Player Development Supervisor - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

13d•$51,273 - $70,721•Onsite

About The Position

The Player Development Supervisor leads the Marketing/Relationship Marketing Coordinators and VIP Services team, overseeing operational, administrative, and event-driven activities to ensure accurate, efficient execution in accordance with Live! brand standards. The role supports high-quality guest experiences and consistent operations through oversight of workflows, scheduling, compliance, VIP services, and events. The Supervisor collaborates with leadership and cross-functional departments to align team efforts with player development strategies, guest engagement, and revenue goals, while supporting team development and continuous improvement. The position supports the Vice President of Casino Marketing and the Relationship Marketing team, helping maintain effective staffing, reporting, financial processes, records, communications, and office operations. It is based in a 24/7 high-energy casino environment with more than 300,000 square feet of gaming and entertainment space and approximately 3,000 employees. The environment includes exposure to alcohol, cigarette and cigar smoke, bright lights, and loud noises, and smoking is allowed.

Requirements

Minimum two years of experience in a related role.
Two to five years of experience in a high-volume professional office environment and/or supervisory experience in the entertainment or hospitality industry.
A two-year degree in a related field or equivalent work experience.
Must be able to obtain and maintain a valid gaming license as determined by the State Gaming Control Agency.
Ability to communicate clearly and effectively orally and in writing, and interact effectively with guests and team members.
Strong organizational, leadership, and team motivation skills.
Proficiency with casino systems, including QCI, LMS, Loyalty, and Monday.com, and Microsoft Office, including Excel.
Strong attention to detail and accuracy in administrative and reporting tasks.
Ability to analyze and interpret departmental needs, performance data, and results.
Strong problem-solving skills and ability to resolve complex issues.
Ability to work under pressure in a fast-paced, interrupt-driven environment and maintain focus and mental concentration for extended periods.
Flexibility to work irregular schedules, including nights, weekends, and holidays, and to meet varying deadlines.
Ability to stand for extended periods and sit 60% of the time.
Ability to lift 50 pounds.
Ability to reach specific objects at short distances in the local working area.
Ability to walk up and down 31 steps to and from the casino floor.

Nice To Haves

Experience in casino marketing, guest services, or hospitality; supervisory experience preferred.
Hospitality, touring, or travel agency experience.
A four-year degree in a related field; a college degree in a related field is preferred.

Responsibilities

Supervise, support, train, and develop Marketing/Relationship Marketing Coordinators and VIP Services team members.
Ensure accuracy and timeliness of coordinator tasks, including QCI data entry, Monday.com logs, gift and raffle tracking, and guest communications.
Oversee event preparation and execution, including rosters, RSVP lists, signage, reservations, ticket distribution, and logistics.
Manage coordinator scheduling, attendance tracking, casino floor coverage, and staffing levels across the Relationship Marketing team.
Serve as the escalation point for coordinator-related issues and collaborate with leadership to resolve them.
Monitor compliance with SOPs, including comps, player documentation, coding policies, and departmental standards.
Maintain commission programs and oversee payment processes.
Partner with leadership to align team efforts with player engagement strategies and guest experience goals.
Support the Vice President of Casino Marketing and Relationship Marketing team as needed.
Participate in interviews and performance evaluations.
Collaborate with Legal and IT on contracts, non-competes, and system access setup.
Monitor and review expense reports, budgets, credit cards, vouchers, comp exceptions, invoices, and financial records.
Analyze and improve processes, procedures, and performance standards.
Prepare operational and administrative reports, including attendance, hires, transfers, terminations, budgets, and performance data.
Maintain accurate records and departmental data, track productivity, and report to management.
Handle communications by answering phones, routing calls, and managing correspondence.
Coordinate support services such as maintenance, supplies, mail, and data management.
Maintain awareness of casino operations, promotions, and local activities.
Ensure a clean, organized, and professional office environment.
Collaborate with other departments and leadership, including cross-property coordination for events and hosting duties.
Foster a professional, collaborative, and supportive team environment.
Perform other duties as assigned.

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and eligible dependents.
Free basic life insurance.
Free short-term and long-term disability coverage.
Retirement savings options.
Paid time off.
Tuition reimbursement.
On-site wellness center for Team Members and eligible dependents at the Maryland property.
Training and pathways for career growth.
Rewards and recognition programs.
Annual merit-based pay increases.
Discretionary performance bonuses.
Discretionary service bonuses.
Free parking.
Free food and discounted meals.
Live! Hotel, Food & Beverage, and Entertainment discounts.