Lead VIP Host, Gamewise

Delaware North • Linwood, NJ

3d • Onsite

About The Position

Delaware North Gaming is hiring a full-time Lead VIP Host to join its team at Gamewise in Linwood, New Jersey. The Lead VIP Host leads the delivery of an exceptional VIP experience, develops a team of Hosts, and builds relationships with the organization’s highest-value players. The role shapes retention and engagement strategies, oversees VIP promotions, and uses player insights to identify opportunities to strengthen the VIP program. It works across Member Services, CRM, Casino Operations, and other teams to create a personalized, high-touch experience.

Requirements

• At least 2 years of experience in member services, casino operations, hospitality, VIP services, account management, or another relationship-focused environment.
• Demonstrated ability to coach team members and maintain high-value customer relationships.
• Ability to analyze operational and financial data and present actionable findings.
• Strong discretion, communication, organization, judgment, and cross-functional collaboration.
• Ability to maintain flexible hours aligned with peak gaming activity.

Nice To Haves

• At least 1 year of leadership or supervisory experience in casino gaming, VIP services, hospitality, relationship management, or a comparable environment.
• Knowledge of regulated online gaming and Responsible Gaming requirements.

Responsibilities

• Lead and develop the VIP Host team by managing schedules, daily priorities, service quality, productivity, performance, and accountability.
• Maintain relationships with select high-value players, assign balanced portfolios, monitor outreach quality, and ensure continuous service coverage.
• Develop compliant retention, reactivation, recognition, and tier strategies based on player activity, engagement trends, and established program criteria.
• Oversee promotional programs and bonus decisions by monitoring eligibility, spending, effectiveness, approvals, and required documentation.
• Analyze portfolio performance and provide recurring reports on financial activity, player trends, outreach, escalations, and program improvement opportunities.
• Establish operating procedures, service standards, coverage plans, and scalable workflows to support consistent VIP operations.
• Coordinate complex player needs and escalations with Member Services, CRM, Casino Operations, Payments, Fraud and Risk, Responsible Gaming, Compliance, and other teams.
• Ensure timely player communication, accurate recordkeeping, regulatory compliance, and prompt escalation of potential player protection concerns.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with up to 4% company match.
• Annual performance bonus based on level, as well as individual, company, and location performance.
• Paid vacation days and holidays.
• Paid parental bonding leave.
• Tuition and/or professional certification reimbursement.
• Friends-and-family discounts at many of the company's hotels and resorts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed