Prive Manager - N/A11151
Code/Reference:
N/A11151
Applications accepted until:
2020-11-02
Number of Openings
1

Unit:

Time Square

Location:

Pretoria

Job Purpose

The Privé Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings within the Privé lounge areas, ensuring that internal (SOP) and external gaming standards and procedures are continuously achieved, customer disputes / queries are resolved and that the customer experience provided within the designated areas are professionally executed in line with Sun standards and legislative requirements. The role will also be responsible for the acquisition, and retention of VIP gaming and Privé customers through offering an exceptional hosting experience to guests.

Education

3-Year Business Diploma or equivalent

Experience:

  • Minimum of 5 years€™ experience with 3 years experience as a gaming floor manager
  • Previous experience in dealing with VIP gaming customers is essential

Skills and Knowledge

Must be able to work shifts in line with operational requirements (including weekends and public holidays)

Key Performance Areas:

  • Develop and implement the Customer Value Proposition and the customer experience, at important touchpoints in the VIP customer€™s journey across the Prive, including food and beverage, and gaming offerings
  • Oversee the management of the operation, ensuring the areas are secure and maintained and meets all regulatory requirements
  • Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience
  • Collaborate with marketing and VIP to develop and execute promotions and initiatives to enhance the customer experience in these facilities
  • Compile plans and manage the execution of any new projects and offerings in these areas
  • Facilitate and be available to ensure the overall smooth running of events, entertainment, promotions, etc. including set-ups, troubleshooting in various areas.
  • Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for the customer
  • Oversees staff appearance and front of house appearance/ functioning of equipment and systems
  • Maintain Operational standards across the VIP Prive areas (e.g. housekeeping, maintenance, etc.)
  • Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution
  • Ensure the collateral and responsible gambling information in public areas is professionally presented
  • Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
  • Complete shift report
  • Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
  • Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the prive environment and service level agreements with business partners
  • Monitor products, service offerings and displays across the Prive operations to ensure standards aligned with the €œSun€ brand
  • Monitor customer service feedback with regards quality and service across the operations
  • Measure success and return on investment of products and services and identify issues and challenges when not achieved
  • Oversee the prive operational standards and processes at a unit level €“ ensuring they are updated and communicated
  • Maintain facilities in accordance with group and unit standard operating procedures to ensure these areas and the grooming standards and behaviour of teams reflect the attributes of the brand
  • Align practices with new legislative compliance around health, hygiene, safety and the environment
  • Align practices with gaming regulations and requirements
  • Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
  • Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
  • Ensure all staff are trained and found competent against regulatory and VIP gaming / Prive company requirements
  • Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
  • Monitor that all security protocols have been adhered to
  • Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective in the Prive areas.
  • Monitor audit results for business partners in the Privé
  • Monitor the storage of stock and operating equipment and processes
  • Understand the VIP strategies and collaborate with Gaming and VIP management in developing VIP business/customer growth through acquisition and retention strategies and targets
  • Manage the end-to-end customer experience for all VIP and hosted gaming customers in the Prive
  • Initiate personalise offerings in line with customer preferences as recorded in CRM
  • Establish guest needs and implement action plans as per SOP €˜s and guest status
  • Provide input into campaigns and efforts with customer value accounts across acquisition, retention and growth segments.
  • Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
  • 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
  • Provides relevant guidance and support to operational teams and stakeholders in the Prive
  • Maintain relationships with relevant business partners currently in partnership with Sun
  • Informs department / staff of information required to perform the duties and operation effectively
  • Communicates department€™s objectives, standards and operating procedures to internal and external service providers as per SLA
  • Communicates any special guest requirements or events to other relevant operating departments
  • Promote a culture that maintains the confidentiality of customer€™s information in all gaming and CRM systems

 

 

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.