Current Openings at Sun International

Description
Job Purpose

• The Groups & Events Billing Co-ordinator will be responsible to be the client’s contact for the successful co-ordination and reconciliation of billing for all conferencing and events across the business unit property with the objectives of supporting the team in creating great customer experiences for all groups and events customers and contributing to building the reputation of the business unit’s brand as the conferencing venue of choice

Key Performance Areas

Co-ordinated Groups and Events

• Meet with clients on-site on a daily basis to check whether charges have been billed correctly on the account
• Conduct a reconciliation between what the client requested and what they received. Where discrepancies exist these should be resolved immediately or escalated as required
• At the end of the function and before the client leaves the property the account must be accurate and signed off by the customer
• Hand over the recon to debtors for further resolution
• Keep records of all amendments from a company perspective to assist in resolving any future queries
• Resolve any problems and queries in accordance with contract stipulations, and escalate when required

Delivered Customer Experiences

• Connect with all guests by greeting them warmly and with a friendly smile, acknowledging them, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Understand guest requirements
• Be able to answer guests’ questions on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Communicate and source information from the relevant departments with regards customers special requests
• Build effective internal and external relationships to ensure synergy of guest experience

Requirements
Education

• Grade 12  
• 2 years Diploma in Events Management is preferred  

Experience

• 1 - 2 years experience in an events environment 

Skills and Knowledge

• Analysing
• Sourcing information
• Dealing with Customers
• Connecting and Interacting
• Taking ownership
• Responding with urgency
• Collaborating
• English Verbal & Written Communication skills
• Numerical skills
• Financial awareness
• Emotional resilience and ability to handle pressure
• Proficient Computer Skills (MS Office / Opera)
• Professionalism

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Job Purpose

• 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.

Key Performance Areas

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 

Requirements

Education

• Matric
• 3-Year Hotel School Diploma or equivalent

Experience

• 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

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Description
Main Purpose of the Job

• Responsible to be the frontline customer service point for the Sun MVG Loyalty Programme, providing exceptional service to Sun MVG members and all guests in accordance with company standards and gaming regulations.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aids)

Key Performance Areas

Customer Service Preparation

• Checks operating equipment prior to start of shift to ensure all is functioning and ready for service.
• Check cleanliness of own section or station.
• Restock marketing collateral, brochures, and cards at the MVG desk.
• Communicate and follow-up on the correction of any equipment faults or defects.
• Conduct handovers with shifts (prior to and following shift).

Loyalty Programme Administration

• Promotes Loyalty Programme and explains benefits.
• Clear understanding of the programme operations (Terms and conditions, programme mechanics)
• Captures sign up data and issues cards.
• Validate customer data and contact permissions at all customer interactions.
• Captures all other Guest Related Data ie VOG, CMP etc.
• Conduct collateral and stock audits.
• Redeems points for guests and issues reward vouchers.
• Process and handle Guest points disputes, balances, and redemptions.
• Assists in selling of non-MVG player cards.

Creating Customer Experiences

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and always ensuring respect.
• 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 and leverage opportunities to upsell facilities.
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary.

Know how:

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences.
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Always follows laid-down policies and procedures, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Equity

• Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
• Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, Umzimkhulu, Ntabankulu)
• People living with disabilities are encouraged to apply.

Requirements

Education, experience, and competencies required.

• Grade 12, with at least Maths literacy
• 2-4 Years experience in a customer facing role
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking (attention to detail)
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable
• Strong English verbal and written communication skills
• Gaming Product Knowledge – Games, Machine card transactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge, profile management (data capturing, card issuing, reward processing)
• Compliance procedures and regulations
• Basic responsible gambling principles
• Proficient computer skills in MS Office
• Typing skills
• Working knowledge of SVC / Opera PMS / EGS / Promo Exec is an advantage

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Description
Main Purpose of the Job

• Responsible to prepare and deliver exceptional food and beverage services to our customers within the restaurant operations / banqueting operations and on the casino floor, ensuring that internal (SOP) standards are continuously achieved and professionally executed

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements

Certifications/Accreditation/Registration/Licenses

• None  

Behavioural Competencies

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Team co-operation

Technical Competencies

• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

Key Performance Areas

Prepared Work Area

• Prepare mise-en-place, place settings and any other required checks and preparations for service
• Set-up and break down for functions in line with event requirements and start times (when required)
• Identify issues with regards the outlet’s floor appearance/ functioning of equipment and systems
• Check cleanliness of own section or station
• Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
• Use and store operating equipment in line with specifications and safety regulations

Participate in stock takes

• Resolve or report on any anomalies to the required standards

Service Execution

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Take guest orders accurately and timeously
• Place guest orders in the system
• Explain menu items
• Make recommendations with regards beverages and menu items
• Interact with kitchen staff respectfully around any special requests
• Deliver food and beverage dishes to customers and present in line with standards
• Be attentive to guest requests
• Clear tables after guests have completed their meal
• Provide billing to guests (where relevant)
• Conduct cash-ups at the end of service (where relevant)
• Leverage opportunities to upsell on promotional items

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

Equity

• Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
• Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, Umzimkhulu, Ntabankulu)
• People living with disabilities are encouraged to apply.

