SVP, Player Development

Hard Rock Hotel & Casino Ottawa; Las Vegas (NV); On-site; USD 350,000 - 600,000; Full time

Job summary

Hard Rock Hotel & Casino Las Vegas seeks a visionary SVP, Player Development to lead guest-relationship strategies, VIP engagement, and high-value player acquisition. You will oversee all hosts and loyalty programs and drive premium experiences across casino operations, hotel services, and entertainment.

As a member of the executive team, you will collaborate with marketing and operations to maximize revenue while ensuring regulatory compliance and exceptional guest service.

Qualifications

• Minimum of 15 year of extensive, proven experience within the gaming industry.
• Deep familiarity with Gaming Commission regulations and internal controls.
• Demonstrated leadership managing large, guest-facing teams.
• Strong organizational and strategic planning with a track record of hitting financial/operational goals.
• Ability to foster a culture of enthusiasm, professionalism, and guest-focused excellence.
• Proven success building and maintaining relationships with high-value customers.
• Strong analytical skills to interpret player data and drive revenue.
• Outstanding interpersonal skills across diverse service levels.

Responsibilities

• Provide high-level strategic leadership for all Player Development programs, hosts, and VIP service teams.
• Develop and execute enterprise-wide strategies to increase gaming revenue through relationship cultivation and personalized service.
• Build, maintain, and expand relationships with top-tier guests to drive incremental trips and increased gaming activity.
• Oversee player evaluation, ratings analysis, trip frequency monitoring, and segmentation strategies.
• Ensure accurate use of player data to coordinate hotel accommodations, transportation, entertainment access, and services.
• Create and drive strategies to achieve financial objectives related to gaming revenue, room occupancy, and premium experiences.
• Represent the organization at VIP events and high-value guest engagements to strengthen loyalty.
• Collaborate with Casino Operations, Hotel Operations, Marketing, and Entertainment to deliver exceptional experiences for high-value guests.
• Establish and maintain policies, performance standards, and service expectations for the Player Development team.
• Recruit, mentor, and lead a high-performing Player Development leadership team.

Skills

Leadership

Relationship management

Strategic planning

Communication

Analytical skills

Compliance

Guest experience

Team management

Job description

Coming soon to the Las Vegas Strip, Hard Rock Las Vegas will be a fully integrated luxury resort offering world- class hospitality, gaming, dining, entertainment and retail. Positioned on the 50- yard line of the Strip, the resort will feature a nearly 700 ft. guitar- shaped hotel that will change the Las Vegas skyline. The finished complex will feature over 3,700 hotel rooms, approximately 175,000 square feet of gaming space, two spas, multiple pools, live entertainment venues and dozens of restaurants, lounges and retail outlets.

The SVP, Player Development at Hard Rock Hotel and Casino Las Vegas, under the direction of the President and SVP of Gaming Operations, serves as the senior executive leader responsible for driving the overall strategic direction, performance, and growth of the Player Development division. This role oversees all guest-relationship strategies, VIP engagement initiatives, and high- value player acquisition and retention efforts to maximize gaming revenue and elevate the guest experience. As a key member of the property’s executive leadership team, the SVP, Player Development leads a world- class team dedicated to cultivating meaningful, profitable relationships with our most valuable guests while continually enhancing service standards, loyalty programming, and premium experiences.

Responsibilities include, but are not limited to:

• Provide high- level strategic leadership for all Player Development programs, hosts, and VIP service teams.

• Develop and execute enterprise- wide strategies to increase gaming revenue through relationship cultivation, targeted outreach, and personalized service.

• Build, maintain, and expand relationships with top- tier guests and high- value players to drive incremental trips, extended stays, and increased gaming activity.

• Oversee player evaluation, ratings analysis, trip frequency monitoring, and segmentation strategies to ensure hosts effectively manage their player portfolios.

• Ensure accurate and consistent use of player data to coordinate hotel accommodations, transportation, entertainment access, and complimentary services in alignment with established guidelines and profitability targets.

• Create and drive strategies to achieve financial objectives related to gaming revenue, room occupancy, entertainment events, and special programming.

• Represent the organization at VIP events, property activations, and high- value guest engagements to strengthen relationships and drive loyalty.

• Collaborate closely with Casino Operations, Hotel Operations, Marketing, and Entertainment to deliver exceptional, seamless experiences for high- value guests.

• Establish and maintain policies, performance standards, and service expectations for the Player Development team.

• Recruit, mentor, and lead a high- performing Player Development leadership team focused on excellence, accountability, and continuous growth.

• Ensure full compliance with Gaming Commission regulations, departmental policies, and internal controls.

Qualifications:

• Minimum of 15 year of extensive, proven experience within the gaming industry, and exceptional communication abilities, strong judgment, professionalism, and unwavering integrity.

• Deep familiarity and compliance with Gaming Commission regulations, internal controls, and Player Development policies.

• Demonstrated leadership experience with the ability to manage, train, and motivate large, guest- facing teams.

• Strong organizational and strategic planning skills with a proven track record of achieving financial and operational goals.

• Ability to foster a culture of enthusiasm, professionalism, and guest- focused excellence.

• Proven success building and maintaining relationships with high- value customers.

• Strong analytical skills, with the ability to interpret player data and create actionable strategies.

Work Environment:

• Duties are primarily performed on the casino floor in a fast- paced, guest- interactive environment.

• Exposure to the general public, loud noise, and a smoking environment.

• Physical requirements include standing, walking, reaching, using hands, speaking, hearing, and occasional lifting of up to 30 pounds.

• Must possess vision abilities including close, distance, peripheral, color vision, depth perception, and ability to adjust focus.

Knowledge, Skills and Abilities:

• Strong understanding of Player Development strategies, high- value guest expectations, and loyalty program principles.

• Exceptional ability to build long- term, revenue- driving relationships with premium clientele.

• Proven success meeting financial targets and achieving business goals.

• Skilled in analyzing player performance data and adapting strategies to maximize revenue.

• Outstanding interpersonal skills and ability to engage with diverse guests at all service levels.

• Highly adept at managing multiple priorities and adjusting to rapid operational changes.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Native American and Indigenous Tribes who meet the job requirements.