Sun International has announced an exciting opportunity for an experienced professional to join their team as a VIP Personal Host at GrandWest Casino and Entertainment World, Cape Town. This permanent role is central to creating memorable experiences for high-value guests while driving VIP business growth in line with company policy and regulations.
VIP Personal Host Position Overview
- Reference Number: SI-445
- Location: Cape Town
- Industry: Gaming
- Type: Permanent
About the Role
The VIP Personal Host will be the single point of contact for all hosted and VIP customers, responsible for implementing the end-to-end customer programme. The role requires exceptional relationship management skills to acquire, build, and retain strong connections with VIP gaming clients. The ultimate goal is to grow the VIP business while delivering first-class hospitality.
Key Responsibilities
VIP Customer Relationship Management
- Hosting VIP clients in gaming areas and during special events.
- Coordinating transport, accommodation, and entertainment requirements.
- Managing customer complaints, suggestions, and requests professionally.
- Personalising experiences through room checks, welcome packs, and recognition of special occasions.
- Actively updating and managing customer profiles in CRM systems to enhance service delivery.
Customer Acquisition and Retention
- Developing strategies to attract new VIP clients and reactivate dormant customers.
- Conducting competitor analysis to identify gaps and opportunities.
- Attending gaming events to promote GrandWest’s VIP offerings.
- Building loyalty through exclusive events, personalised communication, and targeted offers.
Administration and Reporting
- Maintaining accurate customer data in CRM and Casino Management Programmes.
- Recording key customer activities, ROI of events, and updating departmental records.
- Managing VIP customer benefits and incentives in line with company policies.
Stakeholder Engagement
- Collaborating with hotel, gaming, and entertainment departments to ensure a seamless guest experience.
- Building strategic relationships with business partners and service providers.
- Providing management with accurate reports and insights from VIP programmes.
Job Requirements
Education
- Matric (Grade 12).
- A tertiary qualification in Marketing will be advantageous.
Experience
- At least five years’ experience in guest relations within gaming or hospitality.
- Supervisory or management experience is advantageous.
- Must meet the requirements for a key gaming licence.
- Flexibility to work irregular hours as required.
- Fluency in Mandarin or Cantonese will be a distinct advantage.
Skills
- Strong interpersonal and relationship-building skills.
- Advanced English communication, both written and verbal.
- Proficiency in CRM systems and Microsoft Office.
- Conflict handling, problem-solving, and negotiation skills.
- Knowledge of industry legislation including POPI and FICA.
Equity Commitment
In line with the Employment Equity Act (No. 55 of 1998), Sun International will give preference to candidates from designated groups. Internal policies and unit-specific employment equity plans will guide the recruitment process.
GrandWest Casino and Entertainment World is one of the leading destinations for gaming, hospitality, and entertainment in South Africa. This role offers the opportunity to work in a dynamic environment where every day is about creating unique experiences for VIP customers.
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