The Rank Group plc

Grosvenor VIP & Multi-Channel

VIP Executive

Job Description

Job Title

/ VIP Executive

Department

/ Grosvenor VIP & Multi-Channel

Location

/ Victoria/Field Based

Duration

/ Permanent

Hours

/ Full Time

Reports To/Line Manager

/ VIP Manager

Number of Direct Reports

/ None

Date Job Description created

How to apply

Closing date

The accountabilities outlined in this job description will be amended from time to time in order to reflect changes in business requirements.

Job Purpose

/ The VIP Executive role is the perfect opportunity for an enthusiastic driven candidate to work for the VIP Division of Grosvenor Casinos. The role will be to predominant assist the Senior VIP Manager in the retention, reactivation and acquisition of VIP players for the digital arm of Grosvenor Casinos
This role will have a focus on outbound telephony contact to high value clients.
Delivering value from our VIP customers is a critical strategic capability for delivering revenue across the business.

Main Accountabilities and Responsibilities

/
  • Managing and looking after high end clientele through email, phone, chats and account messaging
  • Delivering campaign activities to drive loyalty amongst high value VIP customer
  • Develop ongoing profitable VIP relationships through reactivation, retention and acquisition campaigns
  • Manage VIP player relationships on a daily basis
  • Daily contact with players including feedback and concerns resolved
  • Ensure that target and service levels are maintained and quality control procedures adhered to
  • Attend VIP events on a need be basis
  • Manage gifts and rewards for VIP’s on special occasions, birthdays and anniversaries
  • This position is working across multiple products, with a focus on casino and games
  • Daily and weekly reporting
  • To meet targets against productivity, quality and KPIs set by the team
The working hours will be flexible but predominantly 09:00am to 6:00pm.You will be required to work any extra hours to ensure the needs of the business are met. Weekend working may also be required.
Knowledge, Expertise and Qualifications
Personal Qualities /
  • Experience of managing and looking after high end clientele
  • Ability to effectively manage key VIP player relationships
  • Proven knowledge / experience of gaming
  • Knowledge of customer servicing and retention
  • Proficient in Microsoft Excel, Word and Outlook
  • Confident in hosting VIP events
  • ‘Going beyond the call of duty’ Customer service skills
  • A knowledge of casino /poker is preferred however not essential
  • Excellent communication and interpersonal skills
  • Excellent telephone manner
  • Excellent time management and organisational skills
  • Outgoing personality with a ‘can do’ attitude
  • Strong team player
  • Ability to come up with ideas/concepts and suggestions/improvements and follow these through to implementation.