VIP Services Manager | Kempton Park | Permanent

Lead the delivery of a premium, personalised experience for high-value casino guests. This is a strategic leadership role where service excellence meets commercial impact.

This position is responsible for managing and elevating the VIP Services function within a dynamic casino environment. You will drive customer acquisition, retention, and loyalty strategies while ensuring a seamless, discreet, and high-touch experience for premium players. Working cross-functionally with Gaming, Marketing, Hotel, and Food & Beverage teams, you will ensure an integrated and differentiated guest journey aligned to business objectives.

You will also oversee VIP performance metrics, manage budgets, and ensure compliance with regulatory and internal standards. This role requires strong leadership capability, commercial acumen, and the ability to build lasting relationships with high-net-worth individuals.

Our client is a well-established leader in the hospitality and gaming sector, known for delivering exceptional guest experiences and maintaining strong operational standards across its properties.

What You’ll Do

• Develop and execute VIP customer strategies focused on acquisition, retention, and revenue growth
• Build and maintain a robust database of premium players
• Enhance and evolve the VIP value proposition to remain competitive
• Lead and manage a team of hosts, including performance, scheduling, and player allocation
• Collaborate with internal departments to deliver a seamless guest experience
• Monitor VIP budgets, reinvestment, and return on investment
• Ensure compliance with gaming regulations and company policies
• Analyse and report on VIP performance metrics and trends
• Oversee VIP guest arrivals and ensure personalised service delivery

What You Bring

• Bachelor’s Degree or Advanced Diploma in Hospitality, Business, Marketing, or related field
• 6–8 years’ experience in casino operations, VIP services, or high-end customer relationship management
• 5–9 years’ leadership or management experience
• Strong understanding of casino operations and loyalty programmes
• Proven experience working with high-net-worth individuals
• Excellent interpersonal and communication skills
• Strong organisational and reporting capability
• Willingness to work shifts in a smoking environment

What Success Looks Like

• Increased VIP acquisition, retention, and revenue contribution
• Consistently high service standards for premium guests
• Strong cross-functional collaboration and execution
• Effective budget management with measurable ROI
• A highly engaged and well-managed VIP services team