VIP Services Manager at Sun International

Job Description

Main Purpose of the job:

• The VIP Services Manager has the responsibility for the planning, management and delivery of the VIP services strategy, VIP guest experience and team management at unit level with the aim of growing relationships and VIP gaming revenues through the acquisition, recognition, reward and incentivizing of top-end gaming customers, in line with gaming regulations, legislative requirements and company standards

Duties and responsibilities include:

• Understand the Unit and Group VIP strategies and align the Unit VIP services plan to personalise the services and offerings in line with customer preferences
• Collaborate with the General Manager in developing strategic objectives for the Unit’s VIP services which are aligned to specific deliverables.
• Develop VIP business/customer growth through acquisition and retention strategies and targets.
• Develop and analyse a customer segmentation plan to take advantage of acquisition, retention and growth opportunities and achieve financial goals.
• Manage and utilise relevant marketing solutions to achieve targets (CRM).
• Compile a unit VIP and/or cluster events calendar that will support brand loyalty ensuring SI as the brand of choice for VIPs.
• Monitor performance against targets on an ongoing basis (CRM).
• Motivate and mobilise the team to achieve targets.
• Manage the achievement of milestones of VIP service targets and deliverables.
• Identify and investigate new opportunities to optimise VIP services for the property.
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability.
• Build and motivate a team and relationship-focused VIP Personal Host team.
• Manage the end-to-end customer experience for all VIP and hosted gaming customers.
• Manage the product and service standards in Prive and Sun Lounge operating areas.
• Monitor and update the business unit with regards to current standard operating procedures and ensure compliance.
• Initiates personalise offerings in line with customer preferences as recorded in CRM.
• Implement the VIP Personal Host Programme and promotional strategies.
• Establish guest needs and implement action plans as per SOP ‘s and guest status.
• Utilise CRM to guide team activity and track performance.
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
• Set criteria for the Live Floor view system and ensure compliance.
• Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Host and entertain VIP gaming customers as required.
• Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates
• Manage and conduct meet and greet processes on the property.
• Plan, manage and communicate on campaign objectives and plans to VIP team for co-ordination and implementation
• Track, report and participate in the Completion of the “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
• Develop and provide feedback on performance & development plans/contracts.
• Develop a skills matrix for the team, Develop a training and development plan for the team.
• Financial Management for the Unit VIP services function including Budget, Cost management, PIP and forecasting.
• Revenue growth plans and performance, financial reporting for the function.
• Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets.
• Liaise with VIP Player development and Group VIP in formulating the targets and plans for the acquisition of new business and activations of inactive business.
• 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.

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred
• Minimum of 5 years’ experience within a guest services management role, Experience in the Casino Industry.
• 3 years in VIP Personal Host position is an advantage

Skills and competencies

• Meets the requirements for a key Gaming Licence
• Ability to work shifts that meet operational requirements
• Domestic travel as required
• Advanced Written and Verbal English communication skills
• CRM systems
• Negotiating skills
• Networking skills
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity