Job Description

Job Purpose;
The trend of gamblers moving to the online gaming industry is steadily increasing year by year. It is imperative that we ensure that SunBet's high value players are looked after to secure maximum player retention. Sunbet needs to ensure active player participation and through VIP interaction to continue to drive increased revenue by developing, maintaining, and retaining VIP relationships. SunBet is uniquely poised to execute this as we have the backing of Sun International, which creates an overlap in the "VIP Client Space" in which we have opportunities to create lasting memories, provide individualized service and acquire and develop players. Whilst we may be online, SunBet's VIP hosts have an advantage in that we have a myriad of platforms in which we can engage with our players, enabling us to create great relationships with our players. The VIP Executive Host is vital in assisting the VIP manger towards providing this through leadership and advice on measuring product performance, revenue growth, operational governance, and service standards, as well as building strategic relationships and partnerships with key stakeholders; and leading the integration of group-wide projects into operations. The VIP Executive Host as part of the Sunbet VIP team will be responsible for assistance in managing the VIP customer program with the aim of creating great customer experiences for our VIP gaming customers in order to acquire, build and retain relationships with these customers, grow VIP business and achieve or exceed revenue and visitation targets, in line with gaming regulations, legislative requirements and company standards.
Key Performance Areas;

• Build and maintain networks with our online gaming customers to build relationships and drive retention.
• Participate in managing high-value customer accounts to increase customer visits and promote revenue growth, including communicating and conducting regular follow-ups to maintain the relationships, promoting brand loyalty and ensuring SunBet as the brand of choice.
• Provide input and insights and make recommendations around VIP plans by determining and evaluating trends and customer preferences, using business intelligence tools and data to ensure the SunBet VIP product remains relevant and attractive.
• Leverage off direct marketing offers and promotional events in order to mobilize VIP customers and bu.siness.
• Utilize customer recognition triggers to enhance customer experiences for relevant VIP customers
• Implement plans and initiatives to promote SunBet's gaming facilities, events and VIP player recognition.
• Collaborate with unit teams around plans for VIP customers visiting the properties, including transport, meet and greet processes on arrival and departure, room checks and reservations; tickets for special events, etc.
• Oversee the co-ordination and arrangements for relevant customer excursions, activities and requirements during their stay
• Manage customers' special requests and all inbound calls to resolution.
• Handle any complaints, disputes and suggestions and escalate when required.
• Host and entertain VIP gaming customers as required.
• Recognize customers on special occasions including birthday and other important dates.
• Work within current business strategies and recognize potential opportunities for new business and customer acquisition.
• Facilitate the organization of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key customers.
• Manage VIP customers using CRM in line with targets, and accurately update clients' profiles with preferences on an ongoing basis in order to maintain data integrity.
• Maintain the confidentiality of customer's information in all gaming and CRM systems.
• Manage the individual VIP customer's comp spend in line with the re-investment model and SunBet's Comp policy, indicating offerings to activations in order to generate revenues.
• Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships.
• Record and report on ROI's for all functions and VIP initiatives; customer play statistics, and other analyses as may be required.
• Provide input into innovative concepts and customer insights to showcase VIP gaming opportunities that will increase customer activity and site visits.
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
• Track and analyze feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders.
• Provide advice and support (assist in managing) the VIP Personal Hosts to identify and build relationships with key gaming customer in order to develop their portfolios.
• Assist with day to day running of VIP operations and keeping oversight on the VIP hosts to ensure they are completing their daily tasks.
• Adhere to Gaming Board, FICA and SARGF (RGP) Requirements and regulations.
• Adhere to the SunBet's standards and procedures - SOPs.

Education;

• Grade 12.
• 3-Year Tertiary qualification in marketing or similar is an advantage.

Experience;

• Minimum of 6 years' experience in a VIP gaming environment including 3 years personal hosting experience is essential.
• Supervisory experience would be an advantage.

Skills and Knowledge;

• Creating solutions
• Integrating (Connecting, Relating, Managing Conflict)
• Analyzing
• Initiating and Implementing Skills
• Ownership and Control
• Managing Customer & Stakeholder relationships
• Emotional Maturity
• CRM systems
• Negotiating skills
• Networking skills
• Knowledge of gaming industry
• Manipulation of system data
• Report writing
• Advanced written and verbal communication skills
• Proficient computer skills - MS Office
• Sales forecasting and reporting
• Financial and Business acumen
• Cultural understanding & protocol
• Ability to communicate
• Project management

Skills Required