Duty Manager Operations (Eastern Cape) at Sun International

Job Purpose

• The Operations Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business  partners and concessionaires across the business unit operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards  and legislative requirements.

Key Performance Areas

Operations Management

• Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer’s journey from arrival at the front entrance, transport, switchboard, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
• Oversee the management of the crèche facility, ensuring the operation is secure and meets all regulatory requirements
• Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience
• Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience
• Compile plans and manage the execution of any new projects and offerings across the complex
• Facilitate and be available to ensure the overall smooth running of large events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems
• 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
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
• Complete shift report

Operational 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
• Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers
• Monitor products, service offerings and displays across the operation to ensure standards aligned with the “Sun” brand
• 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 SHE and standards compliance
• Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with Group standards
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
• Maintains records on licensing entitlements and compliance management
• Monitor audit results for service providers and retail tenants
• Monitor the storage of stock and operating equipment and processes
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

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
• Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc.)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
• Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.

Tenant & Service Provider Management

• Provide input to the selection of various suppliers and retail tenants across multiple areas (including, retail shops) including around product, quality and pricing
• Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
• Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements
• Monitor and manage the performance of tenants in line with contractual deliverables
• Communicate on a regular basis and maintain the relationships with tenants and service providers
• Provide support and advice to tenants and service providers on challenges to assist in building aneffective partnership for the benefit of Sun properties
• Assist with resolving obstacles that may need to be addressed to achieve results
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.

Stakeholder Relationship Management

• Provides relevant guidance and support to operational teams and stakeholders
• Maintain relationships with service providers and retail tenants currently in partnership with Sun
• 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
• Communicates any special guest requirements or events to other relevant operating departments
• 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

Job Complexity

Know How

• Requires specialized knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers
• Short term planning involves conducting the planning of activities to meet and optimize new business targets and growth in customer spending by working with others in the customer value chain.
• Organize, plan and priorities tasks for self and team to ensure that work gets done profitably and efficiently.
• Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements.
• Interact with customers and operational teams - influencing, motivating and encouraging specific behavior

Problem- Solving

• Apply business acumen and sound common sense to the overall management of operations and teams within defined standards.
• Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges.
• Consider all the facts, options and possible outcomes prior to making decisions.
• Analyse and diagnose product performance issues in order to maximize or leverage the strengths of the team in a competitive environment.
• Deal with diverse problems in own area, using judgment and discretion to resolve them.

Accountability

• Provide information and make recommendations regarding products and services that will meet customer needs.
• Suggest initiatives to increase penetration of customer base.
• Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations.
• Solutions should be profitable and ensure the correct customer behavior in terms of product usage.
• Optimize and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering.
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability.

Requirements
Education

• 3-Year Hotel School Diploma or equivalent

Experience

• Minimum of 5 years’ experience with 3 years management experience in the hospitality / retail industry
• Previous experience in duty management is an advantage

Skills and Knowledge

• Analytical skills
• Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Decision-making
• Planning
• Influencing & Advising skills
• Emotional resilience
• Customer centric
• Networking and relationship building
• Innovation & continuous Improvement
• Corporate & industry knowledge
• Quality Assurance
• Retail brands and offerings
• F&B Product knowledge & standards
• Labour & risk legislation
• English written and verbal communication skills
• Proficiency in MS Office Suite; Opera; Micros & Revenue Management System
• Business & Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment