VIP Ambassador (Pretoria) at Sun International

Key Performance Areas

Working Conditions and special requirements

• Ability to work shifts that meet operational requirements.
• Physically able to work and stand for long periods of time.

Job Scope and Responsibilities    

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 VIPs 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.

Know How

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure VIP customers receive exceptional experiences.
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem- Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes relative to VIP punters.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Requirements

Education

• Grade 12

Experience

• Previous experience in a customer facing role.
• Experience in the gaming environment is an advantage.

Core, Personal and Technical 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
• 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