Here is a list of the most basic and important responsibilities in Player Development.
- Casino Host Job Responsibilities
- Casino Host Duties And Responsibilities
- Casino Host Responsibilities
- Casino Host Duties And Responsibilities
- Casino Host Responsibilities
Feel free to copy, paste, and use these ideas in the Job Descriptions for your Player Development team. If we are missing anything, drop an email to jparker@harvesttrends.com
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Summary of Responsibilities
The main responsibility of a Player Development professional, regardless of title, is to develop and maintain effective working relationships with a casino property's very best players and provide 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 PD pro must also 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.
Job Description for Casino Host, Executive Host, Player Development Executive
Here are the basic job functions in for everyone in Player Development (not necessarily in order of importance):
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- 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)
- Maintain 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, and written correspondence
- Represent the property as a role model of customer service and professionalism
- Effectively use out-bound phone-calls to keep contact with players that have not visited the property, and to market VIP parties and events.
- Network among coded players to build relationships among the best customers and to generate leads for new high-worth players
- Learn about and tailor services to guests' preferences, likes and dislikes
- Resolve player issues, whether real or perceived, to the guest's satisfaction
- Find the right balance in every situation between the guest's desires and the property's rules, regulations and guidelines (There is always a way.)
- Invite players to events, tournaments, shows, etc., according to their interests
- Make hotel, show, dining and other reservations and communicate same to guest
- Issue complimentaries or other offers to guests as play and property guidelines warrant
- Host special events, player parties, property promotions and other activities as needed
- 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
- Prepare and submit reports on activities as directed, complete and on time
- Strive to achieve and exceed goals and metrics/objectives
Job Description for Player Development Manager
A Player Development Manager has 5 main responsibilities:
- Grow the business; set and monitor achievement of goals and metrics for the team in alignment with the property's business objectives.
- Regularly review and re-code the players to focus the PD team on the highest potential.
- Coach the hosts on how to improve their skills, grow their business, and meet their goals.
- Resolve guest issues when they have to be escalated to management.
- Manage the team, the budget, the reporting, and the logistics of events.
Casino Host Job Responsibilities
If you are a Player Development Manager (or other team leader) you are responsible for:
- Setting SMART Goals and metrics for each host and for the team (with a stretch!)
- Monitoring pace toward goal achievement
- Analysis of coded and potential high-worth player data
- Assigning/coding players to hosts
- Coaching staff as needed
- Regular and consistent communication with all direct reports
- Preparing and submitting activity and departmental reports as assigned
- Attending meetings as a representative of the Player Development team
- Participating in brainstorming and planning sessions for marketing
- Implementing programs, events, promotions, etc. for the Player Development team
- Providing assistance for marketing events as required
- Resolving player issues, real or perceived, when host is unable to do so
- Setting an example of excellent customer service
JOLIENE NORIEGA, PLAYER DEVELOPMENT MANAGER
Joliene is a Tulalip Tribes member that has worked in the casino industry for more than 25 years. She was a casino host for five years before being promoted as Player Development Manager in 2013. She and her husband have raised five amazing children. Joliene loves spending time with her family, attending concerts and traveling to warm, exotic places.
HANH HO TRUONG, SENIOR CASINO HOST
Hanh has been with Tulalip Resort Casino since 1997 and a casino host for 13 years. Both of her wonderful daughters are working towards a degree in the medical field. In her free time she likes to cook, watch movies, and play Baccarat. She is fluent in Vietnamese. Laughlin outlet mall movie theater.
ESTELLA MOY, SENIOR CASINO HOST
Casino Host Duties And Responsibilities
Estella has been working in the casino industry for more than 20 years and as a casino host for 13 years. She's also fluent in Mandarin Chinese. Estella's dedication and excellent guest service is a valuable asset at Tulalip. In her free time she likes to volunteer at church, travel and play poker.
JUAN RAMIREZ, SENIOR CASINO HOST
Juan has been with Tulalip more than 11 years and has 20 years of experience in the customer service/guest service industries. With his fun personality, knowledge of the gaming industry and background in customer service, he was an obvious choice to become a casino host. His biggest accomplishment is raising his grandson since birth and watching him grow into a respectful, responsible and well-rounded young man. During his free time, Juan enjoys cooking, boating, fishing and traveling.
CRAIG GRENIER-MOSES, SENIOR CASINO HOST
Craig has been in the casino industry 20+ years and has worked at several large casino properties throughout the country. He loves getting to know his guests and is committed to exceeding each player's expectations. He is a huge Seahawks fan and enjoys watching and attending games. He also loves to travel and watch movies - preferably Star Wars. Craig is a Tulalip Tribes member.
AUTUMN GOBIN, SENIOR CASINO HOST
Autumn has worked in the casino industry for more than 21 years. When not at Tulalip, Autumn enjoys spending time with her family and traveling - Hawaii and Las Vegas are some of her favorite places to visit. Autumn is a Tulalip Tribes member.
KAYLE MCKENZIE, CASINO HOST
Kayle has been employed with Tulalip since 2010. She recently purchased a newly built duplex on a two acre Christmas Tree Farm with her father. In her free time she enjoys spending time with family, biking and dining.
SUNNY MOYER, SENIOR CASINO HOST
Casino Host Responsibilities
Sunny has worked for Tulalip Resort Casino for more than 11 years. In her spare time she is working towards her Master's degree in sociology and enjoys spending time with her three nieces, Shelby, Salene and Lura. She also loves the water and mission work.
Casino Host Duties And Responsibilities
PRESTON KELSEY, SENIOR CASINO HOST
Casino Host Responsibilities
Preston has worked for Tulalip for three years and says his biggest asset is his down-to-earth attitude. He enjoys spending time with his son, Maverick, and is a car enthusiast, including powder coating car parts.
