Pay

Minimum – Anticipated Maximum Base Salary: $58,458 – $66,800 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/benefits/.

What we offer

At Delaware North, we care about our team members’ personal and professional journeys. These are just some of the benefits we offer: 

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match 
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

What will you do?

• Lead and develop the VIP Host team by managing schedules, daily priorities, service quality, productivity, performance, and accountability
• Maintain select high value player relationships while assigning balanced portfolios, monitoring outreach quality, and ensuring continuous service coverage
• Develop compliant retention, reactivation, recognition, and tier strategies based on player activity, engagement trends, and established program criteria
• Oversee promotional programs and bonus decisions by monitoring eligibility, spending, effectiveness, approvals, and required documentation
• Analyze portfolio performance and provide recurring reports on financial activity, player trends, outreach, escalations, and program improvement opportunities
• Establish operating procedures, service standards, coverage plans, and scalable workflows that support consistent VIP operations
• Coordinate complex player needs and escalations with Member Services, CRM, Casino Operations, Payments, Fraud and Risk, Responsible Gaming, Compliance, and other teams
• Ensure timely player communication, accurate recordkeeping, regulatory compliance, and prompt escalation of potential player protection concerns

More about you

• At least 2 years of experience in member services, casino operations, hospitality, VIP services, account management, or another relationship-focused environment is required.
• At least 1 year of leadership or supervisory experience in casino gaming, VIP services, hospitality, relationship management, or a comparable environment is preferred
• Demonstrated ability to coach team members and maintain high-value customer relationships 
• Ability to analyze operational and financial data and present actionable findings 
• Strong discretion, communication, organization, judgment, and cross-functional collaboration 
• Knowledge of regulated online gaming and Responsible Gaming requirements preferred 
• Ability to maintain flexible hours aligned with peak gaming activity 

Shift details

Days
Evenings
Holidays
M-F
Weekends
Events