Why the casino player development team acts as the heartbeat of the casino
The casino player development team has always been and still is the heartbeat of the casino. It is this team comprised of the Director, Host Manager, Executive Hosts, Casino Hosts, Slot Hosts and Player Development Representatives that serve the players who produce the most revenue for the casino. This is the instrumental group that is usually in front when the player first arrives on the property and during their stay on the property. It is the many faces of the PD team that many guests will repeatedly verify that make them feel the most “wanted” and “valued”. And feeling loved and valued is critical to building guest loyalty.
The casino player development organization should be a well-oiled team with systems and programs in place that provide a seamless and flawless guest experience. From the moment the guest calls and reserves a room to the moment they hop in the limo to head back to the airport, the player development team shouldn’t miss a beat. No “T” can be left uncrossed and no “I” can be left without dots. It’s the simplest details that need to be checked over and over again to ensure that the guest has an experience that is not only pleasurable, but more importantly, extraordinary.
This team of executives should be led by a dynamic leader, typically the director of player development, who understands not only the importance of having a systematic, analytical method for monitoring department performance, but also the complexities and fineses of serving players. players in a way that is personal and efficient, yet fun and lively. This director must have the ability to put himself in the position of the general manager, who must account for all the dollars spent to recruit and retain the high roller, and yet must also understand the position of the host who has to face the player. and acting as a representative of the casino, whose allegiance must at least appear to be with the player, even though the casino is actually the host’s employer. It’s a fine line for any and all player development executives. And as casinos become more cost conscious, this line doesn’t get any easier, but rather more difficult.
However, the player development group of folks are inevitably the nicest and most notable of all the casino property employees. They are the ones who love what they do so much that they are willing to answer their phones 24/7 just to make sure that a player never goes unnoticed or unappreciated and always has someone to call for any wish. or demand that they wish to fulfill. .
It is the casino player development team that truly serves as the heartbeat of the casino. They’re in the middle of the action, whether it’s the VIP party, the sporting event, or the action on the casino floor. They constantly strive to maintain the loyalty of their current players while tirelessly seeking out new players as well. They are better known by name than any other employee on the property. It is these loyal casino employees that make the casino a place high rollers want to be.