VIP Experience & Events Manager

Sun International; South Africa; On-site; ZAR 500,000 - 800,000; Full time

Job summary

Sun International Port Edward is seeking a VIP Services Manager to lead the VIP services strategy, guest experience and the VIP team at the Wild Coast Sun Resort. The role focuses on acquiring, recognizing, rewarding and incentivising top-end gaming customers in line with gaming regulations and company standards.

You will recruit and develop the VIP Host team, manage budgets, collaborate with Marketing and Player Development, analyse CRM data and report on performance and revenue targets.

Responsibilities

• Develop and implement the VIP Services strategy and plans aligned with Group and Unit objectives.
• Drive VIP customer acquisition, retention, growth and revenue.
• Develop customer segmentation and use CRM data to identify opportunities and improve customer engagement.
• Manage and enhance the overall VIP customer experience, including Prive, Sun Lounge, events and hosted gaming.
• Build strong relationships with VIP customers and ensure personalized recognition, rewards and offerings.
• Lead, motivate, coach and develop the VIP Personal Host team.
• Monitor team and business performance against targets and take corrective action where necessary.
• Manage VIP events, campaigns, promotions and customer activations.
• Handle VIP customer complaints, escalations and service recovery.
• Ensure customer information confidentiality, CRM integrity and compliance with SOPs and gaming requirements.
• Manage VIP customer reinvestment, discretionary expenditure and departmental budgets.
• Prepare and analyze financial, CRM, customer and performance reports.
• Work closely with Marketing, Player Development, Group VIP and other departments to grow VIP business.
• Identify opportunities to improve VIP services and maintain high service standards.

Job description

Sun International Port Edward is seeking a VIP Services Manager to lead the VIP services strategy, guest experience and the VIP team at the Wild Coast Sun Resort. The role focuses on acquiring, recognizing, rewarding and incentivising top-end gaming customers in line with gaming regulations and company standards.

You will recruit and develop the VIP Host team, manage budgets, collaborate with Marketing and Player Development, analyse CRM data and report on performance and revenue targets.