VIP Personal Host-Sun International

🗏Job Type

Full Time

Job Purpose
The VIP Host is responsible for implementing the end-to-end local VIP customer programme by:

Building and maintaining relations with VIP customers.
Being a single point of service and contact according to Sun International VIP Customer standards.
Achieve set targets for acquisition, growth and retention of VIP Casino customers.
Education
Grade 12 or equivalent.
Experience:
Minimum of 2 years experience in a guest relations or sales field, preferably obtained in the hospitality industry.
1 year supervisory / management experience.
Skills and Knowledge
Gaming licence or ability to acquire gaming licence as per the Western Cape Racing and Gambling Board regulations.
Linguistic skills in an additional language is an advantage.

Ability to work shifts in line with business operational requirements.
Intermediate ability to use computers in the context of this position.
Ability to research and develop customer relationship and retention strategies in line with Sun International strategy.
Ability to apply the knowledge of gaming products to marketing objectives in own area of expertise.
Builds and maintains sound relationships and a network of contacts in pursuit of organisational goals.
Provides service excellence by going the extra mile to understand and meet the customer€™s needs.
Actively influences events and makes the right things happen with the intent to implement best practice.
Identifies opportunities to increase revenue by focusing on coordination, integration and optimisation of resources and business decisions.
Communicates persuasively to gain agreement to proposals or ideas in the organisation.
Encourages and models innovation to identify opportunities for continuous improvement.
Key Performance Areas:
VIP Customer Relationship Management:

Act as a host in the Prive or Private gaming areas whilst the customer is engaged in play.
Co-ordinate transport and security requirements for guests.
Conduct meet and greet processes for local customers on arrival and departures.
Handle any complaints, disputes and suggestions and escalate when required.
Co-ordinate and arrange for customer excursions, activities and requirements during their stay.
Prepare hotel rooms and other areas of the business for the VIP customer.
Establish guest needs and plan / action as per guest status.
Personalise the services and offerings in line with customer demographics and cultural preferences.
Complete guest profiles on CMP.
Obtain feedback from clients with regards their experience.
Engage with local customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice for International VIPs.
Attend SI events and functions as required.
Manage VIP customers using Sales Force in line with acquisition and retention targets.
Manage all rebate documentation.
Inter- and Intra-departmental Relationship Manager:

Communicate and update the business unit and relevant departments with regards current standard operating procedures to ensure the International VIP customer enjoys international levels of service.
Review Service Standards in operating departments and make recommendations to enhance the experience for the international customer.
Build effective internal relationships to ensure synergy of VIP customer experience.
Follow up with internal departments to ensure that guest requests are met on time.
Administration:

Set-up and accurately update client profiles.
Open and close rebate programs as per guidelines.
Complete applications for Junket operators.
Reports:

Record ROI€™s on all functions and VIP initiatives.
Manage the individual VIP customer€™s comp spend in line with the re-investment model.
Manage discretionary allowance in accordance with the management strategy.



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Job id : , #74160, 183 views,

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