Specialist, Player Development

Royal Caribbean Group – Specialist, Player Development

Location: Miami, Florida (on-site)

Royal Caribbean Group is seeking a dynamic and results-driven Player Development Specialist to join our Casino Operations team. This position is responsible for building and nurturing relationships with high-value gaming customers, with the goal of increasing onboard gaming spend and visit frequency. Performance will be based on net profitability of guests booked, requiring excellent analytical, decision-making, and communication skills.

• Drive profitable new gaming revenue to Royal Caribbean ships through strategic player development and customer acquisition initiatives.
• Independently evaluate guest metrics to determine appropriate stateroom, onboard, and discretionary comps for high-value guests, in alignment with company guidelines and authorization levels.
• Utilize the casino rewards program, direct mail/email offers, and guest insights to grow spend and frequency among a personal portfolio of premium players, meeting annual net gaming revenue and booking goals.
• Plan, host, travel to and execute shipboard player development events in collaboration with VIP marketing to increase guest engagement and foster brand loyalty.
• Travel as needed to ships or land-based casinos to support VIP events and player development efforts.
• Reactivate lapsed customers from the database and identify opportunities to attract new high-value players.
• Resolve customer issues effectively to ensure satisfaction and encourage repeat sailings.
• Prospect new casino guests through telemarketing, email outreach, and event invitations to drive first-time visits and long-term loyalty.
• Stay informed on casino marketing reinvestment strategies and competitor loyalty programs to maintain a competitive edge.
• Demonstrate a strong understanding of customer profitability using available systems and reporting tools.
• Recommend and support new reinvestment strategies and promotional initiatives aimed at attracting and retaining high-end customers.
• Facilitate access to funds for premium players via casino credit and other approved cash access methods, in compliance with RCI guidelines.
• Manage and service bookings for high-value guests, ensuring a seamless experience from reservation to sailing.
• Collaborate with shipboard and shoreside teams to meet and exceed guest expectations.
• Perform additional duties as assigned to support the success of the Player Development program.
• Communicating with customers evenings, weekends, and holidays is often necessary and may be required to meet goals and business objectives.
• Ability to communicate information clearly and professionally to clients & colleagues.

• Bachelor’s degree in a related field or equivalent professional experience.
• Minimum of 2 years in a customer-facing role within the casino, hospitality, entertainment, or related industry.
• At least 3 years of recent experience in Player Development or Casino Marketing.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Energetic, assertive, and goal-oriented, thriving in a competitive and performance-driven environment.
• Exceptional communication skills across multiple platforms, including in-person, phone, email, and digital messaging.
• Proven experience in networking and sales, with a focus on relationship-building.
• Ability to independently resolve customer concerns and manage escalated situations with professionalism.
• Self-motivated with the ability to work independently and manage a flexible schedule to meet performance goals.
• Willingness and ability to travel overnight and on weekends as required.
• Fluent in English; proficiency in additional languages or dialects is highly desirable.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and capable of quickly learning new software applications.
• Entrepreneurial mindset with a proactive approach to identifying and pursuing new business opportunities.

The work environment characteristics described here are representative of those an employee encounters while performing…