Current Jobs at Sun International

Job Description

• In collaboration with the Executive Sous Chef, develop outlet objectives and deliverables in line with the culinary strategy
• Facilitate the communication and implementation of culinary deliverables for the outlet
• Provide clear delegation of authority and accountability for deliverables
• Manage and allocate people and operational resources
• Communicate plans relative to promotions and strategies to relevant staff and stakeholders within the unit
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Put in place staff scheduling and duty allocations to ensure coverage
• Handle shift briefings / handovers / shift reports
• Manage the preparation of mise-en-place
• Complete opening and closing checklists
• Interact and be present on the floor during service to ensure food quality and presentation in line with standards
• Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues experienced during service etc
• Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Monitor the cleanliness and hygiene of the kitchen before, during and after service
• Completes shift reports
• Produce a 10-day / 20-day and monthly food cost report
• Contributes to month-end financial reports for the outlet (Budget vs revenue, food cost, etc)
• Audit food safety standards to ensure outlet compliance with relevant legislation regulations
• Conduct maintenance and hygiene inspections in all areas of the kitchen* Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA

Behavioural Competencies

• Decision-making use of Initiative
• Learning - training; coaching; staying abreast of industry developments
• implementing and co-ordinating - organising people; non-people resources
• Numeracy & calculation skills

Technical Competencies

• Food costing
• Culinary Product Knowledge
• Kitchen Operational Management
• Labour legislation
• Enviromental and sustainability standards

Job Requirements

Qualifications

• 3-Year Culinary Diploma or equivalent or
• National Culinary Qualification at a Diploma level
• Membership with South African Chef's Association and other relevant culinary accreditation

Experience

• 5-6 years' experience and track record in a similarly graded hotel/restaurant environment of which at least 2 years must have been as a chef de partie
• Demonstrated ability to make use of intermediate computer skills

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Job Purpose

• Responsible for evaluating, preparing page layouts, formatting, customising, “PDF’ing”, delivery and back up of custom high-end graphics, bespoke design requests and creative artwork for the business unit, with the aim of ensuring final material is 100% technically correct and ready for print or publishing, in line with Company Corporate Identity standards.
• Artwork deliverables may include a range of bespoke covers, templates, logos, invites, newsletters, flyers, posters, brochures and art files.

Key Performance Areas

• Coordinate and manage the production of creative artwork from briefing to final delivery, ensuring all projects are completed accurately, on time, and in accordance with brand (CI) standards.
• Collaborate with designers, writers, and key stakeholders to customise and quality-assure artwork, prepare files for print and digital publication, manage version control and file organisation, and ensure adherence to deadlines, budgets, and service level agreements (SLAs).
• Maintain effective communication with the relevant stakeholders by providing regular progress updates, resolving queries promptly, and ensuring all administrative tasks and project close-outs are completed efficiently.

Job Requirements

Education

• Grade 12
• Diploma in graphic design, graphic arts, or graphic communications or equivalent
• Presentation of an artistic portfolio 

Experience

• 3 years’ experience in DTP
• Experience using Creative Suite (including Photoshop, Illustrator and InDesign)

Skills and Knowledge

• Proficiency in Adobe Creative Suite i.e. Photoshop, Illustrator and InDesign.

Technical specs, which would include the following:

• Size - Bleed, trim, type and image area, die traces & die lines.
• Colour - CMYK, RGB, black & white, spot colour, varnish, overprinting, knocking out, press compensation.
• Format - Jpeg, tiff, pdf, open files, etc.
• Resolution - Dpi and scale.
• Font - supplied or converted.
• Images and logo - format, size, resolution, colour.
• Extensive knowledge on retouching.
• An extensive knowledge of the Repro profession regarding both litho & digital processes
• Computer literacy – MS Office
• Proficient verbal and written communication skills
• Be able to organize visual elements.
• Conceptualising
• Deciding
• Collecting information
• Developing stakeholder relationships
• Advanced Checking / Attention to detail
• Emotional maturity
• Enthusiastic, organized, flexible with the ability to operate on a wide range of topics and projects at one time
• Team player but able to work independently

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Job Purpose

• The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers.
• The role needs to acquire, build and retain relationships with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations. 

Key Performance Areas

• Act as a host in gaming areas whilst the customer is engaged in play.
• Check product and service standards in Prive operating areas and ensure all necessary checks are performed.
• Co-ordinate transport for VIP customers as and when required.
• Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build relationships and secure business, as per SOP.
• Handle any complaints, disputes and suggestions and escalate when required.
• Co-ordinate and arrange for customer excursions, activities and requirements during their stay.
• Check hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences.
• Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay.
• Actively manage customer profiles in CRM.
• Leverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property.
• Obtain feedback from clients with regards their experience.
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice.  
• Be aware and identify market offerings on and off site to assist in entertaining customers.
• Host and entertain VIP gaming customers as required.
• Maintain the confidentiality of customer’s information in all gaming and CRM systems.
• Recognise customers on special occasions including birthday and other important dates.
• Delivered Customer Acquisition New & Reactivation Plans.
• Work within current business strategies and recognize potential opportunities for new business and customer acquisition.
• Attend gaming events with acquisition customers to raise awareness around the property’s brand and VIP program, as required.
• Acquire leads received via the Gaming system and respond to these leads.
• Leverage existing relationships with the potential to acquire and move clients to SI properties.
• Manage VIP customers using CRM in line with targets.

