Player Development Specialist in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/9/2020

Job Snapshot

Job Description


This position is responsible for managing and developing relationships with high-value gaming customers in the North American market with the goal of increasing gaming spend and frequency.  The specialist will be responsible for generating incremental casino revenue aboard Royal Caribbean International cruise ships by increasing visitation patterns from a population of existing Club Royale known members from known guests in the casino database and recruiting new premium players to the brand.  Performance will be based on net profitability of guests booked, requiring excellent analytical, decision-making, and communication skills. 


Drive profitable new gaming revenue to ships through player development and customer acquisition activities

Evaluate and analyze guest metrics to independently determine stateroom, onboard, and other discretionary comps to be provided to high-value guests within company guidelines and authorization levels. 

Leverage casino rewards program, DM/EM offers, and knowledge of guest to maintain and grow spend and frequency of personal base of customers to achieve annual net gaming revenue and booking targets

Orchestrate and host strategic player development events shipboard in conjunction with VIP marketing to drive incremental visits from guests and to build brand loyalty

Travel to ships or land-based casinos to assist with VIP events as needed

Reactive lapsed customers in database and identify opportunities to attract new business

Assist in the resolution of customer challenges and is responsible for winning repeat sailing

Prospect first-time casino customers to the brand through telemarketing, email, and special events invitations to drive repeat visit

Understand relevant casino marketing reinvestment strategies and maintain current knowledge of competitor customer programs

Demonstrate understanding of customer profitability through available systems and reporting

Make recommendations and champion new reinvestment strategies and promotional activities that will stimulate and return new business in market for high end customers

Facilitate and manage access to funds (through casino credit, cash access vehicles, etc) for premium players in line with RCI compliance guidelines

Create and service high-value guests bookings

Work with shipboard and shoreside operations to ensure customer expectations are met

Perform other duties as assigned



Job Requirements


2+ years of experience in customer-facing role in casino, hospitality, entertainment, or related industry

Strong analytical abilities

Energetic, assertive, and competitive individual who enjoys goal-driven environment

Excellent communication skills in person, via phone, email, and other platforms

Networking and sales experience

Ability to independently resolve customer concerns and diffuse escalated situations

Ability to work independently and shape schedule as needed to achieve goals

Ability to travel overnight and weekends as required

Fluent in English

Proficient in Microsoft Office Products and ability to learn new applications quickly


Bachelors Degree or commensurate experience

3 or more years of recent Player Development or Casino Marketing Experience

Additional languages and dialects are preferable

Entrepreneurial attitude

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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