Manager, Player Development

Overview:
As the latest jewel in the renowned Hard Rock crown, this exceptional venue is set to redefine entertainment and hospitality in Canada's capital city.

Boasting a prime location, Hard Rock Hotel & Casino Ottawa will be a stunning fusion of contemporary style and timeless rock 'n' roll flair. The moment you step inside, you'll be transported into a world of music, memorabilia and non-stop excitement.

Are you ready to experience the ultimate rock star treatment in the heart of Ottawa? Let the countdown begin

Under the direction of the Director of Marketing the Manager of Player Development is responsible for developing and maintaining new business relationships to increase awareness, drive trial, and build customer loyalty. He or she develops and maintains relationships with existing customers through personal contact in order to generate incremental gaming revenues. Maintains relationships and markets Hard Rock Ottawa’s gaming product and amenities to valued guests and develops new business relationships.

**Responsibilities**:

- Prepares strategic business plans for all areas related to player development.
- The responsibilities of the Manager will include identifying, prospecting, and securing business opportunities to support new revenue growth from gaming.
- Assists with annual budget preparations, when required.
- Meets assigned and targeted goals, either personally or departmental, in relation to outbound phone calls, bookings, and new customer generation
- Evaluate customers’ casino activity to provide corresponding incentives and use authorization to approve comps and allowances (room, food, beverage, events tickets, free play, airfare, or discounts). Maintains accurate records of all comps.
- Charged with new business creation and database generation in effort to grow Hard Rock Ottawa customer database.
- Understand the process for critical business decisions and approvals regarding customer credit lines, allowances, and comps.
- Manage casino patrons to profitable levels.
- Suggest/Implement marketing strategies for the growth of domestic markets which will increase visitation or create new Hard Rock Ottawa clients.
- Develops, implements and amends commission structure for Casino hosts to ensure revenue and new client objectives are met.
- Meet goals and objectives for monthly property casino revenue and Player Development team goals.
- Act as a goodwill ambassador for the property (Greet customers upon arrival, play golf with high end casino customers, attend Special Event functions, monitor play of customers in high limit pit).
- Review budgets and control expenses.
- Collaborates with Casino Marketing, Marketing Executives and on-property personnel to assist and facilitate qualified in-house casino customers.
- Attend special event functions to promote marketing efforts and greet customers.
- Travel, when required, to facilitate off-site customer events, office visits, sporting events, etc.
- Maintain highly confidential casino customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies.
- Resolve customer disputes and complaints to the satisfaction of the customer and HRO.
- Complies with all departmental and Company Policies including Hard Rock's business ethics guidelines.
- Complies with all regulatory requirements.
- Maintains confidentiality of all Hard Rock Casino's trade secrets and proprietary information including business processes, customer lists, marketing plans and any other confidential information.
- Creates and ensures a fun-filled, entertaining and exciting environment.
- Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations.
- Ensure prompt and discreet notification to appropriate management of any observation of illegal acts or internal ethics violations.
- Other duties as assigned
- Lives the Brand.

Qualifications:
**EXPERIENCE, EDUCATION, AND CERTIFICATIONS**
- University degree in Marketing, Business or Economics
- Five years casino experience with a minimum of 3 years at management level.
- Must be knowledgeable of Hard Rock's Gaming Compliance/Regulations.
- Excellent interpersonal, written and verbal communication skills in English is essential
- Proficiency in a second language (French) is an asset
- Ability to obtain Smart Serve license
- The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

**SKILLS**
- Strong leadership behaviors coupled with the technical skill set to drive the business toward success.
- Analytical, observational, organizational, interpersonal and communication skills.

**Physical Demands**:

- Ability to stand and sit for extended periods of time.
- Abilit