VIP Personal Host at Sun International

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
• 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

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 

Job Requirements

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 an advantage 

Skills and Knowledge

Skills and competencies

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