In this month’s edition of ‘ask the iGaming Insider’, we speak to Full Tilt’s VIP Program Loyalty Manager, Oliver Bartlett.
Oliver shares his experience of working in VIP Management and offers a valuable insight into his progression within the iGaming industry.
Q: How did you get into the industry?
A: I began my career as a waiter in a Mayfair casino when I was 18. I felt instantly at home within the fast-paced gaming world and loved every minute of my time serving drinks to Mayfair’s elite! After eleven months I was transferred to what was at the time the largest casino in London, as their Events and Marketing Co-ordinator, which is where my professional career really began.
Q: What attracted you to working as a VIP Manager?
A: Every job I’ve ever had has involved customer service of some kind, and it’s something that comes really naturally to me. It’s incredibly satisfying for me to know that a customer feels they have had fantastic service. I got a taste for looking after VIPs whilst working in Mayfair and decided then that I’d pursue a career in VIP Management. It’s not as glamorous a job as the title suggests, though it does have its perks, and I’d encourage anyone with a passion for service to get involved!
Q: What makes a good VIP Manager?
A: A true understanding of gambling is vital as it means you have the ability to empathise with your VIP players, and that’s priceless. It goes without saying that customer service and inter-personal skills should be exemplary. A good memory or a massive notepad is recommended, so you don’t forget things like your Client’s wife’s birthday and the fact that she loves pink roses! Of course, remembering details like this will win you huge brownie points with the client in question. However the confidence to say ‘no’ is perhaps the biggest quality I look for in a good VIP Manager, VIP players can be quite a handful!
Q: How has your previous experience working in Events and Marketing helped you get to the position you are in now?
A: I worked as an Events and Marketing co-ordinator for over three years, and the job was incredibly varied. It gave me a really great working knowledge of how to devise, plan, and run promotional campaigns, how to create and host events, and most importantly how to juggle a hundred things at once! All of this went in my favour when applying for this role and previous VIP Manager jobs I have held.
Q: What do you enjoy about the iGaming industry?
A: The pace of the industry is relentless, and that really excites me. Someone is always creating something new and innovative. Making sure the company that I work for is always at the crest of that wave is a constant driving force which always gets me into the office on time at 9am…ish.