VIP Ambassador Job at Sun International

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
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• 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