Assistant Manager, Player Development

Additionally, this individual is responsible for developing community and business relations to further enhance the Hoiana Casino’ brand. Maintain confidentiality of all privileged information. Responsible for the oversight of continuous acquisition of new players from various markets to grow property player base and increase revenues. Assure customer retention and repeat business through telemarketing, written correspondence, direct contact, and on/off site events. Develop one on one relationships with premium and high limit players and provide exceptional guest service to cultivate and maintain VIP relationships.

Duties may include but not limited to:

Maintain a high quality of guest service according to Hoiana Casino Mission Statement and Values Statement.

Responsible for the direct supervision and oversight of the day to day supervision of the player development department.

Provide Outstanding Customer Service and exhibit Outstanding strong communication skills.

Establish work schedule in accordance with policy and labor goals, manage overtime hours of Casino Associates and maintain accurate associate timesheets.

Accessible to handle all guest needs and provide support for Player Development Executives.

Supervise, train and coach Player Development Executives and evaluate their progress as necessary.

Effectively communicate with and provide outstanding service to guests, resolve service problems in accordance with authority.

Lead by example in all areas with enthusiastic dedication, professionalism and positive leadership. Create a culture, atmosphere and environment of passionate hospitality, run great shifts and create relationships with guests, train and uphold team members to company standards.

Maintain a positive and professional demeanor during all interactions with guest, and fellow Employees.

Supervise Player Development Executives ensuring compliance with appearance standards and practice of excellence service.

Attend and participate property events and promotions to ensure smooth operations.

Supervise VIP Services Executives ensuring compliance with appearance standards and practice of excellence service.

Attend and participate property events and promotions to ensure smooth operations.

Monitor Player Development Executives performance and continuously evacuate comp decisions and job executions.

Conduct daily briefings and de-briefing for all Player Development Executives on shift and ensure proper and efficient handover of all shift related information etc.

Perform other related duties as may be assigned by reporting supervisor.

- Professional and multi-cultural working environment

- Top competitive HR compensation & benefits in the industry

- Career development opportunity in one of the biggest Casino companies in the world

Must be able to clearly communicate with Guests in conversational English and/or process a second or third language will be an advantage.

Maintain high standards despite pressing deadlines, reinforce excellence as a fundamental priority also possess excellent organizational skills and written and verbal communication skills.

Must demonstrate a high level of service delivery to ensure guest and team member satisfaction, handle service failures and prioritize guest and team member needs.

Must be computer literate, particularly with Microsoft Office (Word and Excel).

Bachelor’s Degree preferred or equivalent work experience in a related field.