VIP Services Manager

Job Purpose

To lead and manage the Casino VIP Services function by delivering a highly personalised, discreet, and premium guest experience to high-value players. The incumbent will be responsible for driving VIP customer acquisition, retention, and loyalty strategies, while ensuring alignment with business objectives, regulatory requirements, and brand standards.

Qualifications

• Matric.
• Bachelor's Degree or Advanced Diploma in Hospitality Management, Business Management, Marketing or a related field.

Minimum Requirements

• Minimum of 6-8 Years relevant experience in casiino operations, VIP services or high-end customer relationship management
• At least 5 - 9 years experience in a leadership or managerial capacity.
• Strong understanding of casino operations, player value management and loyalty programmes.
• Proven experience in dealing with high-net-worth individuals and premium clientele.
• Versatility in Guest Liaison and interpersonal skills.
• Good organisational skills and ability to communicate professionally with guests, employees and management.
• Shift work will be an operational requirement.
• Operationally required to work in a smoking environment.

Main Resposibilites

• Develop and implement a comprehensive VIP Customer strategy focused on acquisitions, retention and revenue growth that is aligned to business objectives.
• Build and maintain the VIP member profile database.
• Continuously enhance VIP value proposition to remain competitive and relevant,
• Collaborate with internal stakeholders across Gaming, Marketing, Hotel and Food & Beverage to deliver an integrated guest experience.
• To manage and maintain complete knowledge of and comply with the departmental policies / services / procedures / standards.
• Keep in close contact with the promotions department and be aware of on-going complex promotions.
• Maintain and control an updated balance sheet of your house account and the house accounts of the Executive Hosts to ensure company policies and procedures are in place.
• Develop and maintain an accurate active and current database of Premium Players
• Compile month end reports for Gaming and distribute to the relevant HOD’s of Gaming.ie: Revenue Reports associated with Executive Host and Gaming Guest Relations Hosts Functions. Progress on lapsed Lists, Birthday lists, etc
• Manage the daily running of all the Hosts as well as their reports, functions, Incentive rewards, oversee the fair rotation of their profile Players and to organise their Player lists whilst on leave.
• Ensure full compliance with gaming regulations, company policies and standards.
• Report on VIP performance metrics, including revenue, reinvestment and return on investment.  Manage VIP Budgets effectively to optimise profitability.
• Ensure staff develop and maintain attentive and professional service levels for high-end guests
• Review daily VIP guest arrival reports (hotel) when applicable, and to organise to welcome VIP guests as they arrive at the property.
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