of Responsibilities
The main responsibility of this position is to ensure that the Player Development Department is continually developing and maintaining effective working relationships with a casino property’s very best players and providing services to them to build player loyalty and increase the number of visits or amount played (or both) from among those guests.
In order to do this, a Database & Player Development Auditor must review all data to verify that there is a follow-through with the department to develop and maintain strong working relationships with key allies throughout the property and in the community to ensure players have the experience they expect while gaming and to generate leads for new business.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by Executive Management.
· Representing the property as a role model of customer service and professionalism
· Establish and maintain positive customer relationships with players who meet property criteria (and with those identified to have the potential to reach that level of play)
· Audit and review documented contact with coded players as appropriate to generate return visits and provide exemplary service.
· Interact with players in person on property, as well as via telephone, e-mail, text message, surveys, and written correspondence to follow up and ensure overall satisfaction.
· Verify and audit Hosts use of out-bound phone calls, logs, emails, and texts to confirm contact with players that have not visited the property, and to market VIP parties and events.
· Review monthly/quarterly areas of Networking among coded players meant to build relationships among the best customers and to generate leads for new high-worth players
· Review the hosts’ feedback about what they learn about and how they tailor services to guests’ preferences, likes and dislikes- audit hosts profiles of players to ensure things are being documented properly for other hosts when they assist during absences.
· Get feedback from the hosts on how they improve their skills, grow their player base, and meet their goals.
· Review and document how they resolve player issues, whether real or perceived, to the guest’s satisfaction
· Review results on how guest issues are resolved when they have to be escalated to management.
· Audit and document the right balance in every situation between the guest’s desires and the property’s rules, regulations and guidelines.
· Review and audit hosts Invites for players to events, tournaments, shows, etc., according to their interests – determine and document players participating and responses.
· Review and audit player hotel stays, show, dining and other reservations and communications from host to guest
· Review and audit any marketing offers, complimentary items issued or other offers to guests as play and ensure they are with in property guidelines
· Observe and document special events, player parties, property promotions and other activities as needed and analyze data
· Provide information to team and property leadership related to guest feedback, suggestions, concerns or issues
· Maintain confidentiality of information about both customers and property; share carefully
· Participate in brainstorming and planning sessions for Player Development program
· Strive to achieve and exceed goals and metrics/objectives
· Review and analyze the growth of business; set and monitor achievement of goals and metrics for the team in alignment with the property’s business objectives.
· Verify data from the Player Development Manager to regularly review and ensure that the re-code of the players for the PD team to focus on are of the highest potential.
· Analysis of coded and potential high-worth player data
· Audit and review patron account data extractions and queries based on various criteria and filters.
· Audit the budget, the reporting, and the logistics of events.
· Audit how guests are assigned to hosts
· Regular and consistent communication with all direct reports
· Prepare and submit reports on activities as directed, complete and on time
· Attending meetings as a representative of the Player Development team
· Assisting in marketing events as required
Any other assigned duties as needed and or directed by executive management.
REGULATORY COMPLIANCE
Performs all duties in accordance with company team member handbook, objectives of the Otoe Missouria Tribe, internal policies, procedures, and controls, as well as applicable laws and gaming regulations, including but not limited to, the state-
tribal compact, IGRA, MICS, OM TICS, and the Bank Secrecy Act.
ORGANIZATIONAL GROWTH/DEVELOPMENT
Judgment/Decision Making
Under the direction of department management forms opinions and makes decisions based on information and the identification of available facts. Make decisions or draws conclusions using available data and from experience. Avoid situations that could be deemed illegal or represent a safety hazard to fellow team members or guests.
Communications
Makes effort to keep informed of company information and communications by reviewing property bulletin boards, departmental log/shift reports, departmental/company emails, signage, and company newsletter.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Individuals must be at least 21 years of age.
EDUCATION and/or EXPERIENCE
Combination of post-secondary education in Business, Marketing, Communications, or related field and/or at least one year of experience in database or direct marketing or gaming management system. Advanced knowledge in Microsoft Excel and Access, or skill set to quickly learn.
LANGUAGE/WRITING SKILLS
Candidates should have the ability to read and write at a level appropriate to clearly communicate and document all required communications, such as memos, case filings, participants’ progress, and employee records. As well as proofreading, grammar, and being detail oriented.
KNOWLEDGE, SKILLS & ABILITIES:
Advanced proficiency in word-processing, spreadsheets, and database, presentation and programming languages is a plus.
Detail oriented with strong organization and time management skills required.
Must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.
Read, write, and speak the English language. Read professional publications, manuals, memos, emails, logs, newsletters, and documents.
Work in a changing environment interchanging from slow and fast paced depending on tasks & projects.
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among unrelated events).
Selective Attention -- The ability to concentrate on a task over a period without being distracted.
Protect the Company’s value by keeping information confidential.
Perform assigned tasks under supervision. Follow written and verbal instructions.
Establish and maintain positive relationships with executive level management, other managerial and supervisory staff, and other Team Members. Work well alone or within a team.
Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
EMPLOYMENT AUTHORIZATION, WORK CARDS
Must be able to provide the following cards or work authorization documents: All documents required to show the incumbent is eligible to work in the United States. Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Otoe Missouria Gaming Commission. It is the responsibility of the Team Member to always have all appropriate document(s) current and valid.
Otoe Missouria Gaming License
Driver’s License
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of the job, the Team Member is regularly required to talk or listen. The Team Member is also regularly required to sit and use hands to finger, handle or feel objects, tools, or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance and stoop, kneel, crouch or crawl. The Team Member must be able to lift at least 20 lbs. and push, pull or drag up to 50 lbs. Team Member must be able to sit for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The Team Member is occasionally exposed to fumes or airborne particulates, including second-hand environmental smoke. The noise level in the work environment is mostly moderate and on occasions loud. The Team Member may rarely be exposed to the risks associated in attempting to resolve issues with irate or difficult people. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This Company promotes a drug-free work environment.
PUBLIC RELATIONS
Important attributes of any team member of OMDA - 7 CLANS CASINOS, along with the official performance of duties, are personal appearances and public relations. Each Team Member is expected to make every effort to be well informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel. An optimistic attitude, patience, and tolerance will help each Team Member in all situations at the institution.
DISCLAMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
