VIP Development Host

Department: Gaming

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

Minimum Requirements:

 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

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.