Operations Duty Manager at Sun International

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

Education

• 3-Year Hotel School Diploma or equivalent
• 3-Year Tertiary qualification in marketing is an advantage

Experience

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

Skills and Knowledge

Behavioural Competencies

• 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

Technical Competencies

• Corporate & industry knowledge
• Quality Assurance
• Retail brands and offerings
• F&B Product knowledge & standards
• Labour & risk legislation
• Marketing
• English written and verbal communication skills
• Proficiency in MS Office Suite 
• Business Acumen
• Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment

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, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
• 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 reports

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

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
• Conduct 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 F&B, 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 an effective 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