Rewards Player Development Manager

Job Details: Job Location: Jackpot Junction - Morton, MN, Position Type: Full-Time, Salary Range: $60000.00 - $125626.68Salary, Job Shift: Varies (+Weekends), Job Category: Hospitality / Hotel, POSITION SUMMARY

The Player Development Manager leads and develops Jackpot Junction Casino Hotel's player development program with the goal of increasing guest loyalty, retention, visitation and profitable gaming activity. This position manages Rewards Club Host functions, develops meaningful relationships with premium and high-potential guests, oversees player reinvestment and outreach, and builds a measurable, data-driven player development program that generates incremental visitation and gaming revenue while ensuring the team delivers personalized, consistent and exceptional service.

ESSENTIAL JOB FUNCTIONS

Lead the strategy and daily execution of the player development program to increase guest loyalty, retention, trip frequency and profitable gaming activity, with clear accountability for measurable results.
Develop and execute measurable player development strategies designed to increase trip frequency, gaming activity, retention and profitability among assigned and targeted player segments; establish performance benchmarks and regularly evaluate results against those benchmarks.
Manage Rewards Club Host operations, ensuring guests receive prompt, courteous, accurate and equitable service at every point of contact.
Hire, schedule, train, coach, counsel and evaluate Rewards Club Hosts and player development team members; maintain appropriate staffing and accurate personnel records.
Establish and maintain structured player portfolios for Rewards Club Hosts, including player assignments, contact expectations, service standards and performance goals; regularly evaluate portfolio performance, provide ongoing direction and accountability, and reassign players when necessary to maximize development opportunities.
Personally maintain and develop a portfolio of premium, high-potential and strategically important guests, serving as a visible and trusted point of contact on property and between visits while modeling effective player development practices for the Rewards Club Host team.
Use player tracking systems, Hot Player, Active Monitor and analytical reports to identify valuable or developing guests, recognize changes in play and prioritize timely outreach.
Oversee player accounts and comps based on recorded play, earned points, available comp balances, established authority and patron profitability; ensure player reinvestment is consistent and responsible.
Develop and manage proactive guest contact plans, including telemarketing, event invitations, follow-up calls, reactivation efforts and personalized communications. Identify inactive, declining, emerging and high-potential players and develop targeted acquisition, reactivation and growth strategies designed to generate measurable incremental visitation and gaming activity.
Ensure host reports, contact histories, player notes, preferences and account information are complete, current, accurate and handled confidentially.
Resolve guest requests, disputes and service concerns with professionalism and sound judgment; coordinate service recovery and follow-up when appropriate.
Oversee Rewards Club membership growth, enrollment accuracy and account integrity; identify suspected loyalty account or card misuse and follow established verification and escalation procedures.
Partner with Marketing and the Database Analyst to plan, design, implement and evaluate promotions, VIP events, parties and tournaments, including audience selection and guest invitations.
Participate in and host assigned events, parties and tournaments, including serving as Master of Ceremonies when needed.
Review daily, weekly, monthly and yearly analytical reports to monitor player activity and profitability, reinvestment, host contacts, guest retention and reactivation, event and offer response, and overall player development performance; identify trends, exceptions, opportunities and areas requiring immediate follow-up.
Translate report findings into player assignments, outreach priorities, comp and reinvestment decisions, event and invitation strategies, host coaching and departmental action plans; prepare clear summaries and recommendations for Sales & Marketing leadership.
Maintain open communication so team members understand current promotions, events, offers, policies and guest service expectations.
Protect confidential player and company information and ensure compliance with applicable policies, procedures, internal controls and regulatory requirements.
Contribute ideas for promotions, events and guest experiences; perform other duties and responsibilities as assigned.
Perform other duties and responsibilities as assigned.

Qualifications: EXPERIENCE & QUALIFICATIONS

High school diploma or equivalent required.
Bachelor's degree in marketing, business administration, hospitality or a related field preferred; an equivalent combination of education and relevant experience will be considered.
Three or more years of progressively responsible experience in casino operations, player development, marketing, loyalty programs, hospitality, sales or guest relationship management preferred. An equivalent combination of demonstrated leadership ability, analytical capability, relationship-building skills and relevant experience will be considered.
Previous supervisory, leadership or management experience preferred; experience leading Casino Hosts, Rewards Club staff or a relationship-based sales or service team is strongly preferred.
Demonstrated experience building relationships with premium players and using player development or host practices to support retention and profitable growth preferred.
Experience using player tracking, loyalty, CRM, comp and kiosk systems required.
Proficiency with Microsoft Word and Excel and the ability to interpret player activity and performance reports required.

SKILLS, KNOWLEDGE & ATTRIBUTES

Strong leadership, coaching and planning skills with the ability to set expectations, develop team members and hold others accountable.
Exceptional guest service, relationship-building and interpersonal skills, including the ability to engage naturally with a wide variety of guests.
Excellent written, verbal, telephone, public speaking and presentation skills.
Sound financial judgment when evaluating comps, reinvestment, guest profitability and service recovery decisions.
Strong analytical, problem-solving and decision-making skills, including the ability to interpret complex player and program reports, identify meaningful trends, communicate findings clearly and translate data into timely action.
Able to handle guest and team member concerns tactfully, diplomatically and professionally, including in stressful situations.
Able to maintain strict confidentiality of player, team member and company information.
Strong organizational and time-management skills with the ability to prioritize, multitask and adapt in a fast-paced environment.
High level of initiative, dependability and follow-through; able to work independently and collaboratively across departments.
Professional appearance and conduct; able and willing to work days, evenings, weekends, holidays and schedule changes as business needs require.

UNIVERSAL REQUIREMENTS

Sensitivity to various cultures, including Native American cultures.
Regular attendance and punctuality.
Ability and willingness to work any changes in scheduled hours as required.
Serve as a credit to Jackpot Junction Casino Hotel and encourage others to do the same.

PHYSICAL DEMANDS

Mobility throughout the facility and, when assigned, outdoor property areas.
Able to sit and use a computer for extended periods, with regular use of a keyboard, mouse, telephone and mobile device.
Able to stand and walk for guest interaction, floor presence and event participation.
Able to communicate effectively in person, by telephone and through written and digital channels.
Able to occasionally lift and carry materials weighing up to 10 pounds.
May work in indoor and outdoor environments and may be exposed to smoke, fumes, odors or varying temperatures.