Requirements

Education, experience and competencies required

• Grade 12 or equivalent national qualification
• 2 years previous experience as a waiter

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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.

Work Condition & 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.
• Knowledge of an additional language (relevant to market) is an advantage.

Key Performance Areas

Prepared Workstation

• Identify issues with regards 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 understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort 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 necessaryif necessary.

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Decision Making

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Equity

• Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
• Right of first refusal will be given to candidates from Mgungundlovu Communal Property Association (MCPA) and the licensed areas: (Mbizana, Flagstaff, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff, Mount Frere, Umzimkhulu, Ntabankulu)
• People living with disabilities are encouraged to apply.

Requirements
Education, experience, and competencies required.

• Grade 12
• Hotel Product Knowledge (Facilities and activities)
• 2-year experience in a customer service environment, Preferably in a hotel environment
• Front Desk Procedures
• Dealing with Customers (including managing conflict)
• Forex and cashiering procedures
• Problem Solving
• Communication skills
• Verbally informing
• Telephone skills
• Team Player
• Listening skills
• Presentable, courteous individual
• Proficient computer skills (MS Office, Opera)
• Working Knowledge of Opera suite  
• Upselling skills

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Description
Job Purpose

• To prepare and deliver exceptional beverage services within the banqueting and / or restaurant operations to ensure that internal (SOP) standards are continuously achieved and professionally executed 

Key Performance Areas

• Prepared Work Area
• Prepare mise-en-place, and conduct any other required checks and preparations for service
• Identify issues with regards the bar display and surrounding areas in terms of appearance/ functioning of equipment and systems
• Stock bar for service
• Check cleanliness of own section or station
• Service Execution
• Keep up to date with regards food products, trends and drinks methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Take guest orders accurately and timeously and place in the system
• Explain menu items and make recommendations with regards beverage menu
• Mix drinks and present beverage in line with guest order and outlet standards
• Be attentive to guest requests
• Clear glasses after guests have completed their drinks
• Provide billing to guests
• Conduct cash-ups at the end of service
• Complete beverage stock sheets each shift
• Leverage opportunities to upsell on promotional items
• Bar Standards
• Understand and conduct all tasks in line with F&B standard operating procedures
• Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
• Use and store operating equipment in line with specifications and safety regulations
• Participate in stock takes
• Conduct daily stock counts of bar smalls
• Resolve or report on any anomalies to the required standards
• Report on any breakages at the end of the shift
• 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, reward programme and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary 

Requirements
Education

• Grade 12 preferred or Grade 10 (with relevant experience) 

Experience

• 2 years previous experience as a bartender 

Skills and Knowledge

• Work conditions and special requirements 
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements
• Technical competencies
• Beverage / Cocktail Product Knowledge
• Barrister skills
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services
• Core behavioural competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions 
• Team co-operation

go to method of application »

Description
Job Purpose

• To prepare and deliver exceptional food and beverage service within the restaurant operations; banqueting operations and / or on the casino floor to ensure that internal (SOP) standards are continuously achieved and professionally executed.

Key Performance Areas

• Prepared Work Area
• Prepare mise-en-place, place settings and any other required checks and preparations for service
• Set-up and break down for functions in line with event requirements and start times (when required)
• Identify issues with regards the outlet’s floor appearance/ functioning of equipment and systems
• Check cleanliness of own section or station
• Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
• Use and store operating equipment in line with specifications and safety regulations
• Participate in stock takes
• Resolve or report on any anomalies to the required standards
• Service Execution
• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Take guest orders accurately and timeously
• Place guest orders in the system
• Explain menu items
• Make recommendations with regards beverages and menu items
• Interact with kitchen staff respectfully around any special requests
• Deliver food and beverage dishes to customers and present in line with standards
• Be attentive to guest requests
• Clear tables after guests have completed their meal
• Provide billing to guests (where relevant)
• Conduct cash-ups at the end of service (where relevant)
• Leverage opportunities to upsell on promotional items
• 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, reward programme and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary 

Requirements
Education

• Grade 12 preferred or Grade 10 (with relevant experience)

Experience

• 2 years previous experience as a waiter

Skills and Knowledge

• Ability to work shifts that meet operational requirements 
• Physically able to move operating equipment
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements
• Behavioural Competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Team co-operation
• Technical Competencies
• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services 

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Description

• Responsible for the effective day-to-day management of Food & Beverage operations (including restaurants, beverage operations and food and beverage service in the casino operations), with specific regard to:
• achieving profitability in specific outlets
• improving of standards of operation
• maximising customer satisfaction
• facilities and product maintenance and enhancement
• ensuring all F&B operational efforts on the casino floor achieve the F&B strategy and objectives

Requirements

Qualification

• Grade 12/ Matric
• 3 Year Hotel School Diploma or equivalent National qualification at Diploma level

Experience Required

• 9-10 years in the food and beverage industry of which at least 5 years are at a management level

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)

Core  behavioural competencies

• Decision-making
• Motivating others/ gaining co-operation
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
• Controlling people and non-people resources
• Influencing & negotiating skills

