Player Development Manager

The Player Development Manager is responsible for leading the Player Development team in cultivating strong, profitable relationships with VVIP and hosted casino customers. This role oversees the execution of strategic initiatives designed to increase customer loyalty, visitation, and revenue for Horseshoe Casino Baltimore. The Player Development Manager analyzes player trends, market opportunities, and competitive activity to guide strategic decision-making.

This role ensures that engagement, reinvestment, and service strategies align with Caesars Entertainment standards while optimizing trips, theoretical play, and overall guest satisfaction. Additionally, the Manager partners closely with Marketing, Hospitality, Gaming Operations, and National Casino Marketing to create compelling experiences that support retention and growth of high value guests. The ideal candidate fosters a sales-driven, guest-focused culture, ensures adherence to regulatory and company policies, and maintains the highest standards of professionalism and service excellence reflective of the Caesars brand.

• College degree in Marketing, Business Administration, Hospitality or a related field, preferred.
• Experience of seven to ten years in the gaming industry, with at least three years managerial or supervisory experience in Casino Marketing, 3+ years of experience in Player Development, or preferably within the Casino industry working for a large-scale business with extensive multi-channel marketing and national reach.
• Experience working with high-value guests or VIP programs.
• Knowledge of casino reinvestment principles, gaming systems, and CRM tools.
• Strong leadership experience with a proven ability to motivate and influence teams.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong analytical and decision-making capabilities.
• Ability to work in a fast-paced environment with varying demand levels, including nights, weekends, and holidays as required.
• Must possess excellent communication skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests and to effectively lead, motivate and develop a diverse workforce.
• Must be able to manage multiple objectives and tasks simultaneously and continually assess and re-set priorities.
• Must be able to get along with co-workers and work well as an inspirational team leader. • Must present a well-groomed, professional appearance.
• Must be able to work any day of the week and any shift.

ADDITIONAL REQUIREMENTS

• Must be able to maneuver in and around the entire casino and hotel area, particularly the gaming pit areas.
• Must be able to respond calmly in crisis and demanding situations, particularly when situations involve customer or employee conflicts.
• Must be very effective at both verbal and written communication, and to speak and understand English.
• Must be able to respond to visual and aural cues.
• Must be able to work in a smoke-filled environment.
• Must be able to converse over the telephone in situations where there is loud and disruptive background noise.
• Job requires being on one's feet and involves much walking between meetings and around the Casino floor.
• Schedule flexibility required.
• Be able to lift up to 60 pounds.
• Manage a diverse sales force with the goal of motivating, inspiring, leading, and developing the best casino hosts ("sales associates") who are driven to provide exceptional customer service and build strong relationships with our VIP and hosted-level customers.
• Prepare the annual business plans and budgets to ensure the appropriate focus and resources are in place to target and grow revenue contributions
• Achieve maximum revenue in each targeted market segment for gaming, hotel, and food & beverage.
• Develop new business channels to generate additional cash revenue through sales opportunities
• Contribute ideas to grow existing business and expand into new business opportunities.
• Play an integral role in ensuring proper marketing programs are in place to solicit customer response, including telemarketing, special events, and direct mail.
• Make sound decisions regarding customer comp incentives, problem-solving, and communication while maintaining confidentiality of sensitive customer information.
• Ensure the team is properly and fully utilizing the contact management and telemarketing tools developed by Caesars to drive customer trips and gross gaming revenues from the VIP and hosted business channels.
• Control expenses relative to plan and establish policies that clearly communicate the reinvestment strategy and tactics targeted to Horseshoe Casino Baltimore VVIP and casino-hosted customer segments.
• Regularly monitor the competitive environment locally, regionally, and nationally to identify opportunities and potential threats to achieving revenue goals and key business initiatives for the hosting departments.
• Make ongoing adjustments to leverage the property's strengths, capitalize on opportunities in Horseshoe Casino Baltimore's competitive markets, and minimize imminent competitive threats.
• Recruit new casino hosts as business needs dictate, ensuring all new hires receive the training and tools needed in a timely manner to position each new sales associate for success.
• Serve as a role model to other employees, consistently presenting oneself as a credit to Caesars and encouraging others to do the same.
• Meet all attendance guidelines and adhere to regulatory, departmental, and company policies.
• Complete other duties as assigned.
• Manage a diverse sales force with the goal of motivating, inspiring, leading, and developing the best casino hosts ("sales associates") who are driven to provide exceptional customer service and build strong relationships with our VIP and hosted-level customers.
• Prepare the annual business plans and budgets to ensure the appropriate focus and resources are in place to target and grow revenue contributions
• Achieve maximum revenue in each targeted market segment for gaming, hotel, and food & beverage.
• Develop new business channels to generate additional cash revenue through sales opportunities
• Contribute ideas to grow existing business and expand into new business opportunities.
• Play an integral role in ensuring proper marketing programs are in place to solicit customer response, including telemarketing, special events, and direct mail.
• Make sound decisions regarding customer comp incentives, problem-solving, and communication while maintaining confidentiality of sensitive customer information.
• Ensure the team is properly and fully utilizing the contact management and telemarketing tools developed by Caesars to drive customer trips and gross gaming revenues from the VIP and hosted business channels.
• Control expenses relative to plan and establish policies that clearly communicate the reinvestment strategy and tactics targeted to Horseshoe Casino Baltimore VVIP and casino-hosted customer segments.
• Regularly monitor the competitive environment locally, regionally, and nationally to identify opportunities and potential threats to achieving revenue goals and key business initiatives for the hosting departments.
• Make ongoing adjustments to leverage the property's strengths, capitalize on opportunities in Horseshoe Casino Baltimore's competitive markets, and minimize imminent competitive threats.
• Recruit new casino hosts as business needs dictate, ensuring all new hires receive the training and tools needed in a timely manner to position each new sales associate for success.
• Serve as a role model to other employees, consistently presenting oneself as a credit to Caesars and encouraging others to do the same.
• Meet all attendance guidelines and adhere to regulatory, departmental, and company policies.
• Complete other duties as assigned.