Development engineer h1.location_city

Specialist, Player Development

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.

Essential Duties and Responsibilities:

• 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. Performs other duties as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Education, Experience, Knowledge & Skills:

• 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.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations. This position may also involve working in a casino environment, which can include exposure to loud noise, bright lights, and cigarette or cigar smoke.