Penn National Gaming Director of Player Development in Joliet, Illinois


Don’t just work. Work Happy.

A career in gaming? Hollywood Casino Joliet we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

An individual could be successful if they possess the following.

Your daily responsibilities include


Create and implement all property Player Development strategies, which include those of the Player Development team, Executive Casino Hosts, VIP Services, Teleservices and Players Club.

Utilize operational marketing and execute customer relationship marketing strategies with an emphasis on player development, special events and promotions to foster positive relationships with rated players and ensure quality guest experiences. Assist in developing programs specifically geared to the top tier customer base. Motivate and manage teams to achieve guest service, revenue and efficiency goals while working within budget guidelines.


  • This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members.

  • Understands and adheres to all Hollywood Casino and Marketing Department standards, policies and procedures.

  • Has a strong understanding of the Internal Control Systems (ICS) and the Minimum Internal Control Standards (MICS), relevant to the Marketing Department.

  • Interviews, hires, trains and directs staff members in a manner that ensures department success.

  • Pro-actively counsels Cast Members and implements necessary corrective measures.

  • Develops a profitable Player Development program to attract premium customers.

  • Ultimately responsible to maintain/increase the high-end segments of the Hollywood Casino database, increases market share and visitation of our targeted customers, and drives new target customer acquisition, and overall gaming revenue.

  • Evaluates profitability of player development programs and assess financial impact.

  • Forecast and budget for all Player Development expenses.

  • Establish consistent and innovative Player Development programs with an eye on clean execution.

  • Establishes and monitors a Player Development/Host bonus program that is measurable and profitable to the company.

  • Maintains awareness of changes in the marketplace that may impact revenues and adjusts programs accordingly.

  • Ensures that all responsible areas are pro-actively managed and efficiently operated.

  • Directs team to identify, solicit and register high-end players for the Hollywood Casino Club.

  • Directs a team that establishes accurate accounts for players based on data entry guidelines, issue cards and fully explain program.

  • Directs a team that evaluates player accounts and issue comps based on recorded play, earned number of points and comps available in player accounts.

  • Directs a team that works with hotel reservations and management to ensure casino blocks are managed properly.

  • Acts as a liaison between the player development department and all other departments

  • Process credit application and grant hold check privileges and check cashing approvals in accordance with established guidelines.

  • Build player loyalty by contacting everyone on their lists via direct mail, telemarketing and personal visits.

  • Act as guest liaison, handle guest opportunities and resolve situations so as to ensure smooth operations and excellent customer service. Reports same to management.

  • Attends all in house special events targeting our best customers and assists in the planning and implementation of these events. Attends off-site events as assigned.

  • Plans off site events and attends same that are not limited to but include golf, sporting events, cultural events, dinner parties, fishing, hunting.

  • Complete appropriate addition/deletion forms as requested.

  • Is available to meet and greet premium customer on the floor.

  • Turns in required reports/paperwork in a timely fashion.

  • Meets with the VP of Marketing on a continual basis.

  • Entertains guest in house by enjoying lunch or dinner with premium customers.

  • Must display the ability to be a team player and interface with other departments to develop key relations to insure maximum efficiency in completing job tasks.

  • Serves as a company agent interacting with customer to promote good public relations and insure continued business.

  • Ability to accurately prioritize, organize and complete multiple tasks.

  • Must display a passion for their duties.

  • Must create fun for their guests appropriate to a casino environment.

  • Must be knowledgeable of property product promotions and events.

  • Supports the efforts of the Player Development Executives.

  • Ability to train and mentor both individuals and a team

  • Coaches the Player Development Executives and shares valuable experience.

  • Other duties as assigned.

To be successful in this position it will require the following skill set


High School or GED required, BA or BS preferred. 5+ years of specific Player Development experience and at least 3 years in a management capacity. Must have experience managing a 20+ member team, previous Hosting and Player Club experience and/or supervision are a plus. Must have a proven history of successful high end business development, team building and efficient labor management.. ·Proficient in MS Office computer applications This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. Must understand and speak the English language.


The physical demands described here are representatives of those that must be met by an Cast Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Cast Member is regularly required to talk and hear. The Cast Member frequently is required to stand and walk. The Cast Member is occasionally required to sit; reach with hands and arms; stoop, kneel, and crouch. The Cast Member must occasionally lift and/or move up to 50 pounds. The Cast Member requires manual dexterity to operate all necessary equipment. Specific vision abilities required by this job include close vision and distance.

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.

Now that you have read about who we are, here is your opportunity to see what we're about!

Equal Opportunity Employer

Job ID 2018-47498

Casino Property Hollywood Casino Joliet

Position Type Regular Full-Time

Category Marketing