Job Description

Job Purpose

Main Purpose of the Job

The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relationships with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations.

Key Performance Areas

Duties and responsibilities include:

VIP Customer Relationship Management

Act as a host in gaming areas whilst the customer is engaged in play

Check product and service standards in Prive operating areas and ensure all necessary checks are performed

Co-ordinate transport for VIP customers as and when required

Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build relationships and secure business, as per SOP

Handle any complaints, disputes and suggestions and escalate when required

Co-ordinate and arrange for customer excursions, activities and requirements during their stay

Check hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences

Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay

Actively manage customer profiles in CRM

Leverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property

Obtain feedback from clients with regards their experience

Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice

Be aware and identify market offerings on and off site to assist in entertaining customers

Host and entertain VIP gaming customers as required

Maintain the confidentiality of customer's information in all gaming and CRM systems

Recognise customers on special occasions including birthday and other important dates and Delivered Customer Acquisition New & Reactivation Plans

Work within current business strategies and recognize potential opportunities for new business and customer acquisition

Attend gaming events with acquisition customers to raise awareness around the property's brand and VIP program, as required

Acquire leads received via the Gaming system and respond to these leads

Leverage existing relationships with the potential to acquire and move clients to SI properties

Manage VIP customers using CRM in line with targets and Delivered Customer Retention & Growth Plans

Facilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers

Develop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer

Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers

Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship

Manage specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth

Manage VIP customers using CRM in line with targets

VIP Administration & Reporting

Accurately update clients' CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity

Complete all relevant data in a common departmental drive in relation to new and "hot" players

Log records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system

Record ROI's and complete "Event input template" for all functions and VIP initiatives

Manage the individual VIP customer's comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues

Stakeholder Relationship Management

Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business

Update hotel operations timeously of any changes to billing requirements

Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships

Continuously engage with clients to establish and grow loyal relationships for SI

Coordinates the distribution of information to all relevant departments on the property

Attends gaming and VIP meetings and provide relevant feedback and information to management and the department

Education

Grade 12

3-Year Tertiary qualification in marketing is an advantage

Experience

Minimum of 5 years' experience in guest relations within the gaming and hospitality environment

Previous supervisory and management experience is an advantage

Meet all requirements for a key gaming license

Required to work irregular hours in line with operational requirements

Linguistic skills in Mandarin / Cantonese preferred

Skills and Knowledge

Core behavioural competencies

Deciding

Planning

Building & Developing relationships

Problem-solving

Influencing

Encouraging co-operation

Selling

Dealing with customers

Conflict handling skills

Energetic positive individual with great interpersonal skills and an ability to handle confidentiality

Technical/Proficiency competencies

Advanced Written and Verbal English communication skills

CRM systems

Proficient computer skills - MS Office

Negotiating skills

Networking skills

Telephone skills

Manipulation of system data

Knowledge of Sun International policies and standards

Knowledge of gaming industry

Legislation - including POPI, FICA requirements

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.

POPI Act Statement

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection 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.



Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.