Area / Job Type
Bryanston (JHB) - South Africa (onsite)
Fulltime
Purpose of the Position
The VIP Host’s main objective is to increase loyalty and Gross Win from VIPs and potential VIPs in a 24/7 environment. Sift work is required for this position.
Key Duties and Responsibilities
- Customer Service and Delivery
- Client Retention (missing/lapsed/unhappy players)
- Building solid relationships with players
- General Administrative work
- Work closely with the shift supervisors to drive traffic & revenues.
- Rejected transactions monitoring
- Constant communication with player queries.
- Follow-up and complete queries
- Effective daily reporting on account statuses, VIP account issues & queries
- Top winners and losers – Big Winner Tickets, contact valid wins
- Net profit tracking
- Month to Date tactical actioning in terms of dormancy -reactivation, growing deposits, potential VIPs into the retention stream
- Granular day-to-day drilling into allocated clients’ activity and satisfaction and loyalty to the brand, measuring KPIs such as deposits, frequency of play, and gaming experience.
- Constant awareness of GAP analysis, adopting the tactical implementation of suitable solutions to counteract weaknesses and build on strengths, concerning VIP and POTVIP-centric promotions.
- Build client relationships to improve client loyalty, spending and increased visits to the site.
Tasks
- Offering world-class VIP Management
- Using resources effectively for maximum client returns
- Implement and follow up on promotions for VIP Players as delegated
- Plan and execute physical interaction through available communication channels.
- Ensure gifting, deals and comping are used effectively to gain maximum exposure.
- Create emotive bonds rather than adopting retail and transactional approaches.
- Identify appropriate player strategies to fit the player classification in terms of their lifetime cycle.
- Increase the activity of top players
- Proactively contact top players
- Groom small to mid players to becoming whales
- Analyse and improve KPIs
- Increase deposited amounts, turnover in gameplay and net gaming revenues
- Find ways to combat churn
- Follow up on VIP bonuses and VIP promotions and report back
- Follow up on these KPIs: deposited amounts, turnover, retention, reactivation, churn, customer loyalty and overall satisfaction (via ongoing individualised customer surveys)
- Capturing notes for detailed customer profiles.
- Processes, routines and back office
- Work in sync with the call centre, constantly reviewing processes around VIP management and outbound agents and suggesting more appropriate ways where required.
- Come up with suggestions for improvements on the back office features for VIP Management tools
- Come up with suggestions for improvements to the website based on customer feedback to improve players’ satisfaction levels
- Ongoing feedback to all relevant parties regarding GAP analysis, with customer feedback and recommendations.
- Streamline ineffective processes to become more effective.
- Feedback and resolution in terms of payment mechanisms that may prevent depositing.
- Cooperate with other teams
- Ensure that customer service is fully up to standard to deliver best-in-class service to VIP Players
- Ensure that all parties are aligned in terms of the ultimate goal and vision.
Education and Experience
- 4 years of casino experience is preferable
- Good communication and network skills
- Target Driven
- Service first, and first-time-right mentality
- Tenacity, Drive & Urgency
- Positive and pro-active problem solver
- Must be able to perform under pressure in a fast-paced environment with multiple deadlines
- Must accomplish organization goals by accepting ownership of successes or failures
- Must be well organised to handle administrative duties