High Value Customer Relations Manager

Job DescriptionDo 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 Grosvenor Rialto 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.QualificationsExperience working in the 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.The job is a full-time (40hrs) salaried position, with a salary of £44,800 and an OTE in the form of a monthly bonus payment.Closing date for applications is Monday 3rd June 2024Additional InformationCompetitive Salary: We value your contributions and offer a competitive salary that recognises your hard work and dedication.Fantastic Rewards Package: Beyond a competitive salary, our rewardpackage includes a range of benefits, bonuses, and perks to ensure your job is both fulfilling and rewarding.Induction for Success: Your success is our priority. We provide a comprehensive induction program, thoughtfully designed to familiarise you with our Grosvenor values and culture, ensuring you are well-prepared for your role.Learning and Development: You'll have the opportunity to learn and grow with the guidance of experienced industry professionals, using your unique flare and style to become a driving force of our team’s success.Exciting Project Work: Get involved in exciting project work that will allow you to make a meaningful impact on our business. Your fresh ideas and contributions will be valued.People-Focused Culture: Grosvenor is all about its people. Our supportive and nurturing work environment ensures you have the tools you need to thrive.High-Performing Culture: Join a team that embraces high performance. We set the bar high and help you reach your full potential.Emphasis on Growth: At Grosvenor, growth is not just a word; it's a commitment. We foster your individual and team growth to help you succeed and excel.Don't miss out on the opportunity to join a people-focused business, offering a high-performing culture where you and your team can work, win, and grow together.The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
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