Player Development Manager

Caesars Entertainment; Baltimore (MD); On-site; USD 110,000 - 150,000; Full time

Job summary

Caesars Entertainment, Horse shoe Casino Baltimore, seeks a Player Development Manager to lead the VIP host team, grow hosted guest relationships, and guide revenue-enhancing initiatives across gaming, hotel, and F&B. You will align engagement strategies with brand standards and work closely with Marketing and Operations to optimize guest loyalty.

The role requires strong leadership, VIP program experience, and robust CRM/data analysis skills to deliver exceptional service and maximize guest

Qualifications

• 7–10 years in gaming marketing or hospitality with leadership experience
• Experience working with high-value VIP guests or programs
• Strong CRM and multi-channel marketing experience

Responsibilities

• Lead a diverse sales force of casino hosts and drive VIP engagement
• Develop annual business plans and budgets to grow revenue
• Collaborate with Marketing, Hospitality, Gaming Operations and National Casino Marketing to enhance guest experiences

Skills

Leadership

Communication

Analytical skills

Customer relationships

Education

College degree in Marketing

College degree in Business Administration

Hospitality background

Tools

CRM tools

Contact management systems

Job description

WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission: “Create the Extraordinary"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

• 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.

What You Will Need

• 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.

TOGETHER WE WIN
We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.