VIP Ambassador-Sun International

Unit:
Boardwalk Hotel, Casino, Spa and Convention Centre
Location:
Port Elizabeth
Job Purpose
Responsible to be the frontline customer contact to coordinate the day-to-day customer experience in the Prive and Sun Lounge areas by providing exceptional service to the guests; in accordance with company VIP standards and gaming regulations.

Education
Grade 12
Experience:
Previous experience in a customer facing role; with specific reference to relationship management, arranging of functions, working budgets, etc
Experience in the casino and / or gaming environment is an advantage
Meet the requirements for a gaming licence and FICA
Skills and Knowledge

Ability to work shifts that meet operational requirements
Work in a smoking environment
Physical mobility to move around as per job requirements (including with the use of aids)
Physically able to work and stand for long periods of time
Key Performance Areas:
Check Prive lounge and reception area to ensure it is ready for play
Check operating equipment prior to start of shift to ensure all is functioning and ready for play
Check cleanliness of own section, machines and/ or station
Communicate and follow-up on the correction of any equipment faults or defects
Ensures RGP information is displayed
Assist with the co-ordination and preparation of the lounges for VIP events and promotions
Liaise with VIP Management and Personal Hosts with regards VIP€™s in house and their requirements
Conduct meet and greet processes for customers on arrival and departures from the Prive and Sun Lounge areas
Be able to identify VIP clients by name on arrival
Interact with guests and provide professional service standards and solutions
Be able to answer queries relating to game information, various bet types, promotions and events, as well as products
Act as a host in the Prive, Sun Lounge or Private gaming areas whilst customers are engaged in play
Establish any customer needs / requirements
Handle any complaints, disputes and suggestions and escalate when required
Co-ordinate and arrange for customer excursions, activities and requirements on a day-to-day basis with the relevant departments in line with customer requests
Process day to day complimentary€˜s for guests in the Prive / Sun Lounge areas
Process points redemption for guests in the Prive / Sun Lounge areas
Engage with local customers and provide a customer experience in the Prive and Sun Lounge areas that will support brand loyalty ensuring SI as the brand of choice for VIPs
Be the liaison between VIP Personal Host and VIP customers on a daily basis.
Perform VIP administrative functions as required
Be present on the floor during VIP functions
Knowledge required involves the practical application of work procedures and processes
Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
Communicates, co-ordinates and interacts with others in the value chain to ensure VIP customers receive exceptional experiences
Manages one's time and resources to ensure that objectives are achieved effectively and on time.
Interprets customer requirements in terms of services available and the applicable constraints
Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
Considers all the facts, options and possible outcomes prior to making decisions;
Works independently, and is orientated towards solving customer queries.
Takes ownership of customer requests and requirements.
Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
Interprets customer requirements in terms of services available and facilitates operational processes relative to VIP punters.
Refers problems falling outside parameters to the team leader/manager for resolution
Equity:
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.


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Job id : , #68824, 514 views,