements for on-property visits and/or social events.
• Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure.
• Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.
• Uses available technology and resources, including QCI, Outlook, HMS, and cell phones, to ensure all guests are receiving VIP treatment inside and outside of standard business hours.
• Coordinates with internal and external business stakeholders including Live! Loyalty Rewards, Sportsbook, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts.
• Communicates successes and challenges on a regular and on-going basis to direct supervisor.
• Leverage partnerships throughout the property (i.e., Gaming, Hotel, Food & Beverage, Table Games, Slot Operations, etc.) to maximize smooth, high-end service delivery.
• Empowered with comping authority.
• Brainstorms and helps create new VIP promotions and initiatives to enhance the value of the VIP program producing measurable financial results from VIP guest base.
• Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.
• Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.
• Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.
• Identifies ways to increase efficiencies and to improve products or services.
• Other duties as assigned.

Skills to Help You Succeed:

• Ability to assume responsibility for independent/self-directed action
• Ability to perform assigned duties under frequent time pressure in an interruptive environment
• Must have strong time management skills
• Must be highly organized and detail-oriented.
• Excellent written and verbal communication skills are a must.
• Applicants must have proven success in a venue environment.
• Knowledge of Player Tracking Systems a plus
• Knowledge of all gaming regulations. Ability to recognize problem gaming signs and deal with them appropriately.
• Must be able to work flexible hours, including evenings, overnights, weekends and holidays and must be able to participate in the on-call rotation program

Must-Haves:

• At least five (5) years’ experience in casino marketing and sales
• Four-year degree in a related field of equivalent work experience preferred
• License: Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery Gaming & Control Agency for the position.
  

Physical Requirements:

• 24/7 environment requiring extended hours including evenings and weekends
• Must be able to lift and/or push up to 30 lbs.
• Must be able to work standing for up to 4 hours at a time
• Must be able to work in small, confined areas
• Must be able to bend at the waist
• Must be able to reach above the head
• Must be able to climb ladders and use Genie Lifts

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.