Job Purpose<\/p>\n
\tMain 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.<\/p>\n
Key Performance Areas<\/p>\n
Duties and responsibilities include:<\/p>\n
VIP Customer Relationship Management \u00a0<\/p>\n
\tAct as a host in gaming areas whilst the customer is engaged in play
\n\tCheck product and service standards in Prive operating areas and ensure all necessary checks are performed\u00a0
\n\tCo-ordinate transport for VIP customers as and when required
\n\tConduct 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\u00a0
\n\tHandle any complaints, disputes and suggestions and escalate when required
\n\tCo-ordinate and arrange for customer excursions, activities and requirements during their stay
\n\tCheck hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences\u00a0
\n\tAttend to incoming \u00a0customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay\u00a0
\n\tActively manage customer profiles in CRM
\n\tLeverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property
\n\tObtain feedback from clients with regards their experience
\n\tEngage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice\u00a0
\n\tBe aware and identify market offerings on and off site to assist in entertaining customers
\n\tHost and entertain VIP gaming customers as required\u00a0
\n\tMaintain the confidentiality of customer\u2019s information in all gaming and CRM systems
\n\tRecognise customers on special occasions including birthday and other important dates<\/p>\n
Delivered Customer Acquisition New & Reactivation Plans<\/p>\n
\tWork within current business strategies and recognize potential opportunities for new business and customer acquisition
\n\tAttend gaming events with acquisition customers to raise awareness around the property\u2019s brand and VIP program, as required
\n\tAcquire leads received via the Gaming system and respond to these leads\u00a0
\n\tLeverage existing relationships with the potential to acquire and move clients to SI properties
\n\tManage VIP customers using CRM in line with targets<\/p>\n
Delivered Customer Retention & Growth Plans<\/p>\n
\tFacilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers
\n\tDevelop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer
\n\tUtilise customer recognition triggers to enhance customer experiences for relevant VIP customers
\n\tCommunicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
\n\tManage specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth\u00a0
\n\tManage VIP customers using CRM in line with targets<\/p>\n
VIP Administration & Reporting<\/p>\n
\tAccurately update clients\u2019 CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
\n\tComplete all relevant data in a common departmental drive in relation to new and \u201chot\u201d players
\n\tLog records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system\u00a0
\n\tRecord ROI\u2019s and complete \u201cEvent input template\u201d for all functions and VIP initiatives\u00a0
\n\tManage the individual VIP customer\u2019s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues<\/p>\n
Stakeholder Relationship Management<\/p>\n
\tCooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
\n\tUpdate hotel operations timeously of any changes to billing requirements
\n\tBuild relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
\n\tContinuously engage with clients to establish and grow loyal relationships for SI
\n\tCoordinates the distribution of information to all relevant departments on the property
\n\tAttends gaming and VIP meetings and provide relevant feedback and information to management and the department<\/p>\n
Requirements<\/p>\n
Education<\/p>\n
\tGrade 12
\n\t3-Year Tertiary qualification in marketing is an advantage
\n\tMinimum of 5 years\u2019 experience in a guest relations within the gaming and hospitality environment
\n\tPrevious supervisory and management experience is an advantage
\n\tMeet all requirements for a key gaming licence
\n\tRequired to work irregular hours in line with operational requirements
\n\tLinguistic skills in Mandarin \/ Cantonese an advantage<\/p>\n
Experience<\/p>\n
Skills and Knowledge<\/p>\n
Core behavioural competencies<\/p>\n
\tDeciding
\n\tPlanning
\n\tBuilding & Developing relationships
\n\tProblem-solving
\n\tInfluencing
\n\tEncouraging co-operation
\n\tSelling
\n\tDealing with customers
\n\tConflict handling skills
\n\tEnergetic positive individual with great interpersonal skills and an ability to handle confidentiality
\n\tTechnical\/Proficiency competencies
\n\tAdvanced Written and Verbal English communication skills
\n\tCRM systems
\n\tProficient computer skills \u2013 MS Office
\n\tNegotiating skills
\n\tNetworking skills
\n\tTelephone skills
\n\tManipulation of system data
\n\tKnowledge of Sun International policies and standards
\n\tKnowledge of gaming industry
\n\tLegislation \u2013 including POPI, FICA requirements<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.suninternational.com\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Sun International","_company_website":"https:\/\/www.suninternational.com\/","_company_tagline":"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\u2019s 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\u2019s 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\u2019s 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\u2019ve created some the world\u2019s 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","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-9599","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/9599","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=9599"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=9599"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=9599"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}