VIP Ambassador
Sun International · Cape Town, Western Cape
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Start free — we apply for you →Main Purpose of the Job
- 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.
Duties and responsibilities include
- Prepared Prive Lounge
- Check Prive lounge and reception area to ensure standards are met
- Check operating equipment prior to start of shift to ensure all is functioning
- Check cleanliness of own section, machines and/ or station
- Communicate and follow-up on the correction of any equipment faults or defects
- Ensures RGP / MVG / FICA 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 to VIP's in house and their requirements
Customer Engagement
- Conduct meet and greet processes for customers on arrival and departures from the Hotel, 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 customer needs / requirements and action accordingly
- 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 vouchers for guests in the Prive / Sun Lounge areas
- Process points redemption for guests in the Prive / Sun Lounge areas
- Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries
- Engage with 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.
- Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments
- Perform VIP administrative functions as required
- Be present on the floor during VIP functions
- Work conditions and special requirements
- Ability to work shifts that meet operational requirements
- Physically able to work and stand for long periods of time
Job Requirements
Minimum requirements Education and Experience
- Grade 12
- Previous experience in a customer facing role
- Experience in the gaming environment is an advantage
- Meet all requirements for a key gaming licence
Skills and competencies
Core & Personal behavioural competencies
- Problem Solving
- Collecting Information listening; asking questions
- Dealing with Customers
- Handling conflict
- Checking
- Following Instructions
- Emotional resilience
- Honesty in the handling of cash
- Presentable
- Relationship building
Technical/Proficiency competencies
- English verbal communication skills
- Numerical skills calculations of large numbers
- Compliance procedures and regulations
- Responsible gambling principles
- Proficient computer skills MS Office
- EGS knowledge is an advantage