Player Development Coordinator

Job Description

***Please note this position is pending PGCB approval***

The Player development Coordinator plays a key role in enhancing the overall guest experience and ensuring the growth of high-value customer quantity and profitability. This position is responsible for managing relationships with existing VIP players as well as developing new VIP players. Critical job responsibilities include, but are not limited to, ensuring VIP growth by delivering personalized services, recognition, and exclusive offerings that contribute to their loyalty, advancement, and continued business. The Coordinator will work closely with various departments to ensure a seamless experience for guests while supporting the strategic goals of the business.

• Develop and maintain strong relationships with VIP and high-value players by providing personalized services, proactive outreach, and attentive follow-up to ensure guest satisfaction.
• Address player concerns, complaints, and inquiries promptly and professionally, ensuring a high level of guest service and satisfaction.
• Ensure VIP players feel valued and appreciated, tailoring services and experiences to their preferences and needs.
• Demonstrate a proactive mature and personable approach to building and maintaining relationships with high-value players.
• Coordinate and manage special events, promotions, and offers designed to engage, retain and develop high value players resulting in tangible revenue enhancements.
• Assist in developing loyalty and retention strategies, creating personalized experiences for key players as well as performing the physical implementation.
• Regularly communicate with players through phone calls, emails, and in-person meetings to build and strengthen relationships weekly and daily.
• Monitor and track player activity, including game behavior, frequency of visits, and spending patterns, to identify opportunities for engagement.
• Maintain accurate records of player interactions, preferences, and feedback for new, current and player prospects with weekly report requirements.
• Learn and operate within marketing and gaming enterprise systems managing player tracking and host activity.
• Physically host VIP centric special events, activities, promotions, and appreciation gestures.
• Assist in the coordination of travel arrangements, accommodations, and exclusive offers for top-tier players attending casino-hosted events.
• Ensure all details are handled meticulously to deliver exceptional guest experiences.
• Collaborate with the executive, marketing and gaming operations teams to ensure consistent communication and a cohesive approach to player development strategies.
• Stay informed about industry trends, competitor offerings, and player preferences to keep our location competitive and appealing to VIP players.
• Ensure all player development activities and promotions are pre-approved by the General Manager and compliant with local, state, and federal regulations, as well as the casinos internal policies, in advance of implementation.
• Maintain confidentiality and discretion regarding player information, following the highest standards of integrity and professionalism.
• All additional duties as assigned, including assisting with marketing and promotions activities.
  
  

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Required Experience

• High school diploma or equivalent required; Bachelors degree in Hospitality, Business, or related field preferred.
• 2 years of experience in casino player development, guest relations, or a customer service-based role within a hospitality, gaming or related sales environment. Experience in the casino or gaming industry, particularly in a VIP or player development capacity, is highly desirable.
• Excellent interpersonal and communication skills with the ability to build rapport with high-value guests. Strong customer service focus with a genuine desire to exceed guest expectations.
• Organizational skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Proficiency in CRM systems and Microsoft Office Suite (Excel, Word, Outlook, etc.).
• Ability to maintain a professional and positive demeanor in all interactions, both internally and externally.
• Strong problem-solving skills, with the ability to think quickly and address player concerns effectively.
  
  

Benefits

Company Benefits include (please note that some are reserved for Full Time Team Members only):

Medical/Dental/Vision after 90 days of continuous full time service

Paid Time off (Vacation, Sick, Holidays)

401K with partial company match (after 6 months of employment – both FT and PT)

Short and Long Term Disability (after a qualifying period)

Employee Dining Room

Free Uniforms and Parking

Bright Funds Charitable Match program

Team Member Assistance Fund

Tuition Reimbursement

Appreciation and Celebration Events

Fun Company Swag

This is not a comprehensive list of benefits offered.

Keyword: Player Development Coordinator