VIP Services Manager

An exciting opportunity has become available for an Events and Promotions Coordinator at the prestigious 4-star hotel at The Wild Coast Sun Resort, the perfectly positioned Wild Coast Sun encourages you to immerse yourself in the South Coast’s striking beauty. From the banks of a majestic river right through to the unspoiled beaches of Eastern Cape, Wild Coast Sun inspires unforgettable sea-side adventures. JOB DESCRIPTION Main Purpose of the Job The VIP Services Manager has responsibility for the planning, management and delivery of the VIP services strategy, VIP guest experience and team management at unit level with aim of growing relationships and VIP gaming revenues through the acquisition, recognition, reward and incentivizing of top-end gaming customers, in line with gaming regulations, legislative requirements and company standards KEY PERFORMANCE AREAS Job Scope & Key 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. People & Leadership The role requires the manager to: Recruit and manage VIP Services staff. Develop skills matrices and training plans. Manage performance and development. Provide coaching, motivation and direction. Promote teamwork and effective departmental communication. Financial Responsibilities Manage the VIP Services budget and costs. Monitor forecasting and revenue growth. Manage customer reinvestment and discretionary expenditure. Support achievement of revenue and EBITDA targets.