Sr. Lead, Casino Operations

Royal Caribbean Cruises Ltd•Miami, FL

3d•Onsite

About The Position

Royal Caribbean Group’s Casino Operations team is hiring a full-time Senior Lead, Casino Operations, based onsite at the company’s Royal Caribbean Headquarters 1050. The position reports to the Sr. Manager, Casino Operations. The role is responsible for developing and executing partnership strategies that strengthen and expand the Independent Representative Network supporting Royal Caribbean International and Celebrity Cruises. It focuses on identifying new business opportunities, growing and optimizing existing partnerships, negotiating agreements, and implementing sales and marketing strategies that drive gaming revenue and cruise bookings. The role also supports global casino player acquisition, customer engagement, loyalty, and retention, and builds relationships with key representatives. The Senior Lead will use data analytics and market intelligence to identify growth opportunities, evaluate performance, and improve return on investment and the guest experience across pre-cruise, onboard, and post-cruise interactions. The role serves as a liaison between Royal Caribbean Group and its casino partners and works with internal teams to align business objectives and deliver value to the company, partners, and shared guests. Success is measured by revenue, booking, and profitability targets; partner acquisition and growth; guest satisfaction; program implementation and optimization; measurable ROI improvements; and scalable strategies for business growth. The position also requires successful day-to-day operations, support for casino credit and wire transfer processing for RCG guests, compliance with internal audit and SQM/SOP requirements, and serving as a subject matter resource on market trends, representative performance, and player acquisition strategies. The role involves frequent domestic or international travel and may involve working in a casino environment.

Requirements

Bachelor’s degree in hospitality and/or Casino Hotel Management, Business Administration, Marketing, or a related field from an accredited college or university, or international equivalent.
Minimum of 5–7 years of progressive experience in Casino Marketing, Casino Sales, Player Development, Casino Partnerships, or a related gaming or hospitality field.
Proven track record of developing, managing, and growing strategic casino partnerships and high-value customer portfolios.
Experience negotiating and executing partnership agreements, contracts, and cooperative marketing initiatives with measurable business results.
Strong background in casino analytics, including interpreting gaming performance metrics, average daily theoretical loss (ADT), average daily worth (ADW), and profitability analysis.
Experience managing budgets, financial forecasting, compensation programs, and partnership marketing investments.
Proficiency with CRM platforms such as Siebel and/or Salesforce for account management, reporting, and customer engagement.
Experience presenting business cases, performance reviews, and strategic recommendations to senior leadership and external partners.
Ability to manage multiple projects independently, meet deadlines, and work in a fast-paced environment.
Ability to effectively lead, coach, and manage a team.
Experience collaborating with cross-functional teams.
Ability to work flexible hours, including evenings, weekends, and holidays, as business needs dictate.
Ability to travel frequently, including local and overnight travel, and to travel domestically or internationally.
Ability to communicate effectively in person, by telephone, and through virtual meeting platforms.
Ability to perform the stated physical requirements, with or without reasonable accommodation, including sitting, standing, writing, reviewing and typing reports, compiling data, operating a PC, communicating, listening, assessing information, maintaining visual acuity, and occasionally lifting and carrying materials weighing up to 25 pounds.

Nice To Haves

Prior cruise, casino, gaming, hospitality, loyalty, or travel industry experience.

Responsibilities

Develop and execute partnership strategies for the Independent Representative Network supporting Royal Caribbean International and Celebrity Cruises.
Identify and secure new business opportunities and grow, optimize, and maintain existing partnerships.
Negotiate and execute mutually beneficial partnership agreements and contracts in accordance with program guidelines.
Execute sales, marketing, and player engagement strategies to drive gaming revenue, cruise bookings, acquisition, loyalty, and retention.
Use data analytics and market intelligence to identify growth opportunities, evaluate program performance, and maximize return on investment.
Enhance the guest experience throughout pre-cruise, onboard, and post-cruise interactions.
Achieve annual gaming revenue, booking, and profitability targets, including financial targets and stated new-business revenue growth goals.
Oversee the creation and management of compensation for the Independent Representative Network.
Ensure day-to-day operations are successfully executed.
Manage and support casino credit and wire transfer processing for RCG guests.
Comply with internal audit, SQM, and SOP requirements.
Serve as a subject matter expert on market trends, representative performance, and player acquisition strategies.
Coordinate with internal teams including Casino Operations, Hotel Operations, Food & Beverage, Entertainment, Database Marketing, Marketing Analytics, Finance, Revenue Management, Legal, and Compliance.
Provide executive leadership with performance updates, market insights, and strategic recommendations.
Lead, coach, and manage a team, fostering a high-performance and collaborative work environment.