Guest Experience & Player Development Lead

Gulfstream Park Racing; Florida; On-site; USD 71,000 - 97,000; Full time

Job summary

Gulfstream Park Racing in Hallandale Beach, FL is seeking a Player Services Manager to oversee guest experience efforts by the Players Club and Casino Host Team, ensuring the highest level of service for all guests.

This role supervises the Champions Club and Player Development staff, coordinates promotions with Casino Marketing, plans events, and maintains internal controls, safety standards, and regulatory compliance.

Qualifications

• Two years prior experience in hospitality/customer service.
• Three years’ experience in supervision/management, goal setting and budget development.
• Ability to obtain and maintain a valid Florida gaming license
• Strong written and oral communication skills
• Ability to work with guests, peers, and regulatory personnel
• Strong computer skills including Microsoft Office Products

Responsibilities

• Oversee daily operation of the Champions Club and Player Development.
• Supervise staff of 2 Players Club Supervisors, 1 Lead Club Rep, 3 Club Reps and Casino Host team.
• Handle customer issues via phone, email or in person and guarantee high levels of guest service.
• Liaise with Casino Marketing for promotions and events.
• Ensure compliance with internal controls and safety procedures.
• Promote loyalty through events and player development activities.

Skills

Customer service

Communication skills

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

Gulfstream Park Racing in Hallandale Beach, FL is seeking a Player Services Manager to oversee guest experience efforts by the Players Club and Casino Host Team, ensuring the highest level of service for all guests.

This role supervises the Champions Club and Player Development staff, coordinates promotions with Casino Marketing, plans events, and maintains internal controls, safety standards, and regulatory compliance.