VIP Personal Host

The VIP Personal Host is responsible for delivering a personalised, high-quality experience to Sun International’s VIP casino customers while supporting the acquisition, growth and retention of valuable customer relationships.

Acting as a dedicated point of contact, the role builds strong relationships with VIP customers, anticipates and coordinates their individual requirements, and ensures a seamless experience throughout their visit. This includes meet-and-greet services, accommodation and transport arrangements, gaming support, personalised experiences, complaint resolution and ongoing relationship management. The role also works closely with internal teams to ensure VIP service standards are consistently delivered while contributing to customer loyalty and revenue growth.

Core behavioural & Technical / proficiency competencies

Behavioural:

• Continuous Improvement
• Integrity
• Teamwork
• Collaboration
• Transparency
• Adaptability
• Problem-Solving
• Customer Centricity
• Lifelong Learning
• Respect for Diversity

Technical:

• VIP Customer Relationship Management
• VIP Customer Acquisition & Retention
• Guest Relations & Personalised Service
• Customer Relationship & Retention Strategies
• Gaming Product Knowledge
• VIP Hosting & Service Coordination
• Customer Profiling & Preference Management
• Complaint & Dispute Resolution
• Salesforce / CRM Management
• Revenue Growth & Customer Retention
• Rebate Programme Administration
• Complimentary Spend Management
• VIP Events & Experience Coordination
• Customer Data & Profile Administration
• ROI & VIP Initiative Reporting
• Gaming Regulations & Compliance
• Stakeholder & Relationship Management
• Commercial & Business Acumen

Requirements

Qualifications

• Grade 12 [Required]
• Must meet the requirements for a Gaming Licence [Required].

Experience

• Minimum 2 years’ experience in a guest relations or sales environment
• Hospitality industry experience is preferred
• 1 year supervisory / management experience
• Experience building and maintaining customer relationships
• Experience delivering high-touch or personalised customer service
• Exposure to customer acquisition and retention activities
• Ability to work shifts in line with operational requirements
• Intermediate computer proficiency
• Ability to communicate in an additional language is advantageous.

Key Areas of Responsibility

• Build and maintain strong relationships with VIP casino customers.
• Act as a dedicated point of service and contact throughout the VIP customer journey.
• Host customers within Privé and private gaming environments.
• Coordinate meet-and-greet, transport, security, accommodation and other VIP requirements.
• Understand individual customer preferences and personalise services accordingly.
• Handle complaints, disputes and requests, escalating where appropriate.
• Maintain accurate VIP customer profiles and CRM information.
• Manage VIP customers through Salesforce in line with acquisition and retention targets.
• Coordinate VIP excursions, activities, events and personalised experiences.
• Manage rebate documentation and related programme administration.
• Monitor VIP customer complimentary spend and discretionary allowances.
• Track and report ROI across VIP initiatives.
• Collaborate with internal departments to ensure consistent and seamless VIP service delivery.

Sun International is committed to employment equity and encourages applications from suitably qualified candidates. Only shortlisted candidates will be contacted.

“If you have not heard from us within 14 days of the closing date, please consider your application unsuccessful.”