POSITION SUMMARY
Responsible for leading the property's Player Development team while personally cultivating and maintaining relationships with the property's most valuable guests. This position balances leadership responsibilities with direct player development, ensuring VIP guests receive exceptional service while driving visitation, gaming revenue, and long-term loyalty.
The successful candidate is an accomplished relationship builder, an experienced leader, and a results-oriented professional who thrives on developing both guests and team members.
KEY RESPONSIBILITIES
The following statements are intended as an overview of key responsibilities of the work for this position and are not all inclusive:
Player Development Leadership
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Recruit, train, coach, and supervise the Player Development team, including Executive Casino Hosts and Casino Hosts.
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Establish performance expectations, sales goals, and service standards.
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Monitor team performance and provide ongoing coaching and professional development.
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Foster a culture of accountability, teamwork, and exceptional guest service.
VIP Relationship Management
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Develop and maintain a personal portfolio of high-value guests.
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Build strong relationships through proactive communication and personalized service.
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Identify opportunities to increase visitation, gaming activity, and guest loyalty.
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Resolve guest concerns quickly and professionally while creating memorable experiences.
Business Development
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Identify and cultivate new premium players through outbound sales efforts, referrals, special events, and networking opportunities.
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Work collaboratively with Marketing to develop promotions and events that appeal to premium players.
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Analyze guest worth and visitation trends to maximize player reinvestment and profitability.
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Recommend complimentary offerings consistent with company guidelines and reinvestment strategies.
Marketing & Operations Collaboration
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Partner with Marketing to execute VIP events, promotions, and player appreciation programs.
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Coordinate with Hotel, Food & Beverage, Entertainment, and Casino Operations to deliver seamless guest experiences.
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Ensure VIP reservations, event invitations, and special requests are executed flawlessly.
Administration & Compliance
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Maintain accurate player records and documentation within the casino management system.
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Prepare reports and monitor player development performance metrics.
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Ensure compliance with all company policies, gaming regulations, and responsible gaming practices.
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Protect confidential guest information at all times.
Other Responsibilities
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Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position’s supervisor.
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Keeps position supervisor informed of relevant activities.
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Other duties as assigned.
EDUCATION & EXPERIENCE
Bachelor’s degree in marketing or business administration or similar field. Five (5) or more years of casino host or player development experience, including leadership responsibilities. Demonstrated success developing premium player relationships and increasing gaming revenue. Strong leadership, communication, sales, and relationship-building skills. Ability to analyze player data and make sound business decisions. Must have excellent PC skills including knowledge of all Microsoft Office software programs.
SKILLS & COMPETENCIES
Must have ability to:
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Communicate effectively with all levels of Team Members, guests and outside contacts.
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Strong leadership and team management skills.
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Excellent organizational and multitasking abilities.
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Ability to work in a fast-paced, high-pressure environment.
REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:
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Attend required training sessions offered by the casino.
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Obtain and maintain required license(s).
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Perform the duties described in compliance with local laws and regulations.
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Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
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Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
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Have knowledge of the Property’s programs to address problem gambling.
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Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
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Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
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Report any acts of wrongdoing on behalf of any Team Member of which they have knowledge.
WORK ENVIRONMENT
Work effectively in a fast-paced environment.
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Move around all work areas effectively and efficiently.
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Work long hours, including nights, weekends and holidays.
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Work in an environment with moderate to loud noise levels, may be exposed to secondhand smoke and varied light levels, including flashing lights.
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Ability to stand, walk, bend for entire shift.
CERTIFICATES, LICENSES, AND REGISTRATIONS:
Iowa Racing & Gaming Commission License
Valid Driver’s License with a minimum of three (s) years driving experience
SUPERVISORY RESPONSIBILITIES
May manage subordinates who may supervise Team Members. Responsible for the overall direction, coordination, and evaluation of the unit(s).
A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team Members will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
