Position: VIP Development Host
Employment status: Permanent
Purpose of Position:
Acquisition and retention of new VIP guests.
Increase revenue by inviting and hosting new gaming customers to Emerald
Build relationships with lapsed VIP guests to encourage return business
Implementation of action plans to ensure financial targets are met.
Compile monthly analysis reports.
Responsible for co-ordinating the day to day customer relations requirements in the Privé and other gaming areas to ensure a VIP customer experience
All duties are to be performed in accordance with Departmental and Company policies, procedures and gaming regulatory requirements and standards.
Essential job function:
Function as a Host in the Privé and other gaming areas whilst customers are engaged in play
Maintain excellent relations with all customers by meeting with as many customers as possible thereby encouraging a high level of personal service
Grade 12 or equivalent NQF level 4 qualification
Business/Sales related tertiary qualification will be an advantage
2 Years VIP host experience in a casino or similar environment
Strong knowledge of Gauteng Gambling Board rules and regulations
Roles and Responsibilities:
Establish customer needs and requirements to engender loyalty
Build positive business relationships with customers and employees
Ensures all customers are treated with courtesy and respect
Assist with co-ordinating VIP functions and promotions
Conduct meet and greet processes for customers on arrival and departures from the Privé
Handle any complaints, disputes and suggestions timeously judiciouslyand effectively. Escalate to the VIP / Privé Manager when required
Proactively identify and resolve service failures, taking immediate action to resolve service gaps, cement player loyalty and intent customer return
Develop relationships with key Departments in Marketing, Gaming, F&B and Accommodation to ensure that communication, strategy development and decisions are made to benefit the Company
Be visible on the gaming floor for employees and customers
Make recommendations on gaming specific marketing promotions
Handles all needs and requirements of preferred players. Issues, approves and monitors the issuance of complimentaries to protect company interests
Identifies ways to increase efficiencies and to improve products or service
Develop VIP business/customer growth through acquisition and retention strategies and targets
Clearly communicates promotions, programs and services to necessary employees, seeks their support and keeps them informed of changes that may impact their business
Observe gaming activities, identify compliance and security irregularities, take corrective action and report
Develop and analyses customer profiles to take advantage of acquisition, retention and
growth opportunity and achieve financial goals
Perform VIP administrative functions as required
Open to constructive feedback on continuously drives to develop own skills and knowledge
Works to meet team objectives, respecting other and offering assistance proactively where needed
Take ownership and accountability for tasks and activities and demonstrate effective self-management
Provide all customers and employees with the highest level of customer service to ensure that a unique customer experience is achieved at all times through displaying the four key behaviours of the Customer service model.
If interested in applying, please bring your CV with all relevant certificates/qualifications attached, accompanied by the signed internal application form in hard copy to Lekhetho Seleki at the HR office or email them to email@example.com
Closing date: 18 March 2020
If you have not heard from us by the 30th of April 2020, please consider your application to be unsuccessful & whilst all applications will be carefully considered, only short-listed applicants will be contacted.
Emerald Resort and Casino is an equal-opportunity employer.