Lead VIP Host, Gamewise

Delaware North Gaming is hiring a full-time Lead VIP Host to join our team at Gamewise in Linwood, New Jersey. As a Lead VIP Host, you will take the lead in delivering an exceptional VIP experience, where you’ll develop a talented team of Hosts while building meaningful relationships with our highest-value players. You will have the opportunity to shape retention and engagement strategies, oversee VIP promotions, and use player insights to identify opportunities that strengthen the overall program. In this role you will be working across Member Services, CRM, Casino Operations, and other key teams, playing an influential role in creating a personalized, high-touch VIP experience.

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

• 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

• 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