Title:  Manager, Player Development

JOB SUMMARY

The Player Development Manager leads Player Development and VIP Guest Services efforts by building and maintaining relationships with premium gaming guests, increasing rated play, and supporting marketing initiatives designed to grow the player base and strengthen guest loyalty. This role collaborates with the Marketing and Operations teams to ensure a seamless VIP experience and consistent service delivery for high-value guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations. This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration. It may be expanded to include other duties and responsibilities deemed necessary.
• Serves as a leader for Player Development Hosts while fostering teamwork, positive morale, motivation, open communication, and creating exceptional guest experiences.
• Motivates and develops team members through mentoring, coaching, and providing performance feedback.
• Coordinates, assigns, and measures telemarketing campaigns designed to generate incrementally profitable guest trips.
• Reviews of player development activities and promotional initiatives with the Senior Director of Marketing.
• Assists with managing budgets related to premium gaming guests and VIP promotional programs.
• Evaluates guest play to determine appropriate comping levels and guest recognition opportunities.
• Assist guests with arrangements for dining reservations, entertainment, and other amenities as needed.
• Provides coaching and direction to Player Development Hosts to help them achieve individual and departmental player development goals.
• Responsible for managing and increasing rated play among premium and rated guests.
• Communicate with premium guests through telemarketing, direct correspondence, and other outreach efforts regarding available services, promotions, and special events.
• Assists with the development and implementation of VIP player programs and special events designed to build guest loyalty and increase return visits.
• Help resolve VIP guest opportunities, concerns, and complaints fairly and equitably while maintaining a high level of guest satisfaction.
• Maintains strict confidentiality of player information, including personal details, level of play, win/loss information, and visitation history.
• Represents the Company at VIP outings, promotional events, and community engagements as needed.
• Coordinates communication between guests and internal departments to ensure exceptional service delivery.
• Meets with departmental directors and managers as necessary to ensure alignment on player development strategies and guest service initiatives.
• Adheres to all regulatory, departmental, and company policies and procedures while supporting the values, ethics, and business objectives of Churchill Downs Incorporated and Owensboro Racing & Gaming.
• Performs other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Demonstrated leadership ability in managing VIP and premium player relationships effectively.
• Strong public relations, relationship management, and guest service skills.
• Ability to maintain positive interpersonal relationships with Team Members across departments.
• Effective oral and written communication skills.
• Willingness to assume responsibility related to departmental and property performance.
• Ability to work a flexible schedule, including weekends, evenings, and holidays as operational needs require.

EDUCATION AND EXPERIENCE

• Three to five years of experience in gaming guest service operations, including Player Development, VIP Services, or casino marketing, is preferred.
• Bachelor’s degree in hospitality, marketing, business, or a related field preferred, or equivalent combination of education and experience.
• Experience with player tracking systems and Microsoft Office applications preferred.
• Ability to obtain and maintain a valid Kentucky Horse Racing and Gaming Corporation (KHRGC) gaming license.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those required to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 50lbs. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to loud. The employee is required to circulate throughout the assigned areas, including the smoking area, actively observing players and the functioning of machines.