VIP Growth & Player Development Director

Norfolk Casino; Norfolk (VA); On-site; USD 110,000 - 140,000; Full time

Job summary

Boyd Gaming Corporation is seeking an experienced casino marketing professional to lead VIP and high-end player development initiatives at our Norfolk properties. You will overseeVIP programs, coordinate with sister properties, and drive customer engagement through telemarketing and written communications.

Strong leadership and customer relations are essential. Responsibilities include managing a team of Hosts and VIP Services, tracking player activity, and ensuring compliance with comp

Qualifications

• Minimum of five (5) years previous casino marketing experience required with a minimum of three (3) years of management experience preferably in player development.
• Strong employee management skills with prior experience managing groups of 10 or more individuals.
• Excellent verbal and written communication skills.
• Excellent customer relations’ skills required with the ability to handle difficult guest situations.
• Computer literacy required with working knowledge of player tracking systems and a high skill level in Microsoft Word and Excel.
• Ability to analyze customer information and make appropriate decisions related to marketing and complimentary.

Responsibilities

• Direct responsibility for growth and defection of high-end players.
• Oversee reinvestment rate and programs for high-end players.
• Establish and execute department policies and objectives in an effort to grow new and existing players.
• Supervise, schedule and train Hosts and VIP Services.
• Monitor the use of complimentary services by staff and remain within established comp guidelines.
• Work with sister properties to support VIP activities.
• Implement programs to build staff/customer relationships including regular telemarketing and written correspondence.
• Establish contact quotas and measure staff activity.
• Achieve goals for reactivation of defected players.
• Generate an increase in high-end players within the player database.
• Create programs aimed at increasing rated play among mid to high-end players.
• Oversee property’s VIP program and make recommendations for changes as needed.
• Establish procedures to obtain and record information on customers for monthly activity reports.
• Communicate information concerning credit policies to customers.
• Plan and coordinate VIP player events.
• Oversee VIP room blocks and ensure qualified players are offered appropriate programs.
• Provide feedback to senior management on customer preferences and expectations.
• Work as a team with slot operations and table games personnel to grow hi-worth customer segment.
• Assist property management in creating new marketing programs.
• Follow established procedures to obtain and record addresses and phone numbers on new customers and maintain customer records for monthly host activity report

Skills

Casino marketing

Management

Customer relations

Communication

Data analysis

Team leadership

Tools

Player tracking systems

Microsoft Word

Excel

Job description

Boyd Gaming Corporation is seeking an experienced casino marketing professional to lead VIP and high-end player development initiatives at our Norfolk properties. You will overseeVIP programs, coordinate with sister properties, and drive customer engagement through telemarketing and written communications.

Strong leadership and customer relations are essential. Responsibilities include managing a team of Hosts and VIP Services, tracking player activity, and ensuring compliance with comp