Operations Manager at Sun International

Job Purpose

• Overall and direct responsibility and accountability for the strategic planning, management, delivery and governance of the day to day hospitality business unit functions, customer experience and business relationships with the aim of ensuring the property is well maintained and secure, and that synergy between functions across the property is achieved 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. 

Key Performance Areas

• Delivered Hospitality Business Plans
• Understand the Group strategies and Unit strategy and operationalise strategic objective, targets and deliverables for the business unit in areas of F&B, Conferencing, the Hotel, SHE, retail and maintenance
• Collaborate with GM and Group Retail Manager to build objectives and processes that will engage tenants and service providers in delivering retail and hospitality products and services in line with company standards
• Facilitate the programme management and achievement of milestones of deliverables in all hospitality areas
• Monitor market trends to understand consumer expectations and brand relevance including product, pricing and service provider offerings available in the market
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide input into present and future hospitality products and services by determining and evaluating current and future consumer hospitality trends and promotions for the complex.
• Develop a plan around the customer experience at important touchpoints in the customer’s journey from arrival at the front entrance, to the full hospitality interaction; food and beverage, retail and hotel experience throughout the complex.
• Communicate objectives and promotions to the team, business partners and key stakeholders to ensure optimal execution and synergy throughout the experience
• Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth ** 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
• Identify and investigate new opportunities to streamline, integrate and optimise processes and services for the property *Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

Operational Governance & Standards

• Oversee the development and updated standard operating procedures and processes are developed, communicated and audited on a regular basis (within areas of responsibility)
• Manage internal audit processes and conduct quality assurance to ensure procedural compliance
• Research new technologies and alternative methods of efficiency to improve and streamline processes and products.
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the business unit and grounds are aesthetically attractive and secure, and that there is compliance with various regulations and legislation
• Drive a SHE management culture and ensure all staff are trained.
• Work with internal stakeholders and business partners (maintenance, finance, HR, and security) to identify risk areas and address these making recommendations; changes and enhancements.

Hospitality Operational Management

• Reasearch and ecpand knowledge of local and international hospitality standards and products
• Critically evaluate product offerings across the various hospitality functional areas (including hotels, F&B, conferencing, etc.), and manage the improvement and innovation of products and offerings in line with leading practice
• Monitor quality of products, service offerings and displays throughout the complex tensure standards aligned with the “Sun” brand
• Measure success and return on investment of products and services and identify issues and challenges when not achieved
• Align customer experiences and standards across functional areas and create synergy of standards throughout the unit
• Oversee the management of operational inventory, distribution and storage of operating equipment and facility layout.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures
• Collaborate and act as an advisor to the operational and management team with regards standards; procedures and product enhancement
• Oversee the planning and integrated management of projects in specific functional areas and across the complex e.g. refurbishments
• 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 *Deal with and resolve escalations.

Budget Management

• Collaborate with Financial Manager and Functional Managers to consolidate and report on the Financial status of the hospitality operations within the business unit including:  
• Set and review budgets
• Revenue management
• Cost control
• Capex

PIP and forecasting

• Financial reporting on Revenue analysis, variances and revenue strategies for these areas *Initiate ideas and promotions to grow hospitality revenues * Monitor pricing across the complex, and address anomalies
• Monitor productivities in areas of hospitality
• Report on current and future business and revenues in areas of hospitality
• Conducts analyses and makes recommendations for optimisation of costs and introduce efficiencies without jeopardising services.
• Conduct analyses, to understand and control costs related to the management of tenants and business partner relationships
• Financial reporting on projects and initiatives

People Leadership

• Provides direction and support to all functional management and employees with regard to operationalizing strategic deliverables *Provides motivation and leadership to promote positive working relationships
• Track, measure and enhance employee engagement
• Drives a performance management culture
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management to build a solid talent pipeline
• Manage change processes and communication to ensure all employees and business partners are aligned on changes taking place across the business unit *Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job) *Source and Select talent as per EE plan
• Drive the employee value proposition
• Performance Manage and coaching of reporting managers to ensure KPA’s are achieved

Customer Experience Management

• Understand customer experiences; trends and leading practice within the industry and apply these principles to Business Unit strategy, product offerings and experiences within own business operation
• Analyse and understand customer preferences and activity within own business operation using Business Intelligence tools. *Collaborate with unit EOC to operationalise the Customer experience strategy and tools within the operation to build a CVP that is relevant, innovative and fresh. *Drives the execution and delivery of the customer experience strategy within the operation
• Keep up-to-date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor
• Manage response / communication / escalated issues to relevant guests *Identify key and critical customers within the business operation and maintains positive relationships with all clients, colleagues, gaming and sales networks
• Conduct meet-and-greet’s; and familiarization trips; and entertain whenever required

Stakeholder Relationship Management

• Communicates with service providers and retail tenants with regards to strategic objectives operational and service standards, to ensure synergy in execution
• Communicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the “floor”
• 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 of Sun Central, including F&B, VOW, and the retail and recreational operation
• Participate in the sourcing and negotiating of business partner and vendor contracts for the business unit
• Maintain regular communication with regards non-conformance; planned changes in procedures, standards; performance; etc.
• Manage interventions to optimise synergy, motivation and engagement of all parties
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.
• Communicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the “floor”
• Provide feedback to management on challenges, concerns and recommendations for remedial action as well as future business opportunities *Present reports, analyses and results to management as required
• Be available to deputise for General Manager in his / her absence *Work Conditions and Special Requirements *Ability to work shifts that meet operational requirements *Local Travel 

Job Requirements

Education

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

Experience

• 10 years experience in the hospitality industry including:
• 4 years senior management experience in F&B management or hotel management
• Strong understanding of rooms division management (Housekeeping / Front Office / Guest Relations)
• Experience in managing Business Partners and Service Level Agreements
• Knowledge of food & beverage services and standards
• Thorough understanding of legislation (SHE / LRA/ risk management)