Manager, Player Development - Casino Vancouver

As the Manager, Player Development, you will shape the VIP experience at Casino Vancouver by leading a high‑performing team, cultivating meaningful guest relationships, and driving strategic growth across our most valuable segments. Reporting to the General Manager, you will champion a culture of personalized service, data‑driven decision making, and proactive engagement—ensuring every VIP guest feels recognized, valued, and connected to the property. This role is both guest‑centric and business‑focused, requiring a leader who can inspire their team, elevate service standards, and execute targeted strategies that strengthen loyalty and expand revenue opportunities. Reporting to the General Manager, You will be responsible for identifying, developing and sustaining quality business relationships with all VIP Guests in a way that enhances guest loyalty while growing the casino’s business. Key Accountabilities * Responsible and accountable for increasing the percentage of VIP carded play, according to established targets * Provide day‑to‑day leadership, coaching, and direction to the VIP Host/Player Development team to ensure consistent delivery of high‑touch guest service and achievement of program targets. * Approaching and building new guest relationships & maintaining and enhancing existing guest relationships * Train, mentor, and upskill team members in relationship‑building, guest engagement, and data‑driven player development strategies. * Set clear expectations, monitor performance metrics, and conduct regular check‑ins to support continuous improvement and accountability. * Utilizing telemarketing skills to win back inactive guests, increasing play of decliners and marketing special events, entertainment and promotions * Proactively networking by attending community events * Developing and maintaining VIP database utilizing Player development tool * Serving as a “Good Will Ambassador” for the casino by providing exemplary service on a daily basis * Promoting Privé Club Card Program, property amenities and marketing programs to our guests in addition to * Guide team members in identifying high‑value guests, creating personalized engagement plans, and executing targeted outreach to grow loyalty and revenue. * Adhering to Provincial and Federal regulations * Assisting in developing operational budgets as they pertain to VIP players and promotions * Managing the day-to-day budget for the VIP program based on established program criteria * Analyzing guest play and making sound investment decisions as per guidelines when awarding complimentary products/services * Working with team members to develop strategies and tactics to drive the success of the Casino * Performing other duties as required Education and Qualifications * Flexibility for scheduling as this position will require working evenings, weekends and holidays * Minimum 2 years guest service experience preferably in Player Development * Minimum 2 years of management experience preferably in Gaming industry * Sales and business development experience an asset; Post secondary education an asset * The ability to speak additional languages considered an asset * Computer literacy in all applications of MS Office; knowledge of Salesforce an asset * Strong English communications skills — both verbal and written, with superior telephone etiquette * Strong understanding of Slots and Table Games operations and knowledge of all gaming policies * Proven record of high guest service delivery skills; excellent interpersonal skills * The ability to successfully obtain and maintain a Gaming Worker license through the Gaming Policy and Enforcement Branch (GPEB) * Ability to obtain a Serving It Right certificate * Ability to possess and maintain a valid driver’s license and have access to reliable transportation Work Environment Considerations Standing for long periods of time, interruptions and non-traditional work hours Total Rewards We offer a comprehensive Total Rewards package designed to support your well‑being, growth, and long‑term success. Team members receive extended health benefits starting immediately upon hire, paid wellness days, and a Company‑matching RRSP program with up to a 4% match to help you plan for the future. This role also includes three weeks of pro‑rated annual vacation, supporting work–life balance. Compensation for this position is aligned with experience, with a salary range of $75,000–$105,000, and eligibility for a performance‑based bonus structure that rewards strong operational results, leadership impact, and contributions to operational excellence. Exclusive Staff Perks Team members enjoy a variety of discounts across the resort, including: * Dining discounts, including at Gordon Ramsay Steak * Hotel discounts The Company is committed to diversity, equity, and inclusion and we welcome all qualified team members to apply. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if an accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.

The Manager of Player Development is responsible for leading a team to cultivate VIP guest relationships and drive strategic growth for the casino. They will oversee daily operations, manage budgets, and implement data-driven strategies to increase VIP carded play and guest loyalty.

Candidates must have at least 2 years of management experience in the gaming industry and 2 years of guest service experience. Proficiency in MS Office and the ability to obtain a Gaming Worker license are required, with flexibility for evening and weekend shifts.

• Extended health benefits • Paid wellness days • Company-matching RRSP program • Annual vacation • Dining discounts • Hotel discounts

• Service à la clientèleSouhaitée
• interpersonal skillsSouhaitée
• VenteSouhaitée
• MS-OfficeSouhaitée
• CommunicationSouhaitée
• Team LeadershipSouhaitée
• Business developmentSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Player development
• Team leadership
• Guest relationship management
• Strategic planning
• Data-driven decision making
• Sales
• Business development
• Telemarketing
• Budget management
• Gaming operations
• Mentoring
• Performance management
• Customer service
• Interpersonal skills
• Communication
• MS Office
• Business Metrics
• Accountability
• Service Standards
• Valid Driver's License
• Upskilling
• Business Development
• Management
• Decision Making
• Customer Service
• Computer Literacy
• Continuous Improvement Process
• Personalized Service
• Programming Tools
• Discounts And Allowances
• English Language
• Equities
• Leadership
• Marketing
• Interpersonal Communications
• Investment Decisions
• Microsoft Office
• Operational Excellence
• Operations
• Performance Metric
• Telephone Skills
• Coaching
• Salesforce
• Scheduling

• Management & Leadership
• Hospitality
• Customer Service & Support
• Sales
• Player Development Manager
• Gaming Supervisor
• Bookmakers, Croupiers and Related Gaming Workers
• Gambling Managers

Formation minimale

Maîtrise

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine