VIP Host (Service Executives) - London

1. JOB TITLE       VIP Services Executive
2. REPORTS TO  VIP Business Director

JOB OVERVIEW

The VIP Services Executive maintains relationships with established (high-worth) players and assists with educating both internal and external customers on gaming requirements.

Additional responsibilities include administrative duties, and organisation of bespoke VIP activities, personalised events and frequent customer contact.

May provide interpretation services, where required, to our qualified Arabic-speaking customers, to improve understanding of casino offerings and to deliver an outstanding experience each time they visit.

To work shift work as required by the club’s operational needs.  Although it is the Clubs intention to provide a weekly scheduled rota, the rota may be amended on short notice due to operational requirements. It is required to devote such time to your work as is necessary for the proper performance of the duties hereunder to the satisfaction of the Board.

Key Responsibilities and Duties

KEY RESPONSIBILITIES AND DUTIES

• Acts as primary liaison for customers and may be required to be an interpreter for Arabic-speaking customers, as directed by the Marketing Team.
• Coordinates and facilitates bespoke VIP activities and events, including parties and corporate box hosting at the request of the Marketing Team.
• Maintains intimate knowledge of hotels, bars, clubs, golf courses and other appropriate retailers that may be sources of new affluent, VIP gaming customers.
• Executes short and long-range marketing plans based on strategies and goals to increase Les Ambassadeurs’ share of gaming wallet from high-worth gaming segments.
• Keeps informed of competitive Casino Marketing efforts from both within the London market and abroad.
• Strives to improve and simplify the VIP experience, through the continuous assessment of policies and procedures, work processes and programme effectiveness/value.
• Other duties as may be assigned by the Line Manager and approved by the CEO.

Note: In addition to the duties and responsibilities listed, the job holder is required to perform such other duties as may be assigned by management from time to time.

COMPLIANCE RESPONSIBILITIES

To assist in the overall compliance of the Company through compliance with the Gambling Act, LCCP, Gambling Commission Guidelines and the Policies and Procedures of the Company. To ensure that Les Ambassadeurs Club Limited is compliant with the 3 Licensing Objectives of the GA 2005:

• Preventing Gambling from being a source of crime or disorder, being associated with crime or disorder or being used to support crime
• Ensuring gambling is conducted in a fair and open way, and
• Protecting children and other vulnerable persons from being harmed or exploited by gambling.

• Take all reasonable steps to ensure that you do not place the holder of the operating licence in breach of their licence conditions. You ae also required to 
• maintain technical competence in respect of your role
• organise and control your affairs responsibly and effectively
• act with due care, skill and diligence
• have due regard to the interests of customers and treat them fairly
• have due regard to the information needs of customers and communicate with them in a way that is clear, not misleading
• manage conflicts of interest fairly

Job Analysis Information

JOB EVALUATION FACTOR PLAN & FACTOR DEGREE LEVEL DESCRIPTIONS

FACTOR 1: Professional and Technical Expertise

Whilst no formal qualifications are required, the job holder must be an educated and worldly marketing and business development professional with demonstrable experience in the acquisition of top level business accounts and the servicing of these by forming long term relationships.

High-end hospitality experience would be advantageous.

Ideally, the job holder will have an intimate knowledge of Arabic culture, be always looking for connections and introductions into the Arab network in London and other European capitals, and be seen as the go-to person for top end Arabic leisure and recreational assistance, trusted by the Arabic community in London and in the home countries.

FACTOR 2: MENTAL AGILITY AND CONCENTRATION

Personal relations with potential Arabic community members and existing Arabic members must be optimized to create and generate new high value business for the Club.

This requires sustained relationship-building and long-term focus on bringing valuable business into the Club against stiff opposition. Considerable concentration on meeting the broader social needs and aspirations of Arabic members is required, with the need to move quickly and effortlessly between individual members, their families and their requests whilst appearing to give each one their close and undivided attention.

FACTOR 3: DECISION-MAKING AND PROBLEM-SOLVING

The job holder will work closely with the Line Manager to decide the services which can be provided to important customers.

The job holder will also constantly be creating new events and opportunities to create a rapport with the target audience and will design the most appropriate programmes to fit the time of year and the individual needs of members and their families.

FACTOR 4: BUSINESS IMPACT

Keeping close to the Club's very important members is extremely important in both the immediate and long terms. Competition for their loyalty is intense and every method of keeping them engaged with the Club needs to be explored and implemented as long as the cost is perceived to be worth the investment.

The job holder is not only at the heart of designing and creating appropriate events but also will offer translation services and other assistance so that they make themselves very useful if not essential to the social fabric of the Club's members and their families.

FACTOR 5: COMMUNICATION, NEGOTIATION AND PERSUASION

The job holder needs to sensitively develop relationships and show potential clients that the Club cares about having their business. Persuasive and negotiating skills need to be of a very high level, bringing about the required end results without been targeted or people being aware that they have been targeted and pursued.

Communication skills and the sensitive understanding of Arabic cultural nuances are the key differentiator when the job holder needs to court and convert sophisticated potential clients; perseverance is a useful trait but also some relationships can be ruined by inept initial approaches.

The job holder will demonstrate good team work and internal relationship building within the Club.

FACTOR 6: LEADERSHIP/PEOPLE MANAGEMENT

There is no leadership aspect to this role.

FACTOR 7: ASSET RESPONSIBILITY

Potential major new clients are assets in waiting and existing members are real assets which need to be maintained and never taken for granted. The job holder must find ways to service these assets and keep the relationship with the Club fresh and trusting.

The Club relies on the job holder to be, and manage, the main focus of relationships with customers. The job holder is the critical link between success and failure and will use all of the Club's facilities and initiatives to protect these assets and to ensure that they in turn actively promote the Club as the ultimate London destination.

FACTOR 8: CUSTOMER EMPATHY & MARKETING

The highest levels of customer empathy are required - this job is all about getting close to potential and actual clients, and nurturing these relationships relentlessly over an extended period of time. The job holder will need to have extended patience and tenacity and always show clients that they are important, even if they have not yet committed to the Club.