Job Description

Job Purpose

Responsible to be the frontline customer contact to coordinate the day-to-day customer experience in the Prive and Sun Lounge areas by providing exceptional service to the guests, in accordance with company VIP standards and gaming regulations.

Key Performance Areas

Prepared Prive Lounge

Check prive lounge and reception area to ensure standards are met Check operating equipment prior to start of shift to ensure all is functioning Check cleanliness of own section, machines and/ or station Communicate and follow-up on the correction of any equipment faults or defects Ensures RGP / MVG / FICA information is displayed Assist with the co-ordination and preparation of the lounges for VIP events and promotions Liaise with VIP Management and Personal Hosts with regards to VIP's in house and their requirements

Customer Engagement

Conduct meet and greet processes for customers on arrival and departures from the Hotel, Prive and Sun Lounge areas Be able to identify VIP clients by name on arrival Interact with guests and provide professional service standards and solutions Be able to answer queries relating to game information, various bet types, promotions and events, as well as products Act as a host in the Prive, Sun Lounge or Private gaming areas whilst customers are engaged in play Establish customer needs / requirements and action accordingly Handle any complaints, disputes and suggestions and escalate when required Co-ordinate and arrange for customer excursions, activities and requirements on a day-to-day basis with the relevant departments in line with customer requests Process day to day complimentary vouchers for guests in the Prive / Sun Lounge areas Process points redemption for guests in the Prive / Sun Lounge areas Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries Engage with customers and provide a customer experience in the Prive and Sun Lounge areas that will support brand loyalty ensuring SI as the brand of choice for VIPs Be the liaison between VIP Personal Host and VIP customers on a daily basis. Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments Perform VIP administrative functions as required Be present on the floor during VIP functions

Skills and competencies



Core & Personal behavioural competencies

Problem Solving Collecting Information (listening; asking questions) Dealing with Customers Handling conflict Checking Following Instructions Emotional resilience Honesty in the handling of cash Presentable Relationship building


Technical/Proficiency competencies

English verbal communication skills Numerical skills (calculations of large numbers) Compliance procedures and regulations Responsible gambling principles Proficient computer skills (MS Office) EGS knowledge is an advantage

Education

Grade 12 Previous experience in a customer facing role Experience in the gaming environment is an advantage Meet all requirements for a key gaming licence

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. People living with disabilities are encouraged to apply.

POPI Statement

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.