Mina Russell-Bamber, Senior Executive Host
Meet, Mina, Senior Executive Host at SkyCity Adelaide. She tells us what her job working in our VIP Department is like, the challenges that come with it and more. When asked what she enjoys about working at SkyCity, she says “I have enjoyed and will always be grateful for the opportunities that have come my way over the years, which have given me the experience and personal growth that has shaped me to be confident and feel strong in my role today.”
Keep on reading below to find out more of Mina!
Current role and length of time in that role:
Senior Executive Host since 2014
Past roles and length of time in those roles (or original start date):
Cocktail Waitress – 1 year (1999) Gaming Machine Attendant – 1 year (2000) Dual Role Gaming Machine Attendant/VIP Host from 2002
What does your current role entail?
I currently manage the BLACK tier level of VIP members, which consists of the top 200 Electronic Gaming Machine players. This entails tracking their play pattern and behaviour, with a strong focus on targeted offers to different categories within the tier, such as lapsed or members decreasing in play or visitation. I also currently have five direct reports who look after the remainder of the VIP EGM Platinum and Gold tiers, so I am involved in overseeing and guiding the management of their assigned group of members.
My role is to continue to maintain the relationship with our current members, built rapport with our new and potential members, and to ensure that all feedback and issues are attended to and resolved daily. It is continually reviewing and providing positive customer experiences, whether it be through events and promotions or personalised offerings. The goal is always to set us apart from our competitors, and to encourage repeat visits and loyalty from all our customers, to achieve overall growth and targets for the business. Fortunately, it is not necessarily about the bells and whistles of what we offer our members that make us stand out, it can be as simple as listening and being compassionate and genuinely understanding of what situation they may be experiencing at the time, and generally, it is about providing a social environment for our members as opposed to just a gaming venue.
What does your current role entail?
Aside from working with a fantastic team in the VIP Department and across all other departments we work closely with, I enjoy the interactions with our members and welcome the challenges that arise, because there is that sense of achievement of being able to successfully turn a situation positively around.
However, I can say that I thrive on and thoroughly enjoy working on the events and the promotions. Being able to come up with themes and concepts for events and seeing it come to life in the room does bring a lot of joy. I have been lucky enough to have been given ownership with creating a number of the major promotions for VIP EGM, and to once again see members actually come in, and be interested and excited to participate with mechanics I have put together, I do feel proud of the work that I do. The icing on the cake is of course, when financial targets are met as a result of the promotion
What challenges do you face in your role? What do you think people should know before they apply for a job like this?
The biggest challenge is finding the right balance in providing what the customer wants versus what their level of play justifies. Quite often members feel that they deserve more return in benefits than they are entitled to, and the challenge is to explain why we are not able to provide that, without losing them as a customer. Conversations can be difficult, so you do have to find the right approach and tact each and every time, because one same message can be delivered in many different ways, depending on the customer.
A thick skin and the mentality to never take situations personally is a must in this role, along with empathy, adaptability and a mindset that does not simply see black and white solutions.
What qualifications do you have? Are they required for your role?
I have been lucky enough to have been given the opportunity to study for a ‘Diploma of Leadership and Management’ through the Adelaide Casino, with the course due to be completed in June this year.
Your career experience prior to SkyCity:
Almost none as I was studying Bachelor of Nursing at UniSA, before I was approached one day to work at a café in the city. I was there for 3 months, my only job experience prior to being hired at the Adelaide Casino.
What do you enjoy about working at SkyCity?
I have enjoyed and will always be grateful for the opportunities that have come my way over the years, which have given me the experience and personal growth that has shaped me to be confident and feel strong in my role today.
I love and I am genuinely passionate about my job, and the fact that we are only months away from the completion of the expansion, I am very excited and looking forward to many more opportunities the new casino brings to staff, and the whole new level of gaming and entertainment for our customers.
For job seekers considering joining SkyCity, is there anything you think they need to be aware of?
I would let them know that this is the right time to be getting their foot in the door. Working at SkyCity presents many opportunities, provided they have a good work ethic and find satisfaction in providing excellent customer experience.
Which of Skycity’s employee benefit(s) do you enjoy most?
I drink too much coffee, so I would say the staff discount at the restaurants! Although I think all the benefits are great, it is reassuring that SkyCity provides support to all staff through the Employee Assistance Program, which shows that aside from your meals and dry cleaning being taken care of, there is support for our mental state and overall wellbeing, if and when required.
Thank you for sharing your story Mina! If her story has inspired you to join our team at SkyCity Adelaide, then head to our Careers website to check out our current job opportunities.
