Head of VIP Services
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- Trois-Rivieres, QC
- Permanent
- Temps-plein
- Lead, manage, and oversee all VIP hosts and hostesses, with clear expectations around player development, revenue generation, and measurable performance.
- Ensure VIP hosts operate as proactive sellers and relationship managers, not glorified customer service agents, with accountability for player worth, trip frequency, and theoretical win.
- Set individual and team-level KPIs for VIP hosts, including acquisition, reactivation, retention, and revenue contribution.
- Coach, train, and mentor hosts on sales techniques, player psychology, and high-value relationship management.
- Personally manage key VIP accounts when required and support hosts in closing high-value trips and play.
- Oversee VIP comp strategy and discretionary spend to ensure profitability and disciplined reinvestment.
- Track and analyse VIP performance data, including theo, ADT, trip value, and ROI, and take corrective action when needed.
- Work closely with marketing, casino operations, hotel, F&B, security, and compliance to deliver premium VIP experiences.
- Plan and execute VIP events, hosted trips, and targeted promotions designed to drive incremental play.
- Ensure all VIP activity complies with gaming regulations, internal controls, and responsible gaming requirements.
- Report regularly to senior leadership on host performance, VIP trends, risks, and growth opportunities.
- Minimum 5-7 years of experience in VIP hosting or player development within a land-based casino.
- Proven experience managing VIP hosts and hostesses with direct revenue responsibility.
- Track record of driving VIP growth through active sales, relationship management, and team leadership.
- Strong working knowledge of comps, reinvestment strategy, and theoretical win models.
- Experience with CRM systems and player tracking tools used in casino environments.