VIP Ambassador

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.

Working Conditions and special requirements

• Ability to work shifts that meet operational requirements.
• Physically able to work and stand for long periods of time.

Job Scope and Responsibilities

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.

Know How

• 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.

Problem
- Solving

• 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.

Accountability

• 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.