Position Summary

The Senior Manager, VIP & Executive Services manages the VIP and Executive Services teams who focus on international VIP and non-VIP Gaming guests/patrons.
The Senior Manager, VIP & Executive Services will also manage the Outbound sales team and will work closely with the Casino Marketing and other Business Units to ensure that an excellent level of customer satisfaction is achieved.
The Senior Manager, VIP & Executive Services must possess a customer service orientation of excellence, detailed product knowledge, and Casino industry experience.

Primary Responsibilities

General

Participates in Departmental and Division meetings, provides operational updates to management and ensures VVIP player activity is recorded and reported properly.
Leads the VIP and Executive Services teams in providing ongoing support to the Business Development team for their endeavours and efforts, to accommodate their guests, and to increase VIP registrations within the customer database.
This support may also include on-the-floor monitoring activities, the identification of VIP play, capturing information, updating the respective CRM, and other related tasks.
Ensures that all captured data from tracking activities, expenses, and other required information are accurately recorded; ensures that all Casino Management System configuration settings are up to date.
Liaises and cooperates with the Business Processes BU to establish and maintain a QMS.
Liaises with the CRM Specialist for the proper configuration of existing CMS and CRM Systems; and is actively involved on the development, implementation, and maintenance of business improvement processes.
Regularly advises the Director of Business Development and other key stakeholders on Gaming related issues, products, and services.

Customer Service

Ongoing liaison with the Loyalty Services, Cage, Table Games, Slots, Hotel, F & B, Transportation, and other Business Units with the objective of achieving high-level operational standards to deliver an excellent Customer Service experience.
Leads and oversees the VIP and Executive Services team to adopt a customer service excellence approach. Liaises with other Departmental Team Leaders and ensures that a high level of service and co-ordination is achieved for maximum results.
Establish a QMS approach in cooperation with the Business Processes BU for continuous improvement in customer service deliverables.
Develops key metrics and oversees the training effort and performance measurement methodologies.

Player, Programs, and Partners

Maintains a strong understanding of VVIP patron and Junket Player requirements. Updates the team with latest or near future events, programs, and outside/competitor offerings.
Liaises with partners and third-party collaborators ensuring that their customers receive excellent service.
Liaises with Finance and Revenue Audit ensuring timely and accurate settlements and reporting.
Leads the back-office reservation and support team to ensure back-office operations optimization.
Coordinates the front-line teams ensuring objectives and targets are being met.

Outbound Sales

Leads an outbound sales effort in coordination with other company properties.
Liaises with Casino Marketing & Analytics, Hotel Sales and Revenue Management to develop the ongoing sales target schedule.
Monitors performance of sales targets and propose corrective actions accordingly.

HR - Training

Leads the staffing effort related to the VIP and Executive Services department: selection, hiring, performance evaluation, training programs, annual leave scheduling and roaster approval; liaises with the HR Department to ensure the staffing levels and skills are in line with the company strategy.
Leading and contributing on developing VIP Services training material and carrying out the respective training sessions with his/her employees.

Regulation and Compliance

Leads the development of policies, SOPs, workflows, as per Company standards and guidelines.
Contributes on the development of VIP Programs and ensures compliance within the team.
Liaises with all compliance units, (Marketing, Regulatory, Legal, AML, Responsible Gaming etc) to ensure that the Business Development Department is aligned with the respective internal policies and procedures and relevant regulatory requirements.

Other Tasks

Assists the Business Unit to achieve budgeting forecasts and EBITDA results.
Assist the Director of Business Development in developing and implementing marketing initiatives and strategy to increase the SEG market share, revenue, sales, and profit from VIP Patrons.
Assist the Director of Business Development and liaises with the marketing teams ensuring that all events and function are utilised to achieve the maximum benefit and appeal for each property.
Resolves guest complaints within legal and compliance scope of reporting and documentation.
Assists Management with the preparation of various reports, performance reviews and staff appraisals as required.
Ready to receive other tasks according to company and department needs.

Key Performance Indicators

As per QMS and Customer Service Quality and Satisfaction metrics established by the company.
As per yearly objectives and targets set on performance evaluation.
Overall Business Development Sales target achieved.
Outbound Sales Target achieved.

Qualifications

Education

Bachelor’s Degree in Marketing, Business Administration, or any other related field.

Experience

Minimum 5 years’ experience in management within the casino industry or previous International and/or domestic casino marketing experience desirable services.
Experience in customer relationship and/or corporate account management.

Skills

Personal Competencies

Displays a high level of integrity and commitment to customer service.
Works well as an individual and equally effective when working in a team.
Highly motivated, energetic, and creative.
Possess a positive flair and vibes, confident and charismatic.
Strong team player who motivates others to work effectively within the team.
Ability to develop relationships and communicate effectively across all levels of the organization.
Prepared to adopt and implement new approaches and practices to meet changing circumstances.

(Position Filled) Senior Manager, VIP & Executive Services - Cyprus - salary negotiable