Operations Manager at Sun International

Main Purpose of the Job:

• 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.

Skills and Knowledge:

• Conceptualising 
• Reviewing / evaluating (feasibility / compliance / alternatives) 
• Analysing and problem solving
• Controlling & directing resources
• Planning
• Developing relationships
• Decision-making
• Motivating others
• Evaluating / Developing
• Innovation & continuous Improvement
• Influencing
• Dealing with Customers
• People leadership         

Technical/ Proficient Competencies:

• Industry knowledge 
• Proficient computer skills 
• F&B Product knowledge
• Networking skills
• Banqueting & Conferencing
• Financial Acumen
• Rooms Division knowledge
• SLA & Contract management
• Labour legislation
• Coaching
• SHE legislative knowledge and execution
• Marketing knowledge
• Business Acumen   

Key Performance Areas:

• 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
• 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
• Research and expand 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 to ensure standards aligned with the “Sun” brand
• Initiate ideas and promotions to grow hospitality revenues
• Monitor pricing across the complex, and address anomalies
• Monitor productivities in areas of hospitality
• 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.

Job Requirements

Education, experience and competencies required:

• Matric / Grade 12
• 3-Year B-Degree (Business Management or hospitality Management)
• 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)