Job Title: VIP Manager
Salary: £33K - £45K + Bonus + Benefits
A leading Casino operator is seeking a talented VIP Manager maintain and develop their existing VIP Player base.
Job Purpose Statement:
The VIP Manager is accountable for the on-going maintenance of VIP customers as well as new business development of potential VIP visitors.
Inclusive in this position is the responsibility to oversee the Guest Relations team as well as continued development and promotion of the brand.
This will include:
Reactive and proactive VIP management of the top gaming customers, providing a personal hosting service and face of the business for these players and their needs
To increase EBITDA contribution of all identified VIP players
Consistent and successful VIP business development activity focused on sourcing new VIP players through external prospecting, personal relationships, networking, business development activities and targeting players at other casinos
Reports to the Head of VIP
Ensure VIP customers enjoy a positive experience in an entertaining and welcoming environment.
Personally manage the top players and VIP Programme
Explore and understand VIP customer needs ensuring the development of long-term relationships.
Host key players at the casino and develop relationship to become a ‘first port of call’ service for their gaming occasions.
Create a tracking system that provides superior customer service to VIP players at all times.
Own the tracking and development of players including fast tracking upgrades in order to grow loyalty, trip frequency and contribution.
Lead by example in the management of the Guests Relations team in providing superior customer service to all guests.
Responsible for attention to detail and consistency of service
Build VIP customer networks and relationships within identified cultures and to remain aware of up and coming cultural celebrations to capitalise through VIP visitation and member recruitment.
Actively promote business development through the Guest Relations team by building internal and external relationships with all stakeholders.
Support the Gaming department in achieving the overall business goal in terms of financial revenues through the proactive management of the VIP customer database.
Ensure that financial control is maintained by being fully accountable for a budgeted expense account ensuring an acceptable ROI on all expenses, remaining within budget, and reporting variances in a timely manner.
Work with the marketing team in ensuring the achievement of budgeted sales revenue by contributing towards and implementing sales plans, monitoring performance to plan and directing corrective action as appropriate.
Prepare and submit reports and analysis on VIP driven activities; initiatives and outcomes where required.
Contribute to on-going growth in Gaming through developing and implementing VIP customer strategies and initiatives for the business based on an understanding of the VIP market and industry trends.
Develop the VIP programme of activities, events and on and off-site activities to increase loyalty frequency and win, including prospecting and hosting at external events.
Applicants for this role must demonstrate the following:
Essential – A minimum of 2 years Gaming management experience
Desirable – A diploma qualification or degree in a Gaming Management discipline
Knowledge - Essential
Extensive knowledge of the gaming industry and service culture, including cultural nuances, patron networks and individual patron information
Extensive knowledge of casino or similar operation and an understanding of Casino and Hospitality industry
Excellent grasp of customer services principles with a flair for the execution of initiatives
Solid understanding of leadership and management practices
Knowledge - Desirable
Extensive knowledge and understanding of the Gaming industry.
Knowledge of the UK regulatory environment and other legislative requirements
The VIP Manager – role functions in a 24/7 business and as such flexibility is required by the incumbent.
There is a minimum expectation that you will be available for signature events & functions within the environment & this will mean evening & weekend obligations outside of ‘normal’ working hours.
To discover more contact Steven Jackson on email@example.com