Player Development Manager

1 week ago

Calgary, Canada Cash & ACE Casinos Full time
Position Summary:

The Player Development Manager is responsible for driving the growth and engagement of Ace Casino’s VIP and high-value players through strategic outreach, personalized service, and loyalty programs. Reporting to the Regional General Manager, this role’s primary focus is player acquisition, retention, and elevating VIP player experiences. The Player Development Manager will oversee VIP Hosts to ensure effective front-line service, build relationships with key players, and expand the casino’s high-value clientele base.

Duties & Responsibilities:

  • Proactively identify and attract new players through networking, targeted outreach, and personalized service initiatives to expand the casino’s high-value player base
  • Develop and execute strategies to acquire players with high gaming potential, focusing on increasing play in table games, and slots
  • Build and maintain strong relationships with VIP and frequent players to increase retention, ensuring personalized service and addressing individual preferences
  • Oversee and enhance loyalty and rewards programs, promotions, and exclusive offers, tailored specifically to engage high-value players
  • Addresses and facilitates all challenging guest interactions and escalates disputes as necessary
  • Supervise and mentor the VIP Host team, ensuring hosts deliver outstanding guest service and maintain regular contact with VIP players to increase engagement and satisfaction
  • Conduct regular team meetings, provide training, and monitor host performance metrics to ensure high service standards and alignment with the casino’s player development goals
  • Partner with the marketing team to plan and execute promotional events, tournaments, and other engagement opportunities specifically designed for VIP players
  • Analyze player activity and trends to identify opportunities for player growth and new promotional initiatives
  • Track and report on player acquisition, retention, and engagement metrics, using data insights to adjust and improve outreach strategies
  • Be responsible for the budgeting of the player development initiatives
  • Provide monthly performance summaries to management: highlighting successful initiatives and areas for improvement in player development
  • Ensure all player interactions comply with AGLC regulations and Ace Casino’s Code of Conduct
  • Maintain a high level of professionalism and confidentiality in all VIP interactions and handle any sensitive player-related issues with discretion
  • Performs other duties as required

Job Requirements:

  • Must be 18 years of age, or older.
  • Ability to work a flexible schedule, including graveyards, weekends, and holidays. The hours of work will be based on operational needs.
  • Knowledge of AGLC Terms & Conditions and Operating Guidelines.
  • Knowledge and ability to clearly explain operating house rules to guests and employees.
  • Professional demeanor and ability to approach situations in a tactful manner.
  • Ability to work calmly under pressure and treat others with respect regardless of their status or position.
  • A passion for providing excellent service and full alignment with the organization’s vision.
  • Strong leadership and communication skills with ability to maintain good rapport between all departments and ownership.
  • Strong willingness to learn about guest needs and wants.
  • Valid, unrestricted driver’s license and clear driver’s abstract.
  • May be required to travel between locations in Calgary and Red Deer, at direction of the Regional General Manager.
  • Successful criminal background check
  • Obtain and maintain the following gaming licenses and certifications, more may be added as necessary:
  • AGLC Gaming License
  • Anti-Money Laundering (AML) Certification
  • Deal Us in Phase 1
  • Deal Us in Phase 2
  • ProServe

Skills and Abilities:

  • Ability to speak English is mandatory. Ability to fluently speak additional languages is an asset.
  • Strong work ethic with ability to maintain professionalism and a high level of confidentiality.
  • Ability to recognize signs of collusion or team play, angling, obvious misinterpretation, or manipulation of the house rules, etc.
  • Excellent interpersonal skills, organized, with strong problem-solving skills.
  • Strong work ethic with ability to maintain professionalism and a high level of confidentiality.
  • Proven track record influencing peers, management, and ownership.
  • In-depth knowledge of casino gaming, player development principles, and VIP service expectations.
  • Strong interpersonal skills with the ability to build and maintain client relationships and communicate effectively with high-value guests.
  • Collaborative attitude that looks for input to improve strategy development.
  • Ability to prepare written correspondence, reports, proposals, and procedures.
  • Ability to interpret a variety of instructions furnished in written and oral form.
  • Strong competency in MS Office including Outlook, Word, PowerPoint and Excel.

Education And Experience

  • Bachelor’s of Business Administration (BBA), Marketing, Hospitality, or related field preferred.
  • Minimum three (3) years of experience in a similar role within the casino or hospitality industry, with a strong focus on VIP player development, marketing, or business development.
  • Previous experience in supervising or managing a team, especially within a guest service or sales-oriented environment.
  • Experience in guest service, special events, promotions and or cash handling preferred.
  • Demonstrated success in managing loyalty programs, promotions, and implementing/ developing player retention strategies.
  • Proficiency in CRM software and casino management systems; skilled in data analysis tools to track player trends and metrics.

Work Environment and Physical Demands:

  • Stand/sit – Must be able to remain in a stationary position for most of the shift.
  • Walk – Must be able to occasionally move about inside the Casino.
  • Use of hands/fingers – must be able to use both hands to deal cards, pay chips, etc.
  • Talk/hear – must be able to detect, determine, identify, observe, inspect, and assess. This positions frequently communicates with guests and employees throughout the entirety of the shift. Must be able to exchange accurate information and professionalism in these situations. Visual acuity of at least 20/40 in either or both eyes with or without corrective lenses.
  • Works in an indoor, fast-paced environment.
  • Advanced attention to detail.
  • Ability to work well under pressure.

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