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Guest care work

VIP Manager - London - £33K - £40K + Bonus + Benefits

 

Job Title:        VIP Manager

Salary:            £33K - £40K + Bonus + Benefits

Location:       London

The Role 

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

Key Accountabilities

  • 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.

Entry Requirements

  • 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

Additional Information

  • 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 steven@grs-recruit.com