Manager, Player Development

Reporting to the Director of Player Development, this onsite role oversees day-to-day execution across Executive and Casino Host operations and other marketing areas as needed, with a focus on consistent service delivery for Mid Level and VIP Level guests while supporting compliance with gaming regulations.

Core Responsibilities

• Oversee daily operations of Executive and Casino Hosts and other marketing areas as necessary.
• Ensure consistent execution of Host initiatives and maintain department service standards for Mid Level and VIP Level guests.
• Maintain current knowledge of electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
• Coordinate with the Special Events department to plan, execute, and coordinate targeted events for Mid Level and VIP Level guests.
• Assist the Director of Player Development by supervising, coaching, developing, and evaluating player development staff, including Executive and Casino Hosts and Player Development Coordinators.
• Assist with hiring and training, supply management, payroll, and scheduling.
• Manage player’s club and administrative functions efficiently.
• Monitor departmental activities that affect efficiency and effectiveness, including internal controls, department rules and regulations, and equipment maintenance.
• Promote Hard Rock Hotel and Casino through enthusiastic and helpful guest interactions.
• Maintain confidentiality of company documents.
• Resolve customer complaints and take appropriate action; investigate customer service issues and recommend improvements.
• Communicate service standards to staff and provide training to meet those standards.
• Coach and train staff, administer discipline, and assist with annual performance appraisals.
• Review and approve recorded time worked according to schedules.
• Assist with interviews for new staff.
• Conduct job duties in accordance with Gaming Commission Regulations and Seminole Tribe of Florida and departmental policies and procedures.
• Perform other duties as assigned.

Required Qualifications

• Casino marketing experience: Three (3) years required.
• Education: High school diploma or equivalent required; college degree preferred, or an equivalent combination of education and experience.
• Communication: Must be able to communicate effectively with guests in English as required by position duties and responsibilities.

Technology & Tools

• Electronic gaming machines
• Player tracking systems

Benefits

• Medical, Dental, Vision & Life Insurances
• 401K
• Paid time off
• Annual Bonus Opportunity

Work Environment

• Exposure may include casino-related environmental factors, such as second hand smoke and excessive noise.
• Frequently required to stand and walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear; also includes the ability to taste or smell.
• Frequently lift and/or move up to 50 pounds.
• Specific vision abilities required: close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Casino environment is hectic, fast-paced, crowded, and noisy; may include constant exposure to the general public.

Licensing and Background Checks

Final candidates must obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations prior to an offer being extended. Checks include a credit check and a criminal background check.

Additional Employment Notes

Management reserves the right to revise the current job or require other or different tasks when circumstances change, including emergencies, changes in personnel, workload, rush jobs, or technical developments.

Native American Employment Preference: The company gives preference in all employment practices to Native Americans. First preference is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.