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

Key Outputs:

Hospitality & Guest Experience Leadership 

• Champion a guest-first hospitality culture across all operational areas.
• Ensure consistent delivery of high-quality service standards aligned with brand and luxury expectations.
• Monitor guest feedback, service metrics, and complaints; implement corrective actions and service enhancements.
• Drive cross-functional collaboration to ensure a cohesive, frictionless guest journey across all touchpoints.

Food & Beverage Operations 

• Oversee all F&B outlets including restaurants, bars, lounges, banqueting, and events.
• Ensure food quality, service excellence, hygiene standards, and cost controls are consistently maintained.
• Collaborate with Executive Chefs and F&B Managers to optimize menus, staffing, and guest satisfaction.
• Ensure compliance with liquor licensing, food safety legislation, and internal brand standards.
• Optimise product and people for superior returns

Hotel Operations

• Provide operational oversight of hotel front office, housekeeping, concierge, and guest services.
• Ensure optimal occupancy, room quality standards, turnaround times, and guest satisfaction scores.
• Drive service recovery processes and VIP guest handling protocols.
• Coordinate hotel operations with casino, F&B, and entertainment offerings.
• Optimise product and people for superior returns

Tenants & Concession Management 

• Manage relationships with retail, restaurant, and entertainment tenants.
• Ensure tenants comply with operational, brand, safety, and service standards.
• Coordinate trading hours, promotions, maintenance, and tenant performance reporting.
• Act as the primary escalation point for tenant-related operational matters.
• Manage commercials and recovery

Arena & Entertainment Operations 

• Maintain regular communication (e.g. communicates product performance) with business areas and SHE Committees within the business operations to gather relevant data and information
• SHE objectives, standards, procedures and initiatives are communicated to internal stakeholders
• Feedback any issues of non-conformance to management
• Be the contact for SHE auditors for SHE audits within specific business operations

Service Providers & Contractors 

• Manage third-party service providers including cleaning, technical support, landscaping, and logistics.
• Ensure service level agreements (SLAs) are met or exceeded.
• Conduct performance reviews and implement corrective actions where required.
• Ensure all contractors adhere to safety, regulatory, and operational standards.

Maintenance & Facilities

• Oversee the maintenance of all guest-facing and operational facilities.
• Ensure preventative maintenance programs are effective and minimize downtime.
• Prioritize asset integrity, aesthetics, and compliance with gaming and hospitality standards.
• Collaborate with engineering teams to deliver timely and cost-effective maintenance solutions.
• Maintain compliance in respect of legislative, regulatory and license requirements. 

Safety, Health & Environment (SHE)

• Ensure full compliance with SHE legislation, gaming board requirements, and company policies.
• Promote a strong safety culture across all departments and service providers.
• Oversee risk assessments, incident management, audits, and corrective action plans.
• Ensure emergency preparedness, evacuation procedures, and compliance training are in place.

Financial & Commercial Management

• Manage departmental budgets, cost controls, and operational efficiencies.
• Analyze performance metrics, revenue trends, and productivity indicators.
• Contribute to business planning, capital expenditure, and continuous improvement initiatives.
• Support revenue growth through service innovation and guest experience enhancements.

Leadership & People Management

• Lead, coach, and develop operational managers, direct reports and supervisors.
• Build a high-performance, guest-centric culture driven by accountability and engagement.
• Ensure workforce planning, training, and succession plans are aligned with operational needs.
• Drive compliance with HR policies, labour laws, and disciplinary procedures.
• Support unit Exco team operationally and strategically

Digitalisation, Technology & Innovation

• Drive adoption of fit for purpose hospitality and facility management systems.
• Identify opportunities for automation, data driven decision making, and digital guest engagement.
• Sponsor innovation initiatives that improve efficiency, experience, or cost effectiveness.
• Ensure technology investments deliver measurable customer and operational value.

Financial Discipline & Strategic Investment

• Own operational budgets and cost controls across hospitality verticals.
• Balance short term efficiency with long term brand and asset investment.
• Evaluate capital expenditure proposals with a focus on ROI, guest value, and sustainability.
• Support revenue growth through disciplined product innovation and pricing strategy.

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) 

Skills and Knowledge

• Strong hospitality leadership and guest experience focus
• Proven operational management within casino or luxury hospitality environments
• Excellent stakeholder and tenant relationship management
• Sound financial, budgeting, and analytical skills
• Strong understanding of SHE and regulatory compliance
• Ability to lead cross-functional teams in a 24/7 operational environment
• Exceptional communication, problem-solving, and decision-making skills