High Value Customer Manager

Job Description

Do you have a passion for customer service excellence and proven experience delivering a first-class service to high value customers or VIPs, ideally in the hospitality or casino industry?

Are you enthusiastic, motivated by results, able to drive performance improvement, and would therefore like to be rewarded for your success with the potential to earn a monthly bonus?

If yes - you'll want to read on...

We are looking for an outstanding High Value Customer Manager to join our team at the beautiful Grosvenor Barracuda Casino in London to manage the performance of the casino host relationship team; growing new and repeat revenue by providing an exemplary service to our loyal and higher value guests.

• Deliver a fantastic bespoke gaming experience to each of your high value customers.
• Build relationships with your high value customers, understand playing styles and preferences.
• Recording the relevant due diligence information and ensuring the casino team understand individual customer needs.
• Co-ordinate & manage high value customer retention programmes, including hospitality, gifting, player incentives and Company reward programmes, seeking and responding to feedback and liaising with the Reward team.
• Grow the casinos high value members by identifying and developing new customers through networking, relationship building and customer referrals.
• Actively reduce the rate of attrition through knowing your customers and spotting signs they are at risk of lapsing, implementing strategies to retain them.
• Plan and implement promotions/events, ensuring that all Team Members and customers are fully aware.
• Grow on-line customer engagement and help to exceed club/region online acquisition targets.
• Ensure you promote compliance with all regulation, particularly the Gaming Commission licensing requirements, and that you are a champion for safer gambling.
• Encourage and support greater awareness and vigilance from the team in spotting and dealing with suspicious transactions and problem gambling.

Qualifications

• Indian language speaker required to meet the needs of our customer base
• Experience working in hospitality industry and be able to deliver a 'best in class' service to our High Value Players.
• Ability to analyse data and complete reports around High Value Player activity.
• Proven relationship building skills and ability to do this with high value customers.
• Good communicator, able to guide and support members of the casino team.
• We are a 24/7 operation so you will need flexibility to work at peak times as required by the business, this role will mainly be working nights (6pm - 2am, 7pm - 3am, 8pm - 4am)
• The job is full-time working 40hrs a week, with a salary of £50,000 + tips of up to £600 per month (must be licenced to receive tips)

Additional Information]]>