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.
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