Player Development Administrator

JACK Main; Cleveland (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

JACK Main in Cleveland, OH is seeking a Casino Marketing Operations Coordinator to manage hotel room blocks, VIP guest programs, and collaboration with marketing and player development teams to ensure profitable guest experiences.

The role supports events, ticket allocations, Stay & Play packages, vendor coordination, and reporting while maintaining compliance with gaming regulations and internal controls.

Qualifications

• Excellent customer service and communication skills.
• 1-2 years’ casino/hotel or host/account management experience.
• Ability to manage multiple projects and adapt to changing priorities.
• Proficiency with customer point-of-service systems.
• Ability to work in environments with smoking guests.
• Must be 21 years of age.

Responsibilities

• Manage hotel room block reservations and inventory for promotions and VIPs.
• Verify and process monthly room block invoices.
• Coordinate OPTX queries, reports, and tasks with the team.
• Relay promotional rules to the Host Team for VIP guest communication.
• Coordinate ticket allocations with entertainment venues and verify access.
• Oversee Stay & Play packages tied to partnerships.
• Liaise with restaurant partners for voucher redemptions and reporting.
• Support Asian Casino Marketing events, promotions, and tournaments.
• Maintain records to ensure internal controls and gaming regulation compliance.
• Communicate with Hosts, hotel partners, and vendors for smooth program execution.

Skills

Independent worker

Customer service

Negotiation

Communication

English proficiency

Tools

POS systems

Job description

Essential Functions

• Manage hotel room block reservations and inventory, ensuring efficient and guest-friendly booking for casino promotions and VIP guests to include but not limited to: minimizing the attrition of rooms and other aspects to help reduce overall hotel comping expenses, verifying and processing monthly room block invoices, and generally ensuring that the gaming play levels of comped hotel guests meet minimum guidelines for play history and reinvestment levels.
• Assists with the coordination of OPTX related queries, reports, lists, task assignments, and other productivity efforts
• Works in collaboration with the Marketing Operations Leadership to comprehend and relay monthly promotional rules and information to the Player Development Host Team to ensure they can successfully communicate pertinent details to VIP guests.
• Coordinate the allocation and tracking of sporting and special event tickets in partnership with external
• entertainment venues. Also, oversees and reports on the availability of tickets and verification that tickets are being issued to qualified guests.
• Oversee the activation, tracking, and fulfillment of "Stay & Play" packages tied to community partnerships
• and sponsorships.
• Act as the primary liaison for restaurant partners to handle monthly voucher redemptions, reimbursements, and reporting.
• Provide administrative and logistical support for the Asian Casino Marketing initiatives including events, promotions, tournaments, and guest experiences.
• Maintain accurate records and reports for all assigned areas, ensuring compliance with internal
• controls and gaming regulations.
• Communicate regularly with Hosts, hotel partners, and third-party vendors to ensure
• smooth program execution.
• Collaborate with the Player Development Host Team to drive productivity, refine processes, and improve the guest experience.
• Perform other duties as apparent or assigned by the Director of Casino Marketing

Knowledge, Skills & Abilities

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (8 hours).
• Must be able to respond calmly and make rational decisions when handling employee conflicts.
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Ability to push, pull, reach, bend, twist, stoop and kneel.
• Must be able to lift and carry up to 50 lbs.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English
• Must be able to work in an environment where guests are smoking.

Education and Experience

• Must have excellent customer service skills.
• 1-2 years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).
• Ability to think independently from a leadership capacity while making real-time decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must be proficient with customer point-of-service systems.
• Excellent interpersonal, communications, problem solving and analytical skills required.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail with both trip logistics and customers.
• Must present well-groomed professional appearance.
• Multilingual preferred but not required.
• Must be 21 years of age

Required Certification/License

• Ability to obtain a Gaming Occupational License within the State of Ohio.