VIP Services Host in Panaji, भारत

VIP Host

Purpose of the Role

To build and maintain strong relationships with high-value/VIP guests, driving repeat visitation and loyalty through personalized service, proactive engagement, and seamless coordination of their gaming and hospitality experience.

Key Responsibilities

• Develop and maintain a personal portfolio of VIP/high-value guests, building long-term relationships and trust.
• Proactively engage with assigned guests before, during, and after their visit — via calls, messages, and in-person interaction.
• Welcome and personally host VIP guests on property, ensuring a seamless and premium experience throughout their stay.
• Understand and maintain detailed guest profiles — preferences, play patterns, special occasions, and requirements.
• Coordinate with Front Office, F&B, Housekeeping, Transport, Gaming, and Cash Desk to arrange guest requirements (rooms, dining, transport, comps).
• Extend and manage complimentary offers, credit lines, and loyalty benefits within approved authority limits.
• Monitor guest play activity and satisfaction, addressing concerns proactively and ensuring service recovery when needed.
• Organize and host special events, invitations, and promotions to drive repeat visits from VIP guests.
• Coordinate with Marketing/CRM teams on guest segmentation, offers, and campaign execution.
• Maintain accurate and updated guest records, visit history, and interaction notes in the CRM system.
• Ensure compliance with responsible gaming, AML, and confidentiality guidelines while handling guest information.
• Uphold the highest standards of discretion, professionalism, and grooming at all times.

Eligibility / Qualifications

• Minimum Graduate; hospitality/gaming/luxury service background preferred.
• 2–4 years of experience in guest relations, VIP services, or casino gaming preferred.
• Age as per applicable state gaming regulations (typically 21+ years).
• Excellent English/Hindi communication skills; additional languages a strong advantage.
• Strong network-building, relationship management, and negotiation skills.
• Proficiency in CRM/guest management systems and MS Office.
• Willingness to travel locally/regionally for guest relationship building as required.

Skills to be Developed / Applied

• VIP relationship management and guest retention strategies
• Guest profiling, segmentation, and personalized offer management
• Cross-departmental coordination for premium guest experiences
• Event hosting and promotional campaign execution
• Confidentiality, compliance, and responsible gaming adherence

Working Conditions

• Rotational shifts (including nights, weekends, and holidays), as casino operations are 24x7; flexibility for guest-driven schedules.
• Active, guest-facing role involving extensive direct interaction, floor presence, and occasional travel.
• Work in a high-security, camera-monitored environment.