VIP Guest Experience Director

Churchill Downs Incorporated; Sioux City (IA); On-site; USD 65,000 - 95,000; Full time

Job summary

The Player Development Manager at Churchill Downs Incorporated's Hard Rock Hotel & Casino Sioux City leads a team responsible for cultivating relationships with high-value guests, driving loyalty, visitation, and revenue across casino, hotel, and entertainment offerings.

This role collaborates with Marketing, Casino Operations, Food & Beverage, Hotel, and other departments to create compelling VIP experiences and programs.

Qualifications

• Minimum three years of experience in related field, or equivalent combination of education and experience.
• Must obtain valid gaming license, where applicable.

Responsibilities

• Lead, coach, and develop the Player Development team to achieve individual and departmental performance goals.
• Build and maintain strong relationships with high-value and premium guests through personalized service, communication, and engagement.
• Develop strategies to increase visitation, gaming activity, retention, and overall customer worth among targeted player segments.
• Establish clear expectations and accountability for Player Development team members, including relationship management, guest outreach, event participation, and revenue-generating activities.
• Monitor player activity, theoretical value, visitation, reinvestment, and other key performance indicators to identify opportunities and trends.
• Analyze player data and utilize available reporting tools to develop targeted strategies for acquiring, retaining, and growing valuable players.
• Plan and execute VIP events, player appreciation events, hosted experiences, and other relationship-building initiatives.
• Ensure VIP events and experiences are thoughtfully planned, executed, and followed up on to maximize guest satisfaction and return visitation.
• Develop and maintain a structured calendar of VIP events, player engagements, and relationship-building activities.
• Partner with the Director of Marketing and Marketing team on promotional strategies, player communications, direct marketing, offers, and special events.
• Collaborate with Casino Operations and other departments to ensure a seamless and elevated experience for VIP guests.
• Serve as a visible leadership presence for high-value guests during events and throughout the property.
• Identify opportunities to introduce guests to the property’s gaming, dining, entertainment, hotel, and other amenities.
• Manage player reinvestment within established guidelines and ensure appropriate documentation and accountability.
• Monitor departmental budgets and expenses related to player development activities and events.
• Establish and maintain relationships with key guests through phone calls, personal visits, correspondence, events, and other appropriate communication channels.
• Ensure player notes, contact information, preferences, and other relevant guest information are accurately maintained in the appropriate systems.
• Maintain a high level of confidentiality regarding guest information, gaming activity, offers, and other sensitive business information.
• Ensure all Player Development activities comply with company policies, internal controls, gaming regulations, and responsible gaming requirements.
• Review performance reporting and provide regular updates, recommendations, and opportunities to the Director of Marketing.
• Identify opportunities to improve Player Development processes, communication, guest experiences, and overall departmental effectiveness.
• Represent Hard Rock Hotel & Casino Sioux City in a professional manner and consistently demonstrate the property’s commitment to exceptional guest service.

Skills

Recruiting

Coaching

Performance management

Delegation

Feedback

Guest engagement

Microsoft Office

Tools

Casino marketing systems

Player-tracking systems

Microsoft Office

Job description

The Player Development Manager at Churchill Downs Incorporated's Hard Rock Hotel & Casino Sioux City leads a team responsible for cultivating relationships with high-value guests, driving loyalty, visitation, and revenue across casino, hotel, and entertainment offerings.

This role collaborates with Marketing, Casino Operations, Food & Beverage, Hotel, and other departments to create compelling VIP experiences and programs.