Vip Services Manager

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:

- Matric / Grade 12
- 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

Accreditation/Registration/Licences:

- Meets the requirements for a key Gaming Licence

Work conditions and special requirements:

- Ability to work shifts that meet operational requirements.
- Domestic travel as required

Skills and Competences
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/Proficiency 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

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