Main Purpose of the Job:
Reporting to the General Manager of the Business Unit Manager
VIP Services Manager is responsible for executing designated strategies to grow VIP gaming revenue through:
• Leading the VIP services team to effectively manage the VIP customers experience on-site;
• Acquiring, recognising, rewarding and incentivising VIP gaming customers
• Tracking individual team member’s performance against set key performance indicators.

Education, experience and competencies required:
• Grade 12
• Marketing or Business Management Diploma is preferred
• Minimum of 5 years’ experience in a gaming environment
• Track record in casino sales & promotional activities is desirable
• Previous management experience
• Knowledge and experience working with relevant casino controls and regulations is essential
• Knowledge of a 2nd language is an advantage
• Strong interpersonal and communication skills
• The ability to work under pressure
• A strong customer service orientation.
• Problem solving skills
• Integrity
• An excellent attention to detail
• Assertive
• Professional presentation
• Persuasive skills
• Ability to motivate a team

This position involves the following key performance areas:
• Growth of VIP Business
• Strategies aligned to customer segmentation result in the acquisition, retention and growth of VIP customers within the business unit.
• VIP Customer communication strategies are developed and implemented in line with business unit products (e.g. promotions, invitations, etc.)
• VIP gaming revenues are met or exceeded.
• Cost containment strategies are applied to achieve financial objectives (through responsible discretionary expenditure and management of program re-investment levels)
• Retain and maximise revenue from allocated VIP casino guests as per targets.
• Build brand loyalty with high-end customers through engaging with them on a continuous basis to ensure Sun International as the brand of choice
• International VIP Customer Management
• End to end customer experience for International VIP gaming customers is managed effectively
• Standard operating procedures are researched and developed to ensure the International VIP customer enjoys international levels of service.
• Service Standards in operating departments are reviewed with recommendations made to ensure standards cater to the international customer.
• On-going liaison with International sales and disseminate relevant information to operating departments.
• Buy-in and settlement strategy is aligned to International VIP programme re-investment levels.
• National VIP Customer Management
• VIP Personal Host Programme and promotional strategies are implemented
• Departmental efforts are aligned to customer value across acquisition, retention and growth segments.
• Build and maintain a team of focused VIP Personal Hosts.
• CRM IT system is utilised to guide team activity and achieve performance/ KPI’s.
• Feedback and suggestions are generated to improve overall customer experience and offering to VIP customers to address identified gaps and opportunities
• Operational & People Management
• Operational management including the completion of specific administration and reporting to support the VIP services process
• Control of financial budgets and spend for the department
• Performance and development of employees to ensure an engaged, competent and motivated team, in line with Company policies and standards