Operations Duty Manager at Sun International

Job description

Main Purpose of the Job

Manages and monitors the front of house operations in allocated areas, ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer service provided within the designated areas / departments are professionally executed.

Education

• Matric / Grade 12 (or equivalent) with fluency in English
• 3-Year Hotel School Diploma or equivalent
• Supervisory qualification (preferred)

Experience

• Minimum of 5 years’ experience with 3 years management experience in the hospitality industry
• Previous experience in duty management is an advantage
• Meets the requirements of a key gaming license
• Must be able to work shifts in line with operational requirements (including weekends and public holidays)

Key Performance Areas

• Operations Management
• Supervises staff appearance and front of house appearance/ functioning of equipment and systems
• Identifies, investigates and resolves guest requests / issues / complaints
• Supervise the arrival of VIP guests (where relevant)
• Maintain Operational standards across the property (e.g. housekeeping, maintenance, etc)
• Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution
• Ensure the collateral in public areas is professionally presented
• Carry out activities required for smooth functioning of guest relations across the operation.
• Act as a Manager on Duty for all guest queries / concerns
• Complete shift reports
• Retail Product Offering
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.
• Monitor customer service feedback with regards quality and service across the operation
• Measure success and return on investment of products and services and identify issues and challenges when not achieved
• Compliance Management
• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all front of house and back of house areas to monitor compliance
• Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with Group standards
• Maintains records on licencing entitlements and compliance management
• Monitor audit results for service providers and retail tenants
• Customer Experience Management
• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Stakeholder Relationship Management
• Communicates with service providers and retail tenants with regards to business objectives and operational service standards, to ensure synergy in execution
• Provides relevant guidance and support to operational teams and stakeholders
• Informs department / staff of information required to perform the duties and relevant operation effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, and the retail and recreational operation

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.