VIP Services Manager at Sun International

Job Purpose:

• 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.

Education:

• 3 Year Degree / Diploma in Business Management is preferred

Experience:

• 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
• Work conditions and special requirements:
• Ability to work shifts that meet operational requirements
• Domestic travel as required

Key Performance Areas:

Delivered VIP Growth, Acquisition  & Retention Plans:

• 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
• Manage and allocate people and operational resources  
• Build and motivate a team of sales and relationship-focused VIP Personal Host team.
• VIP Customer Relationship Management  :
• 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.
• Initiate 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
• Align campaigns and efforts with customer value accounts across acquisition, retention and growth segments.
• 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 Bally Bag and 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

VIP Customer Experience:

• Manage and conduct meet and greet processes on the property
• Deals with escalations / complaints / conflict situations
• Be available to interact with VIP punters and guests when on-site
• Plan, manage and communicate on campaign objectives and plans to VIP team for co-ordination and implementation 
• Set parameters and criteria for the transportation and security of VIP customers
• Set criteria, conduct room checks and assess VIP hotel room readiness and standards
• Assess butler services and make recommendations to improve offering to VIP customers (Where available)
• Complete all expense claims 
• Manage the integrity and confidentiality of customer information in all programs
• Drive data base integrity and maintenance

VIP Analytics & Reporting:

• Completes the following reports:
• Exception reports/ journals 
• Monthly Financial Review reports
• Month end reports 
• Report on Acquisition customers through Bally live Floor view
• Analyze customer preference data reports from CRM on an ongoing basis
• 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

People Management:

• 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
• Monitor HR reports/ compliance to HR standards
• Provide direction and support to all VIP services employees with regard to standards, VIP clients, etc.
• Provides motivation and leadership to promote positive working relationships
• Lead and oversee departmental communication ensuring employee and management interaction
• Recruit, select and manage talent in the VIP services department in line with Company standards.  

Budget Management:

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.
• Stakeholder relationship management:
• 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
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Leads VIP meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.
• Collaborates with marketing with regards promotions within the Prive and Sun Lounge areas; as well as the co-ordination and execution of VIP events

Job Requirements

Education:

• 3 Year Degree / Diploma in Business Management is preferred

Experience:

• 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
• Work conditions and special requirements:
• Ability to work shifts that meet operational requirements
• Domestic travel as required

Core behavioral competencies

• Conceptualising skills
• Developing relationships
• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field 
• Dealing with Customers including conflict management skills
• Analysing / Diagnosing statistics
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
• Innovation and creativity
• Influencing & negotiating skills
• People Management
• Energetic, positive and service oriented leader

Technical competencies

• Advanced Written and Verbal English communication skills
• CRM systems
• Negotiating skills
• Networking skills
• Telephone skills
• Knowledge of Sun International
• Knowledge of gaming industry
• Manipulation of system data
• Listening
• Selling / Upselling skills
• Financial acumen
• Business acumen
• Team Planning
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity