Operations Manager: Retail & Amp; VOW (Sun City) at Sun International

Description

Job purpose

• The Operations Manager: Retail & VOW will be responsible for leading the planning, management, and governance of the end to end VOW operation, as well as the day to day retail business operations (including retail F&B outlets) across the resort, including the customer experience and relationships with tenants with the aim of ensuring these areas are well maintained and secure, and that synergy is achieved across the property in line with customer experience standards, budgets and legislative requirements with the ultimate objectives of driving footfall, increasing revenue and managing any areas of risk, in line with legislation, regulations and conditions of licence.
• (Retail areas on the property include the following outlets: SVC Pantry, Quench, Lefika, Brew Monkey, the Maze, all retailers across VOW, Sun Central, SCH, Palace, Cabanas, the Shebeen).
• The role will be responsible for the profitability of these operations, operational governance, and creating a product that ensures great experiences for all customers visiting the property, in line with Sun International standards, budgets, regulations and conditions of licence.
• This will be achieved through collaboration with Central Office and Business Unit leadership teams, leveraging partnerships with relevant stakeholders, managing relationships to ensure the acquisition and retention of business, optimizing the use of technology, and focusing on high levels of operational compliance in line with regulations.
• The role will also focus on building and enabling solid and engaged talent and management to support the sustainability of business operations and enable the business vision.

Key performance areas

Scope and limits of the job

• Understand the Business and Unit strategy and operationalise objectives, targets and deliverables for the VOW and all retail operating areas
• Build a customer value proposition for Retail F&B, Retail and VOW areas, providing a clear plan of the operational vision and objectives to be achieved. This is likely to involve collaborating closely with other senior managers across the business in order to support their Customer Experience strategy, evaluate areas of risk, and achieve operational targets
• Create synergy and alignment of the retail strategy across operations, communicate objectives, promotions and standards to the retail team, business partners and key stakeholders to ensure optimal implementation throughout the experience
• Build, negotiate and manage relationship agreements and partnerships with key suppliers, retailers, and sponsors to achieve business objectives and leverage new opportunities and joint initiatives
• Conduct regular walkabouts of VOW and retail operating areas (including front of house and back of house areas) and audit retail operations, highlighting areas of concern and collaborating with tenant and service provider management to find a solution for improved excellence in product and service standards
• Oversee the planning, management and delivery of all F&B retail operations, including product development, controls and customer experience
• Facilitate and oversee the quality management and planning of the aesthetic maintenance of VOW and all retail areas across the complex
• Pay close attention to the security of assets across the business; ensuring any areas of concern are addressed immediately
• Monitor market trends to understand consumer expectations and brand relevance including product, pricing and service provider offerings available in the market
• Deliver an effective and integrated operational system (processes, people, standards, management frameworks, practices and technology) to support the strategy and market expectations in allocated areas
• Operational management including projects, initiatives and planning to achieve business objectives
• Critically evaluate and monitor the quality of products, service offerings and displays throughout the complex to ensure standards are aligned with the “Sun” brand
• Keep up to date with customer feedback on relevant social media / guest feedback platforms for all retailers and manage remedial action where relevant
• Collaborate with marketing on initiatives including annual calendars, promotions and activations to drive excitement and vibe in areas of operation
• Drive a strong governance culture, ensuring compliance with labour legislation; regulatory standards and procedures around BBBEE, POPI, and the Consumer Protection Act
• Align and monitor practices with new legislative compliance around health, hygiene, safety and the environment; and implement sufficient control measures (including systems and processes) & checks to mitigate any risk to the business.
• Collaborate and act as an advisor and a point of contact for retailers with regards standards, procedures and product enhancement
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and across the complex, dealing and resolving any escalations
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in relevant areas
• Monitor productivities in operating areas
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for these business areas
• Reports and provides feedback to top management on business and consumer retail trends; recommendations of changes and improvements in the retail environment; service standards, financial implications and progress on return on investment
• Be available to deputise for General Manager in his / her absence
• Develop, coach and retain the unit’s high-performing hotel and operational talent
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives

Requirements

Qualifications

• 3-Year B-Degree (Business Management or hospitality Management)

Experience

• 10 years' experience in the hospitality industry including 4 years F&B management experience
• Experience in managing Business Partners and Service Level Agreements
• Knowledge and experience of the retail environment, promotions and retail management (incl contract management)
• Thorough understanding of legislation (SHE / LRA/ risk management)

Skills and knowledge

Core behavioural competencies

• Creating solutions (Deciding; Managing Complexity; Innovating
• Evaluating Information (Analyzing; Conceptualizing)
• Taking action (Initiating; Improving; Influencing; Taking Ownership; Delegating)
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships
• Relating (connecting, valuing diversity, interacting)
• Integrating (Collaborating; Managing conflict)
• Leading People
• Handling challenges (Maintaining focus; Responding with urgency)
• Managing Customer & Stakeholder relationships
• Maintaining Composure

Technical / proficiency competencies

• Business Planning & Reporting
• Revenue forecasting & analysis
• Labour & risk legislation
• Strategic insights into Marketing
• Networking skills
• Financial & Business acumen
• Retail brands and offerings
• Consumer Behaviour
• F&B product and operational management
• Industry knowledge
• Technological, BI & Digital Acumen
• SLA and contract management