Exec Director Casino Host & Player Dev Operations

Westgate Resorts•Las Vegas, NV

About The Position

The Executive Director of Player Development is responsible for leading the Casino & Superbook Host team and managing the Independent Agent program. Manages key strategic programming to cultivate host growth, new revenue opportunities, customer retention, and proactive customer service culture.

Requirements

Communicate effectively both verbally and in writing to provide clear direction, instruction, and guidance to staff.
Assign and instruct all personnel in details of work.
Observe performance and encourage improvement.
Monitor workload and make staffing adjustments accordingly.
Excellent computer skills and proficiency in programs including Excel, Word, Outlook, CMS, and OPTX CRM Systems.
General understanding of casino marketing and the customer journey.
Strong leadership, customer service, and presentation skills.
8 years of experience in the Casino gaming industry required.

Nice To Haves

5 years of experience in marketing management or as a casino host preferred.
Bachelors degree in Business, Marketing, Hospitality, or Communication preferred.

Responsibilities

Responsible for hiring, training, development, and supervision of the Casino Marketing Host, Executive, & Player Development staff.
Manages host team floor coverage, scheduling, event participation, incentive programs, and approvals.
Assists in making decisions regarding comping, airfare, and credit.
Supports administrative duties the Independent Agent program which may include recruiting new agents, maintaining frequent communication with active agents, coordinate player visits, and attentively looks after players during their visit.
Oversees and manages customer service and guest recovery for hosted level players.
Prepares monthly reporting for programming related to budgets, commissions, incentives, and expenditures.
Provides supporting documentation for leadership teams when necessary.
Ensures the host team is maximizing utilization of events, on and off property tickets, golf, suites, and other amenities to attract VIP level play.
Works closely with Revenue Management and Casino Services to ensure yielding rooms and approvals for host players are being maintained in a timely fashion.
Supports the WOW Rewards desk for gift giveaways, special events, hot seats, and other related items that drive hosted players to the property.
Builds VIP focused event calendar to drive incremental visitation and revenue.
Responsible for the oversight, programming, and maintenance of the Player Development CRM tool.
Utilizes CRM tool to identify customer prospects, missed opportunities, and analyze host performance.
Regularly monitors the competitive gaming market, locally, regionally, and nationally to identify potential threats and opportunities.
Creates and promotes new programs to target and obtain new customers.
Works closely with all operational departments to ensure optimum customer service levels are achieved and maintained.
Leads with actions and methods that are ethical and in full compliance with all applicable laws, regulations, and company policies.