VIP Ambassador

Job Reference Number: SI-1236

Department: VIP Gaming

Business Unit: Gaming

Job Type: Permanent

Positions Available: 2

Salary: Market Related

Overview

Time Square is seeking a professional, customer-focused, and service-driven VIP Ambassador to deliver exceptional personalized experiences to our valued VIP guests. The successful candidate will be responsible for building strong guest relationships, addressing enquiries and requests, maintaining high service standards, and promoting guest satisfaction.

Job Description

Job Purpose

The VIP Ambassador serves as the frontline customer contact to coordinate day-to-day customer experiences in the Prive and Sun Lounge areas, providing exceptional service to guests in accordance with company VIP standards and gaming regulations.

Key Performance Areas

• Working Conditions and Special Requirements:
  • Ability to work shifts that meet operational requirements.
  • Physically able to work and stand for long periods of time.

Job Scope and Responsibilities

• Prepared Prive Lounge:
  • Check Prive lounge and reception area to ensure standards are met.
  • Check operating equipment prior to start of shift to ensure all is functioning.
  • Check cleanliness of own section, machines, and/or station.
  • Communicate and follow-up on the correction of any equipment faults or defects.
  • Ensure RGP / MVG / FICA information is displayed.
  • Assist with the coordination and preparation of the lounges for VIP events and promotions.
  • Liaise with VIP Management and Personal Hosts regarding in-house VIPs and their requirements.
• Customer Engagement:
  • Conduct meet and greet processes for customers on arrival and departures from the Hotel, Prive, and Sun Lounge areas.
  • Identify VIP clients by name on arrival.
  • Interact with guests and provide professional service standards and solutions.
  • Answer queries relating to game information, various bet types, promotions, events, and products.
  • Act as a host in the Prive, Sun Lounge, or Private gaming areas while customers are engaged in play.
  • Establish customer needs and action accordingly.
  • Handle complaints, disputes, and suggestions, escalating when required.
  • Coordinate and arrange customer excursions, activities, and requirements in line with their requests.
  • Process day-to-day complimentary vouchers for guests in the Prive and Sun Lounge areas.
  • Process points redemption for guests in the Prive and Sun Lounge areas.
  • Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries.
  • Provide a customer experience in the Prive and Sun Lounge areas that supports brand loyalty, ensuring SI as the brand of choice for VIPs.
  • Serve as the liaison between VIP Personal Host and VIP customers daily.
  • Prepare VIP shift reports on VIPs, encountered issues, requirements, and distribute to relevant departments.
  • Perform VIP administrative functions as required.
  • Be present on the floor during VIP functions.

Know How

• Knowledge requires practical application of work procedures and processes.
• Planning generally occurs on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, coordinates, and interacts with others in the value chain to ensure VIP customers receive exceptional experiences.
• Manages time and resources effectively to meet objectives.

Problem Solving

• Interprets customer requirements in terms of available services and applicable constraints.
• Takes initiative in decision-making within well-defined procedures.
• Considers all facts, options, and possible outcomes prior to making decisions.
• Works independently and focuses on resolving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows established policies and procedures, operating in line with rules, regulations, system parameters, and internal controls.
• Interprets customer requirements concerning services available and facilitates operational processes for VIP customers.
• Refers problems outside parameters to the team leader/manager for resolution.

Job Requirements

Education

• Grade 12

Experience

• Previous experience in a customer-facing role.
• Experience in the gaming environment is an advantage.

Core, Personal and Technical Competencies

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling Conflict
• Checking
• Following Instructions
• Emotional Resilience
• Honesty in the Handling of Cash
• Presentable
• Relationship Building
• English Verbal Communication Skills
• Numerical Skills (calculations of large numbers)
• Compliance Procedures and Regulations
• Responsible Gambling Principles
• Proficient Computer Skills (MS Office)
• EGS Knowledge is an Advantage

Equity

Sun International is committed to employment equity and encourages applications from suitably qualified candidates. Only shortlisted candidates will be contacted. If you have not heard from us within 14 days of the closing date, please consider your application unsuccessful.

How to Apply

Applications close on 20 October 2026. Apply before the closing date to avoid missing this opportunity.