Vip Host

2 weeks ago

Toronto, Canada Pala Interactive Full time

Communicating with active, potential and inactive VIPs, the VIP Host will encourage increased
play through strategic VIP planning. This will be accomplished through a range of CRM and oneto-one marketing initiatives, ensuring that we are maximizing yield, minimizing churn and
generating increased VIP play.
exceptional experience across all brands and products. You will act as the primary point of
contact for our VIP customers and be responsible for building and maintaining strong
relationships with them.

**Responsibilities**
- Act as the first point of contact for all VIP customers, responding promptly and

professionally to their queries and concerns.
- Build and maintain strong relationships with VIP customers, ensuring that they feel

valued and appreciated.
- Collaborate with other departments, including but not limited to Marketing, Support,

Finance and Security, to ensure that VIP customers receive a seamless experience and

that their needs are met in a timely and efficient manner.
- Working with Marketing to deliver VIP programs across all brands and products,

including acquisition, conversion and retention.
- Communication with VIPs, and potential VIPs, to increase game play, loyalty and thus,

increased revenue.
- Working off of predefined weekly, monthly and quarterly goals.
- Communicate and report VIP player performance to senior management.
- Regular analytical analysis of competitors and the customer landscape to ensure the

competitiveness of the VIP program.
- Handle VIP customer complaints and escalate to relevant departments if necessary,

ensuring that customers are satisfied with the resolution.
- Planning and management of land based events, hospitality and VIP hosting.

**Requirements**:

- Proven experience in a similar role, preferably in the online gaming or entertainment

industry. Experience in land based or online gaming not mandatory but an asset.
- We are looking for a self starter with ability to self motivate and use initiative while

interacting with other departments and teams.
- High levels of interpersonal skills and ability to quickly build a rapport with customers.
- Must be able to work flexible hours as applicable.
- Experienced in telephone or chat both inbound and outbound - outbound sales or

customer service experience is preferable.
- Comprehensive understanding of VIP's, marketing, CRM and operations.
- Ability to accurately profile and segment VIP clients effectively.
- Confident, articulate and tenacious communication style, both on the phone or in

person, and in written format.
- Must be willing to complete regulatory licensing where necessary. This will involve due

diligence checks on personal background.
- Role will require flexible hours, along with weekends

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