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At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
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JOB SUMMARY

The Director of Casino Operations is responsible for driving the commercial success of casino and arcade operations across the fleet. This position partners closely with shipboard leadership, marketing, finance, revenue management, and vendors to optimize gaming performance through data-driven decision making, operational excellence, product innovation, and strategic planning.
The role leads initiatives that increase casino revenue, improve the guest experience, support newbuild and refurbishment projects, and maximize return on casino investments across both slot and table game operations while ensuring regulatory compliance and operational integrity.

POSITION RESPONSIBILITIES

• Commercial Strategy & Analytics

• Analyze fleet-wide casino slot and table game performance to identify revenue opportunities and operational improvements.

• Builds achievable forecasts and revenue targets.

• Translate complex casino data into actionable business recommendations for executive leadership.

• Develop dashboards, scorecards, forecasts, and business reviews using Excel, Tableau, or similar analytical tools.

• Monitor KPIs and partner with shipboard managers to improve day-to-day business performance.

• Gaming Operations

• Develop and implement operational standards, policies, and procedures that maximize casino revenue while maintaining game integrity and compliance.

• Serves as the subject matter expert on all table games matters and operations, including establishing standards for game rules, procedures, mathematics, payouts, operational execution, and protection.

• Provides final oversight and decision-making for complex game play reviews, dispute resolution, rule interpretations, and operational guidance.

• Partner with shipboard casino managers to improve operational execution and achieve revenue targets.

• Develop staffing models, operating procedures, and customer facing service standards.

• Responsible for defining the onboard staffing talent requirements including talent assessment, appraisal process and development.

• Collaborate with the Senior Fleet Manager - Casino Promotions to develop and execute onboard promotional events that drive player acquisition and incremental revenue.
  Product Development & Capital Projects

• Identify, evaluate, and implement new gaming products and technologies.

• Lead product trials, fleet-wide rollouts, and operational testing.

• Participate in newbuild, refurbishment, and dry dock projects involving casino and arcade spaces.

• Provide recommendations regarding casino layouts, equipment selection, guest flow, and operational efficiency.

• Support capital expenditure (CAPEX) planning by developing business cases and measuring return on investment.
  Vendor & Financial Management

• Partner with vendors to evaluate products, negotiate commercial agreements, and improve overall value.

• Collaborate with Finance and Revenue Management to develop revenue forecasts, budgets, and financial reporting.

• Monitor investment performance and recommend opportunities for revenue growth.

QUALIFICATIONS:

DEGREE TYPE:

Bachelor's degree or an equivalent combination of education and relevant experience.

FIELD(S) OF STUDY:

EXPERIENCE:

• 15+ years of progressive experience in casino operations, gaming analytics, commercial operations, or gaming management.

• Strong understanding of both table games and slot operations, and a recognized expert in table games operations.

• Multiple casino location management preferred.

• Experience analyzing gaming performance and using data to drive operational decisions.

• Experience managing projects across multiple stakeholders.

• Experience supporting newbuilds, refurbishments, or capital improvement projects is preferred.

• Global table games experience preferred but not required.

• Cruise industry experience is preferred but not required.

COMPETENCIES & SKILLS:

• Exceptional analytical and problem-solving skills.

• Advanced Microsoft Excel skills (pivot tables, Power Query, advanced formulas, financial modeling).

• Experience with Tableau, Power BI, or similar business intelligence platforms.

• Ability to present analytical findings in a way that influences business decisions.

• Strong commercial mindset with demonstrated ability to improve revenue performance.

• Excellent communication and stakeholder management skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong organizational and project management capabilities.

• Vendor evaluation and contract negotiation experience.

• Knowledge of gaming mathematics, slot performance metrics, and table game analytics.

• Familiarity with CAD or casino layout software is considered a plus.

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
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It is Norwegian Cruise Line Holding's policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.