VIP Services Manager (Brakpan)Sun International • Brakpan, Gauteng, South Africa

VIP Services Manager (Brakpan)

Sun International • Brakpan, Gauteng, South Africa

5 days ago

Job description

Job title : VIP Services Manager (Brakpan)

Job Location : Gauteng, Brakpan

Deadline : December 10, 2025

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Job Purpose

The VIP Services Manager has the responsibility for the planning, management and delivery of the VIP services strategy, VIP guest experience and team management at unit level with the 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

Delivered VIP Growth, Acquisition & Retention Plans

Understand the Unit and Group VIP strategies and align the Unit VIP services plan to personalise the services and offerings in line with customer preferences

Collaborate with the General Manager in developing strategic objectives for the Unit’s VIP services which are aligned to specific deliverables.

Develop VIP business / customer growth through acquisition and retention strategies and targets

Develop and analyse a customer segmentation plan to take advantage of acquisition, retention and growth opportunities and achieve financial goals

Manage and utilise relevant marketing solutions to achieve targets (CRM)Compile a unit VIP and / or cluster events calendar that will support brand loyalty ensuring SI as the brand of choice for VIPs

Monitor performance against targets on an ongoing basis (CRM)

Motivate and mobilise the team to achieve targets

Manage the achievement of milestones of VIP service targets and deliverables

Identify and investigate new opportunities to optimise VIP services for the property

Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability

Manage and allocate people and operational resources

Build and motivate a team of sales and relationship-focused VIP Personal Host team.

VIP Customer Relationship Management

Manage the end-to-end customer experience for all VIP and hosted gaming customers

Manage the product and service standards in Prive and Sun Lounge operating areas

Monitor and update the business unit with regards to current standard operating procedures and ensure compliance.

Initiate personalise offerings in line with customer preferences as recorded in CRM

Implement the VIP Personal Host Programme and promotional strategies

Establish guest needs and implement action plans as per SOP ‘s and guest status

Align campaigns and efforts with customer value accountsacross acquisition, retention and growth segments.

Utilise CRM to guide team activity and track performance.

Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.

Set criteria for Bally Bag and Live Floor view system and ensure compliance

Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders

Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice

Host and entertain VIP gaming customers as required

Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems

Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates.

VIP Customer Experience

Manage and conduct meet and greet processes on the property

Deals with escalations / complaints / conflict situations

Be available to interact with VIP punters and guests when on‑site

Plan, manage and communicate on campaign objectives and plans to VIP team for co‑ordination and implementation

Set parameters and criteria for the transportation and security of VIP customers

Set criteria, conduct room checks and assess VIP hotel room readiness and standards

Assess butler services and make recommendations to improve offering to VIP customers (Where available)

Complete all expense claims

Manage the integrity and confidentiality of customer information in all programs

Drive data base integrity and maintenance

VIP Analytics & Reporting

Completes the following reports :

Exception reports / journals

Monthly Financial Review reports

Month end reports

Report on Acquisition customers through Bally live Floor view

Analyze customer preference data reports from CRM on an ongoing basis

Track, report and participate in the Completion of the “Event input template” for all functions and VIP initiatives

Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues

People Management

Develop and provide feedback on performance & development plans / contracts

Develop a skills matrix for the team

Develop a training and development plan for the team

Monitor HR reports / compliance to HR standards

Provide direction and support to all VIP services employees with regard to standards, VIP clients, etc.

Provides motivation and leadership to promote positive working relationships

Lead and oversee departmental communication ensuring employee and management interaction

Recruit, select and manage talent in the VIP services department in line with Company standards

Budget Management

Financial Management for the Unit VIP services function including :

Budget

Cost management

PIP and forecasting

Revenue growth plans and performance

Financial reporting for the function

Develop and monitor discretionary expenditure, budgets and customer reinvestment levels to achieve revenue and EDITDA targets.

Stakeholder relationship management

Liaise with VIP Player development and Group VIP in formulating the targets and plans for the acquisition of new business and activations of inactive business

Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business

Continuously engage with clients to establish and grow loyal relationships for SI

Coordinates the distribution of information to all relevant departments on the property

Leads VIP meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.

Collaborates with marketing with regards promotions within the Prive and Sun Lounge areas; as well as the coordination and execution of VIP events.

Requirements

Education, experience and competencies required :

Grade 12 / Matric3

Year Degree / Diploma in Business Management is preferred

Minimum 5 years’ experience within a guest services management role.

Experience in the Casino Industry.

3 years in VIP Personal Host position is an advantage

Skills and Knowledge

Working Conditions and Special requirements :

Ability to work shifts that meet operational requirements

Domestic travel as required

Core behavioral competencies :

Conceptualising skills

Developing relationships

Motivating others / gaining co‑operation

Decision‑making

Training; coaching; keeping abreast of new developments in field

Dealing with Customers including conflict management skills

Analysing / Diagnosing statistics

Reviewing Assessing feasibility; assessing compliance; efficiencies

Appraising / Developing Others including evaluating for recruitment, performance, coaching and training

Innovation and creativity

Influencing & negotiating skills

People Management

Energetic, positive and service oriented leader

Technical / Proficiency Competencies

Advanced Written and Verbal English communication skills

CRM systems

Negotiating skills

Networking skills

Telephone skills

Knowledge of Sun International

Knowledge of gaming industry

Manipulation of system data

Listening

Selling / Upselling skills

Financial acumen

Business acumen

Team Planning

Proficient Computer Skills – MS Office; EGS

High levels of integrity

Sales / Retail / Business Development jobs

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Service Manager • Brakpan, Gauteng, South Africa

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