VIP Executive Host - PA
Job Summary
Job Description
This role involves managing VIP team members, including VIP Hosts and Associates, overseeing their training, scheduling, and performance. The VIP Executive Host will establish and maintain a portfolio of top-tier VIP accounts, generating incremental gaming revenue by anticipating and meeting player needs. Responsibilities include managing all aspects of player relationships, ensuring compliance, and utilizing data for business decisions. The role requires strong experience in gaming, sales, and customer service, along with excellent communication and computer skills. A passion for sports and casino betting is essential.
Must have:
- Manage VIP team members at Host and Associate levels.
- Oversee VIP Associates and Hosts, including training and scheduling.
- Establish and maintain a portfolio of top-tier VIP accounts.
- Generate incremental gaming revenue by meeting player needs.
- Contribute to process and compliance initiatives.
- Lead Host and Associate team, providing weekly performance updates.
- Manage all aspects of player relationships, including hospitality events.
- Maintain personalized relationships with players, understanding their profiles.
- Assist host and associate level employees in developing relationships.
- Understand existing products and proactively promote new offerings.
- Communicate new member welcomes, loyalty, sales, and reactivation.
- Utilize daily reporting and analysis for sound business decisions.
- Assist with implementing new initiatives and policies.
- Monitor customer betting behavior and ensure bonuses/gifts are offered.
- Ensure compliance with all applicable regulations and legislation.
- Comply with company expectations, policies, and business strategy.
- Conduct self with the highest level of integrity and honesty.
- Handle difficult customer interactions professionally.
- Manage outbound initiatives for special events and participate in marketing.
- At least 3 years of gaming experience (online or brick and mortar).
- At least 1 year of experience with an online gaming operation.
- At least 2 years of experience in a sales-related role.
- Proven experience in customer service, concierge, or account management.
- Excellent computer skills, especially Excel, and communication skills.
- Proficient in data management tools.
- Positively affect interactions with customers and employees.
- Resiliency to deal with difficult customers.
- Ability to review and comprehend player tracking screens and reports.
- Ability to communicate effectively with external contacts and employees.
- Ability to travel and attend events throughout the US and Canada.
- Attend high-level events with minimum supervision.
- Must be able to qualify for required federal, state, and local licenses.
- Must have a passion for sports, casino, and/or sports & casino betting.
Perks:
- Competitive compensation package
- Fun, relaxed work environment
- Education and conference reimbursements
- Parental leave top up
- Opportunities for career progression and mentoring others
7 skills required
Job Details
About the Role & Team
Manages VIP team members at the VIP Host and VIP Associate levels.
Oversight and management of VIP Associates and VIP Hosts as directed including training, comping decision making, staff scheduling, and performance reporting to the assigned Regional Director of Player Development.
About the Work
- Establish and maintain a portfolio of top tier VIP accounts
- Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
- Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
- Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance
- Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
- Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
- Assist host and associate level employees with developing their relationships
- Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
- Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
- Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
- Utilize daily reporting and analysis to assist with making sound business decisions
- Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
- Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
- Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
- Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy
- Conducts themselves with the highest level of integrity and honesty
- Handles difficult customer interactions and situations in a calm, professional and reasonable manner
- Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
- Other duties as required.
About You
- At least 3 years of gaming experience either online or with a brick and mortar casino
- At least 1 year of experience with an online gaming operation
- At least 2 years of experience in a sales related role
- Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
- Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
- Proficient in data management tools
- Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
- Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation
- Ability to communicate effectively with external contacts and all levels of employees.
- The ability to travel and attend both on and off property events throughout the United States and Canada
- Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
- Must be able to qualify for licenses and permits required by federal, state and local regulations
- MUST HAVE: Passion for sports, casino and/or sports & casino betting
What We Offer
- Competitive compensation package
- Fun, relaxed work environment
- Education and conference reimbursements.
- Parental leave top up
- Opportunities for career progression and mentoring others
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