Director of Casino Marketing

Position Overview

This role is responsible for leading a casino marketing and guest service team by hiring, training, and coaching team members, ensuring compliance with gaming regulations, and implementing effective marketing strategies to drive guest engagement and revenue.

Key Responsibilities

• Hires, motivates, trains, coaches, mentors, and directs departmental team members to deliver exciting guest experiences.
• Awards guests complimentary incentives based on gaming action and program guidelines.
• Coordinates guest visits—including meals and show reservations—and assists with questions and special requests for maximum convenience and comfort.
• Contacts guests through calls, written communication, or personal visits to increase trip frequency.
• Delivers world-class service ensuring team members receive leadership, guidance, and resources to accomplish objectives.
• Approves staffing work schedules to maximize labor efficiency.
• Maintains current knowledge of gaming regulations and collaborates with regulatory authorities and internal control staff to ensure compliance.
• Develops proper security measures to safeguard the integrity of operations.
• Reviews gaming operations to improve staffing levels, working conditions, and overall profitability.
• Establishes departmental standards, guidelines, and objectives while managing budgets and staffing.
• Monitors and evaluates casino marketing operations for both short‐ and long‐term strategic planning.
• Reviews complimentary offers and reinvestment strategies, developing new marketing opportunities to drive incremental revenue.
• Evaluates and resolves any negative guest experiences and establishes measurable goals to reduce recurrence.
• Demonstrates a gracious, professional, and courteous demeanor that upholds company core values.
• Collaborates with staff and the Security and Surveillance departments to resolve customer complaints and ensure a safe environment for guests and team members.

Required Qualifications

• Minimum of 4 years of customer service experience (casino experience recommended).
• Bachelor’s degree, secondary education certification, or considerable experience in a related field preferred.
• Upbeat and creative approach with proven experience in delivering high-level guest service in high-stress environments.
• Proven ability to prioritize duties and manage multiple tasks effectively.
• Working knowledge of Microsoft Outlook, Excel, and Word with effective written and verbal communication in English.
• Physical, Mental, and Environmental Demands:
• Must be able to communicate effectively with all levels of team members, guests, and external contacts.
• Ability to work effectively in a fast-paced environment and move efficiently throughout work areas.
• Must be capable of working long hours, including nights, weekends, and holidays, both seated and on feet for extended periods.
• Important:
• I acknowledge that the casino and its surrounding areas are under constant surveillance as per company policy, and my photograph will be kept on file with Caesars Virginia Surveillance Department.