Delivered Customer Retention & Growth Plans.

• Facilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers.
• Develop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer.
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers.
• Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship.
• Manage specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth.
• Manage VIP customers using CRM in line with target.

VIP Administration & Reporting.

• Accurately update clients’ CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity.
• Complete all relevant data in a common departmental drive in relation to new and “hot” players.
• Log records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system.
• Record ROI’s and complete “Event input template” for all functions and VIP initiatives.
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues.

Stakeholder Relationship Management.

• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business.
• Update hotel operations timeously of any changes to billing requirements.
• Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships.
• Continuously engage with clients to establish and grow loyal relationships for SI.
• Coordinates the distribution of information to all relevant departments on the property.
• Attends gaming and VIP meetings and provide relevant feedback and information to management and the department.

Job Requirements

Education

• Grade 12.
• 3-Year Tertiary qualification in marketing is an advantage.

Experience

• Minimum of 5 years’ experience in guest relations within the gaming and hospitality environment.
• Previous supervisory and management experience is an advantage.
• Meet all requirements for a key gaming license.
• Required to work irregular hours in line with operational requirements.
• Linguistic skills in Mandarin / Cantonese an advantage **

Skills and Knowledge

• Deciding.
• Planning.
• Building & Developing relationships.
• Problem-solving.
• Influencing.
• Encouraging co-operation.
• Selling.
• Dealing with customers.
• Conflict handling skills.
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality.
• Technical/Proficiency competencies,
• Advanced Written and Verbal English communication skills.
• CRM systems.
• Proficient computer skills – MS Office.
• Negotiating skills.
• Networking skills.
• Telephone skills.
• Manipulation of system data.
• Knowledge of Sun International policies and standards.
• Knowledge of gaming industry.
• Legislation – including POPI, FICA requirements.

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Main Purpose of the Job

• The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering

Job Requirements

Duties and responsibilities include

Prepared Work Station

• Identify issues with regards to the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understand and communicate special requirements to the various role players
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and complex facilities, promotions and activities

Delivered Reception Services

• Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
• Interact with guests and complete procedures on guest’s check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.
• Take and pass on messages to guests
• Deal with special requests from guests (like booking theatre tickets or storing valuable items)
• Inform guests of the services and accommodation rates in the hotel
• Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
• Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
• Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
• Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests’ comfort and satisfaction.
• Administer own float and conduct cash-ups at the end of the shift.
• Be present at the reception desk and maintain proper decorum at all times.
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Minimum requirements (Education and Experience)

• Grade 12
• 2 years experience in a customer service environment, preferably in a hotel environment
• 1 year reception experience in a hospitality environment.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Must be proficient in reading, speaking and writing in English as it is the company’s official language
• Knowledge of an additional language (relevant to market) is an advantage

Technical competencies

• Basic Computer Literacy
• Hotel Product Knowledge (facilities and activities)
• Front desk procedures
• Forex and cashiering knowledge
• Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)
• Upselling skills
• Multi-tasking skills

Core behavioural competencies

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Punctuality
• Checking
• Collecting information
• Verbally informing 
• Team Player
• Presentable, courteous individual

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Main Purpose of the Job

• The Hotel Supervisor is responsible for the monitoring, supervision and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Duties and responsibilities include

Hotel Duty Management

• Implement the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer’s journey from arrival until departure throughout the hotel
• Conduct shift briefings and handovers and communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
• Compile plans and manage the execution of any new projects and offerings for the hotel
• Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion set-ups, troubleshooting in various areas. 
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers 
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems 
• Maintain operational standards across the property (e.g. housekeeping, maintenance, etc) 
• Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution 
• Ensure the collateral in public areas is professionally presented
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
• Complete shift reports

Compliance Management

• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved 
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business. 
• Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand 
• Monitor audit results for all operations including service providers and business partners and address any non-compliance
• Monitor the storage of stock and operating equipment and processes
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

Customer Experience Management

• Ensures that guests are treated with courtesy and respect at all times 
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice 
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback 
• 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

People Supervision

• Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures 
• Identification of employee training needs 
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Supervise employee relations within the hotel
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles  to performance 
• Stakeholder Relationship Management
• 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 
• 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 including F&B, housekeeping, maintenance, etc.

Know How

• Requires specialised knowledge of techniques, equipment  and processes relating to hospitality operational practices, products and customers
• Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain;
• Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently;
• Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements
• Interact with customers and operational teams - influencing, motivating  and encouraging specific behaviour

Problem- Solving

• Apply business acumen and sound common sense to the overall management of operations and teams within defined standards;
• Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges;
• Consider all the facts, options and possible outcomes prior to making decisions;
• Analyse and diagnose product performance issues in order to maximise or leverage the strengths of the team in a competitive environment 
• Deal with diverse problems in own area, using judgment and discretion to resolve them

Accountability

• Provide information and make recommendations regarding products and services that will meet customer needs; 
• Suggest initiatives to increase penetration of customer base;
• Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations;
• Solutions should be profitable and ensure the correct customer behaviour in terms of product usage;
• Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability 

Job Requirements

Minimum requirements (Education and Experience)

• 3-Year Hotel School Diploma or equivalent
• Minimum of 5 years’ experience with 3 years in a supervisory position in the hospitality industry
• Previous experience as a duty management is an advantage

Work conditions and special requirements 

• Must be able to work shifts in line with operational requirements (including weekends and public holidays)