Title:  Manager Player Services

JOB SUMMARY

The Player Development Manager is responsible for developing, maintaining, and growing relationships with the casino’s most valuable guests. This position leads the Player Development team in delivering exceptional, personalized experiences that drive guest loyalty, visitation, gaming revenue, and overall property profitability.

The Player Development Manager serves as a key liaison between high-value guests and the property, ensuring that guest needs and expectations are understood and consistently exceeded. This position works closely with Marketing, Casino Operations, Food & Beverage, Hotel, Entertainment, and other departments to create compelling experiences and programs that strengthen guest relationships and maximize customer value.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead, coach, and develop the Player Development team to achieve individual and departmental performance goals.
• Build and maintain strong relationships with high-value and premium guests through personalized service, communication, and engagement.
• Develop strategies to increase visitation, gaming activity, retention, and overall customer worth among targeted player segments.
• Establish clear expectations and accountability for Player Development team members, including relationship management, guest outreach, event participation, and revenue-generating activities.
• Monitor player activity, theoretical value, visitation, reinvestment, and other key performance indicators to identify opportunities and trends.
• Analyze player data and utilize available reporting tools to develop targeted strategies for acquiring, retaining, and growing valuable players.
• Plan and execute VIP events, player appreciation events, hosted experiences, and other relationship-building initiatives.
• Ensure VIP events and experiences are thoughtfully planned, executed, and followed up on to maximize guest satisfaction and return visitation.
• Develop and maintain a structured calendar of VIP events, player engagements, and relationship-building activities.
• Partner with the Director of Marketing and Marketing team on promotional strategies, player communications, direct marketing, offers, and special events.
• Collaborate with Casino Operations and other departments to ensure a seamless and elevated experience for VIP guests.
• Serve as a visible leadership presence for high-value guests during events and throughout the property.
• Identify opportunities to introduce guests to the property’s gaming, dining, entertainment, hotel, and other amenities.
• Manage player reinvestment within established guidelines and ensure appropriate documentation and accountability.
• Monitor departmental budgets and expenses related to player development activities and events.
• Establish and maintain relationships with key guests through phone calls, personal visits, correspondence, events, and other appropriate communication channels.
• Ensure player notes, contact information, preferences, and other relevant guest information are accurately maintained in the appropriate systems.
• Maintain a high level of confidentiality regarding guest information, gaming activity, offers, and other sensitive business information.
• Ensure all Player Development activities comply with company policies, internal controls, gaming regulations, and responsible gaming requirements.
• Review performance reporting and provide regular updates, recommendations, and opportunities to the Director of Marketing.
• Identify opportunities to improve Player Development processes, communication, guest experiences, and overall departmental effectiveness.
• Represent Hard Rock Hotel & Casino Sioux City in a professional manner and consistently demonstrate the property’s commitment to exceptional guest service.
• Perform other duties as assigned.

REQUIRED SKILLS AND ABILITIES

The Player Development Manager is responsible for creating a high-performing, accountable, and guest-focused team environment. Responsibilities include:

• Recruiting, training, coaching, and developing Player Development team members.
• Conducting regular one-on-one meetings and performance conversations.
• Establishing measurable goals and tracking team performance.
• Delegating responsibilities effectively and ensuring appropriate workload distribution.
• Providing ongoing feedback, recognition, and development opportunities.
• Holding team members accountable for guest engagement, follow-up, and departmental standards.

• Proficiency with Microsoft Office and the ability to learn and utilize casino marketing and player-tracking systems.

EDUCATION AND EXPERIENCE

• Minimum three years of experience in related field, or equivalent combination of education and experience 
• Must obtain valid gaming license, where applicable

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

This position requires a flexible schedule, including evenings, weekends, holidays, and attendance at VIP and special events as business needs dictate. The Player Development Manager is expected to maintain a visible presence on the casino floor and at property events and interact regularly with guests and team members.