VIP Personal Host at Sun International

Job Description

• The VIP Personal Host is responsible for delivering a personalised, high-quality experience to Sun International’s VIP casino customers while supporting the acquisition, growth and retention of valuable customer relationships.
• Acting as a dedicated point of contact, the role builds strong relationships with VIP customers, anticipates and coordinates their individual requirements, and ensures a seamless experience throughout their visit.
• This includes meet-and-greet services, accommodation and transport arrangements, gaming support, personalised experiences, complaint resolution and ongoing relationship management.
• The role also works closely with internal teams to ensure VIP service standards are consistently delivered while contributing to customer loyalty and revenue growth.

Core behavioural & Technical / proficiency competencies

Behavioural:

• Continuous Improvement
• Integrity
• Teamwork
• Collaboration
• Transparency
• Adaptability
• Problem-Solving
• Customer Centricity
• Lifelong Learning
• Respect for Diversity

Technical:

• VIP Customer Relationship Management
• VIP Customer Acquisition & Retention
• Guest Relations & Personalised Service
• Customer Relationship & Retention Strategies
• Gaming Product Knowledge
• VIP Hosting & Service Coordination
• Customer Profiling & Preference Management
• Complaint & Dispute Resolution
• Salesforce / CRM Management
• Revenue Growth & Customer Retention
• Rebate Programme Administration
• Complimentary Spend Management
• VIP Events & Experience Coordination
• Customer Data & Profile Administration
• ROI & VIP Initiative Reporting
• Gaming Regulations & Compliance
• Stakeholder & Relationship Management
• Commercial & Business Acumen

Job Requirements

Requirements

Qualifications

• Grade 12 [Required]
• Must meet the requirements for a Gaming Licence [Required].

Experience

• Minimum 2 years’ experience in a guest relations or sales environment
• Hospitality industry experience is preferred
• 1 year supervisory / management experience
• Experience building and maintaining customer relationships
• Experience delivering high-touch or personalised customer service
• Exposure to customer acquisition and retention activities
• Ability to work shifts in line with operational requirements
• Intermediate computer proficiency
• Ability to communicate in an additional language is advantageous.

Key Areas of Responsibility

• Build and maintain strong relationships with VIP casino customers.
• Act as a dedicated point of service and contact throughout the VIP customer journey.
• Host customers within Privé and private gaming environments.
• Coordinate meet-and-greet, transport, security, accommodation and other VIP requirements.
• Understand individual customer preferences and personalise services accordingly.
• Handle complaints, disputes and requests, escalating where appropriate.
• Maintain accurate VIP customer profiles and CRM information.
• Manage VIP customers through Salesforce in line with acquisition and retention targets.
• Coordinate VIP excursions, activities, events and personalised experiences.
• Manage rebate documentation and related programme administration.
• Monitor VIP customer complimentary spend and discretionary allowances.
• Track and report ROI across VIP initiatives.
• Collaborate with internal departments to ensure consistent and seamless VIP service delivery.