Resort Night Manager (Sun City) at Sun International

Job Profile

• The Resort Night Manager will be responsible and accountable for overseeing the customer experience and resort product offerings delivered by internal employees, business partners and concessionaires across the hotel and public area operations during evening and late night hours, ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided across operations are professionally executed in line with Sun standards and legislative requirements.
• This will include the planning, management, delivery and governance of hospitality teams (including the hotel, tollgate, conference centre and transport teams) and processes; ensuring the seamless monitoring and management support for late night banqueting functions in line with clients requirements; the maintenance and security of the property (as well as the oversight and management of outsourced business partners during these hours) and the monitoring of shuttle services and transport flow between hotels.)
• This will be achieved through collaboration with Business Unit leadership teams across the Resort, leveraging partnerships with relevant stakeholders, managing relationships with guests, optimizing the use of technology and focusing on high levels of operational compliance and controls.
• 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 strategy to be achieved.

Key Performance Areas

Scope and limits of the job

• Monitor and provide management support across the resort during evening and night hour operations to ensure the seamless delivery across functional areas (including hotels, conference centre, transport, tollgate, and housekeeping of public area operations; as well as security; facilities management and maintenance). 
• Collaborate closely with the management teams across the business in order to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy.
• Drive the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer’s journey 
• Understand customer preferences; trends and leading practice within the industry and apply these principles to the business operating strategy, product offerings and experiences across business areas
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around POPI, and the Consumer Protection Act 
• 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 in these standards
• Identify any risks to the business and manage and monitor remedial actions 
• Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets including conducting meet-and-greet’s whenever required
• Monitor night shift briefings around the Resort and engage with the night duty managers on audits to ensure adherence to all the front desk SOP’s
• Facilitate and be available to ensure the overall smooth running of hotel promotions, etc. including transport, event set-ups, troubleshooting in various areas
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems
• Check staff exit points and ensure all security protocols are complied with
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally, liaising with management on duty to ensure there are no unresolved issues.
• Monitor evening and late-night event across the resort; engaging and conducting meet and greet’s with event's organizers or clients
• Monitor and enforce strict noise control adherence during events including conference dinner and birthday parties in venues that are in close proximity to hotels, i.e. Green House.
• Critically evaluate and monitor the quality of products, service offerings and displays across operations to ensure standards are aligned with the “Sun” brand
• Oversee the management and securing of operational inventory, distribution and storage of operating equipment
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers during night hours
• Deal with and resolve customer escalations and any special requests from customers
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas
• Provide inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives
• Oversee and monitor shift closing processes and Hotel night duty management handovers in line with SOP
• Complete daily shift reports and share with Exco every day.
• 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
• Provides relevant guidance and support to operational teams and stakeholders
• Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
• Informs department / staff of information required to perform the duties and relevant operation effectively 

Requirements

Qualifications

• Diploma in Hospitality Management 
• Degree in business management is an advantage

Experience

• 10-12 years' experience in the hospitality industry including 5 years at a management level:
• Experience in hotel room product and service standards
• Experience in leading and inspiring teams
• Experience in managing Business Partners and Service Level Agreements 
• Thorough understanding of legislation (SHE / LRA/ risk management) 
• 3Demonstrated analytical, commercial and effective decision-making ability to prioritize and communicate on key objectives and tactics necessary to achieve business goals

Skills and Knowledge

Core behavioral competencies 

• Decision-making skills
• Analyzing
• Influencing and Asserting
• Creating Solutions (Managing Complexity, Innovating)
• Managing Customer & Stakeholder relationships
• Integrating (connecting, relating, consulting, valuing diversity, interacting)
• Initiating action (Owning, Delegating, Providing direction)
• Maintaining Composure
• Leading People
• Controlling (Risk, Results & Relationships)

Technical / proficiency competencies

• Hotel and rooms operational management
• Night audit procedures
• Business Planning & Reporting
• Labour & risk legislation
• Networking skills
• Financial & Business acumen
• Industry knowledge
• Coaching
• SLA and contract management