VIP Executive Host (Sandton) at Sun International

Description
Job Purpose

• The Gaming segment will lead the Gaming Strategy and business objectives for Sun International, providing thought 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 central VIP Gaming team will be responsible for implementing the VIP customer program and mobilising VIP customers across gaming operations at multiple Sun International properties 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.

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

Requirements

Skills and Knowledge

• Creating solutions
• Integrating (Connecting, Relating, Managing Conflict)
• Analysing
• 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
• Coaching
• Project management

Key Performance Areas

• Build and maintain networks with VIP gaming customers to build relationships and mobilise business across properties
• 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 SI 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 Sun International VIP product remains relevant and attractive
• Leverage off direct marketing offers and promotional events in order to mobilise VIP customers and business
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Implement plans and initiatives to promote Sun International’s gaming facilities, events and VIP player recognition across business operations
• 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
• Recognise 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 organisation 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 Central Comp policy, indicating offerings to activations in order to generate revenues
• 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
• 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, site visitations and footfall to the various properties
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
• Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Provide advice and support to the VIP Personal Hosts at unit level that have the Player development portfolio, to identify and build relationships with key gaming customers