Head of VIP Hosts

Dragon Royale Gaming and Development Corp.; Guiguinto; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Dragon Royale Gaming and Development Corp. seeks a Head of VIP Host to lead the VIP Host team, oversee player engagement, and ensure service standards for high-value players.

The role emphasizes performance monitoring, relationship management, and coordination with Casino Operations, Marketing, F&B, Finance, and Security to deliver personalized, compliant VIP experiences in line with PAGCOR guidelines.

Responsibilities

• Lead, supervise and direct the VIP Host team.
• Manage player assignments, schedules and daily priorities.
• Monitor attendance, conduct, productivity, and overall team performance.
• Coordinate with Casino Operations, Marketing, F&B, Finance, Security, and other departments to support VIP requirements.
• Oversee VIP player engagement and ensure personalized, professional service for high-value players.
• Ensure VIP activities are documented and compliant with PAGCOR requirements and responsible gaming standards.
• Monitor VIP player activity, retention, and reactivation efforts and report findings to management.
• Plan and coordinate VIP events and engagement programs.

Skills

Leadership

VIP relationship management

Coaching and development

Compliance awareness

Job description

The Head of VIP Host is responsible for leading and supervising the VIP Host team and ensuring the delivery of personalized, professional, and consistent service to VIP and high-value players. The position oversees VIP Host performance, player engagement and relationship management, service standards, team development, and coordination with relevant departments.

The position also ensures that VIP Host activities are properly documented and conducted in accordance with company policies, approved procedures, responsible gaming principles, and applicable regulatory requirements.

KEY RESPONSIBILITIES

1. VIP Host Team Management

• Lead, supervise, and provide direction to the VIP Host team.

• Manage player assignments, schedules, manpower coverage, and daily work priorities.

• Monitor attendance, conduct, productivity, and overall team performance.

• Conduct regular briefings and ensure that management directives and operational updates are properly communicated.

• Address performance and operational concerns and elevate matters requiring management intervention.

2. VIP Player Relationship Management

• Oversee the proper handling and servicing of VIP and high-value players.

• Ensure personalized, professional, and responsive player engagement.

• Monitor player preferences, concerns, requests, and relevant engagement activities.

• Personally handle or assist with sensitive and escalated VIP concerns when necessary.

• Maintain appropriate professional boundaries and confidentiality in all player interactions.

3. Player Engagement, Retention and Reactivation

• Monitor VIP player activity, engagement, retention, and reactivation efforts.

• Guide VIP Hosts in maintaining meaningful and appropriate relationships with assigned players.

• Identify inactive or declining player accounts and ensure appropriate reactivation efforts are undertaken.

• Monitor engagement results and provide management with relevant observations and recommendations.

4. VIP Service and Guest Experience

• Establish and maintain consistent VIP service standards.

• Monitor the quality and responsiveness of VIP Host services.

• Address service gaps, player complaints, and service recovery concerns.

• Gather and evaluate player feedback and recommend improvements to enhance the overall VIP experience.

5. VIP Benefits, Privileges and Coordination

• Oversee the proper processing and coordination of approved VIP benefits, complimentary privileges, player requests, and related services.

• Ensure requests remain within approved policies, authorization limits, and applicable controls.

• Coordinate with Casino Operations, Marketing, F&B, Finance, Security, and other relevant departments to facilitate VIP requirements.

• Ensure proper documentation and reporting of VIP-related transactions and requests.

6. Performance, Coaching and Development

• Establish and monitor individual and team KPIs for VIP Hosts.

• Conduct regular performance reviews, coaching, and feedback sessions.

• Identify training and development needs and coordinate with HR and relevant departments.

• Mentor VIP Hosts in player handling, communication, service standards, relationship management, and professional conduct.

• Recommend appropriate performance improvement or recognition measures when necessary.

7. Compliance, Reporting and Internal Controls

• Ensure VIP Host activities comply with company policies, procedures, PAGCOR requirements, responsible gaming standards, and applicable regulations.

• Monitor proper handling of player information and confidential records.

• Review VIP Host reports and ensure accurate and timely submission of required documentation.

• Report significant player concerns, unusual incidents, policy violations, or other matters requiring management attention.

• Cooperate with authorized company functions in audits, reviews, and investigations involving VIP-related activities.

8. VIP Events and Management Support

• Assist in planning and coordinating VIP events, player activities, and engagement programs.

• Ensure proper VIP Host deployment and service coverage during events.

• Participate in management meetings and provide reports, insights, and recommendations regarding VIP player activities and team performance.

• Recommend improvements to VIP Host processes, service standards, and operational practices.

• Perform other related duties as may be assigned by management.

III. KEY PERFORMANCE INDICATORS

• VIP Host team performance and achievement of assigned KPIs

• Quality and consistency of VIP player service

• Player engagement, retention, and reactivation performance

• Timeliness and effectiveness in addressing player concerns

• Team attendance, discipline, productivity, and development

• Accuracy and timeliness of reports and documentation

• Compliance with company policies, internal controls, and regulatory requirements

Effectiveness of coordination with other departments