Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
Job Purpose
Main Purpose of the Job The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relationships with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations.
Key Performance Areas
Duties and responsibilities include:
VIP Customer Relationship Management
Act as a host in gaming areas whilst the customer is engaged in play
Check product and service standards in Prive operating areas and ensure all necessary checks are performed
Co-ordinate transport for VIP customers as and when required
Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build relationships and secure business, as per SOP
Handle any complaints, disputes and suggestions and escalate when required
Co-ordinate and arrange for customer excursions, activities and requirements during their stay
Check hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences
Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay
Actively manage customer profiles in CRM
Leverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property
Obtain feedback from clients with regards their experience
Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
Be aware and identify market offerings on and off site to assist in entertaining customers
Host and entertain VIP gaming customers as required
Maintain the confidentiality of customer’s information in all gaming and CRM systems
Recognise customers on special occasions including birthday and other important dates
Delivered Customer Acquisition New & Reactivation Plans
Work within current business strategies and recognize potential opportunities for new business and customer acquisition
Attend gaming events with acquisition customers to raise awareness around the property’s brand and VIP program, as required
Acquire leads received via the Gaming system and respond to these leads
Leverage existing relationships with the potential to acquire and move clients to SI properties
Manage VIP customers using CRM in line with targets
Delivered Customer Retention & Growth Plans
Facilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers
Develop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer
Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
Manage specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth
Manage VIP customers using CRM in line with targets
VIP Administration & Reporting
Accurately update clients’ CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
Complete all relevant data in a common departmental drive in relation to new and “hot” players
Log records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system
Record ROI’s and complete “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
Stakeholder Relationship Management
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
Update hotel operations timeously of any changes to billing requirements
Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
Continuously engage with clients to establish and grow loyal relationships for SI
Coordinates the distribution of information to all relevant departments on the property
Attends gaming and VIP meetings and provide relevant feedback and information to management and the department
Requirements
Education
Grade 12
3-Year Tertiary qualification in marketing is an advantage
Minimum of 5 years’ experience in a guest relations within the gaming and hospitality environment
Previous supervisory and management experience is an advantage
Meet all requirements for a key gaming licence
Required to work irregular hours in line with operational requirements
Linguistic skills in Mandarin / Cantonese an advantage
Experience
Skills and Knowledge
Core behavioural competencies
Deciding
Planning
Building & Developing relationships
Problem-solving
Influencing
Encouraging co-operation
Selling
Dealing with customers
Conflict handling skills
Energetic positive individual with great interpersonal skills and an ability to handle confidentiality
Technical/Proficiency competencies
Advanced Written and Verbal English communication skills
CRM systems
Proficient computer skills – MS Office
Negotiating skills
Networking skills
Telephone skills
Manipulation of system data
Knowledge of Sun International policies and standards
Knowledge of gaming industry
Legislation – including POPI, FICA requirements
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Apply via company website ( https://www.suninternational.com/ ) or