Gaming Operations & VIP Experience Manager - JHB

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

An award-winning hospitality and entertainment company which operates properties located across South Africa and Botswana, is seeking a highly experienced and commercially driven Gaming Operations & VIP Experience Manager to lead and optimise their gaming operations across Slots, Table Games, and VIP Services. This is a senior leadership role responsible for driving gaming revenue performance, operational excellence, and premium guest engagement. The successful candidate will oversee the full gaming floor while ensuring a seamless, high-quality experience for both general and high-value players. You will play a pivotal role in shaping player experience strategies, strengthening VIP relationships, and delivering measurable business impact within a dynamic, fast-paced environment.

DUTIES:

• Lead and oversee end-to-end gaming operations, including Slots, Table Games, and VIP Services
• Drive gaming revenue growth and floor performance through strategic and operational initiatives
• Ensure the gaming floor operates with high service standards, efficiency, and operational integrity
• Oversee and enhance the VIP player experience, ensuring personalised and premium service delivery
• Develop and implement VIP acquisition, retention, and loyalty strategies aligned to business objectives
• Monitor and analyse gaming performance metrics, implementing improvements to optimise revenue and productivity
• Ensure full compliance with gaming regulations, licence conditions, and internal control standards
• Collaborate with Marketing, Hospitality, and Entertainment teams to enhance guest experience and increase visitation
• Lead, coach, and develop gaming leadership teams, fostering a high-performance culture
• Manage departmental budgets and ensure cost-effective operations
• Maintain and grow a robust database of premium players, ensuring accurate tracking and engagement
• Build and maintain strong relationships with high-value guests and key stakeholders

REQUIREMENTS:

• Minimum 8–10 years’ experience in casino operations, including exposure to VIP services and customer relationship management
• At least 10 years’ experience in a senior leadership role within a gaming or hospitality environment
• Strong understanding of casino operations, player value management, and loyalty programmes
• Proven ability to drive revenue growth, operational performance, and service excellence
• Experience engaging with high-net-worth individuals and premium clientele
• Strong leadership, communication, and stakeholder management skills
• Excellent organisational and analytical capabilities
• Ability to operate effectively in a fast-paced, high-pressure environment
• Willingness to work extended hours, including evenings, weekends and public holidays
• Comfortable working in a smoking environment
• Will be required to obtain a Gaming Licence

Qualifications

• Matric
• Bachelor’s Degree or Advanced Diploma in Hospitality Management, Business Management, or a related field.