Technical / proficiency competencies

• Food & Beverage Cost and revenue management
• Food & Beverage Product Knowledge
• Financial management
• Team Planning
• Operational Management
• Product Analysis & Development
• Stock control
• Intermediate Computer Skills
• Micros / Opera is preferred

Key Performance

F&B Strategic Planning

• Understand the Group F&B strategy and align Unit F&B strategy
• Develop strategic objectives for the Unit’s F&B deliverables
• Facilitate the project management and achievement of milestones of F&B deliverables
• Direct F&B product analyses and benchmark with leading F&B trends
• Identify and investigate new F&B opportunities for the property
• Direct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally
• Manage and allocate people and operational resources
• Facilitate marketing plans relative to promotions and strategies
• Align strategies with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

F & B Revenue Optimisation

• Establish revenue targets per outlet to track performance on a daily basis
• Develop business action plans and promotions to capitalize on revenue and drive incremental revenues
• Leverage off suppliers to drive value add promotional activity

Product Development

• Complete a competitor analysis of food, beverage and conferencing products in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Provide product rationalisation on a regular basis or as required
• Motivate new product enhancements
• Budget and direct the implementation of approved projects
• Measure ROI and performance on a regular basis
• Share unit successes with other operations

F & B Standards & Governance

• Oversee F&B standards and processes at a unit level
• Integrates Group standards into Unit Operations
• 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 financial risk to the business. All staff in F&B to adhere the policy and procedures
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance
• Drive a waste management culture and ensure all staff are trained
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

People Management and Development

• Lead and motivate F&B employees and promote positive working relationships, direction and support
• Lead and oversee departmental communication ensuring employee and management interaction
• Measure and develop strategies to enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management
• Ensure competent levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan to build the future food and beverage talent pipeline
• Performance Manage and coach reporting managers to ensure KPA’s are achieved
• Manage employee relations within the F&B function (monthly meetings with Union - formalised, minuted, issues
• addressed).

Financial Management 

• Budget forecasts & control
• Motivate and manage Capex requirements
• Complete Cost of Sales reports including
• Theoretical COS per outlet for food & beverage respectively.
• Recipes – Recipe links needs to be in place to ensure accuracy and legitimacy of theoretical as well as put us in a position for the theoretical to be system generated
• Food recipe – All menu item food recipes to be reviewed and signed off and where needed recaptured into the system MC or IFS to ensure accurate food theoretical
• Procurement – All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis going forward to ensure we monitor and track price movements to minimize input cost fluctuations
• Cost control – oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming outlets in relation to COS

F & B Promotions & Marketing

• Liaise with Marketing to drive banqueting sales and marketing and promotional F&B activities
• Build collateral with marketing to position promotions to the external market
• Conduct post-mortem and analysis of promotions
• Calculate ROI

Reporting

• Consolidation monthly Financial Reports for the entire food and beverage operation including consolidated views of:
• Salary forecast vs actuals – salary monthly forecast to be based on rosters. Track and monitor salary cost in relation to revenue achieved daily and make adjustments throughout the month to bring salary cost in line as a percentage of revenue.
• Absenteeism – actively manage and report on absenteeism in line with company policy, rules, and regulations
• Productivity – covers per hour/drinks per hour needs to be monitored daily to ensure staff are operating at the required level to achieve and exceed budgeted revenues with remedial action taken when not tracking on target.
• Sales targets – report on variation to set sales targets in line with staff productivities and revenues. Report on remedial action taken when targets not met.
• Labor brokers – report on the use of labour brokers and various against productivities

Customer Relationship Management

• Develop a CVP in line with the unit strategy and marketing/ guest feedback
• Deal with any escalations / complaints
• Frequent Interaction with guests (especially VIP’s)
• Supports VIP services in various initiatives i.e. functions, events
• Communicates customer standards to department for implementation
• Monitors customer standards and addresses gaps
• Be present and provide management support in F&B outlets and operation when required

Stakeholder relationship management

• Attends meeting as per schedule
• Informs department / staff of information required to perform the duties and restaurant 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 and challenges within the restaurant
• Maintains regular communication with all relevant stakeholders with regards progress, issues, changes, etc.
• Provides feedback on operations to Group F&B on initiatives, performance, concerns, etc.

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Main Purpose of the job:

• The Rooms Division Manager of the hotel portfolio will be responsible and accountable for the planning, management, delivery and governance of the rooms division teams and processes (including the front office, guest relations, and management of outsourced housekeeping and laundry business partners) for the two Sibaya hotels, ensuring a hotel product and assets that are well maintained and secure with the aim of driving exceptional customer experiences, maximizing hotel revenues and occupancies, maintaining hotel standards, and ensuring synergy between these departments is achieved.
•  The role will collaborate with Central Office and Business Unit leadership teams; leveraging partnerships with relevant stakeholders and managing relationships with key stakeholders and guests to ensure the acquisition and retention of hotel business and return business, optimizing the use of people, processes, and technology to achieve objectives and focusing on high levels of operational compliance in line with budgets and legislative requirements. 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.

Requirements
Education, Experience, and competencies required:  

• Diploma in Hospitality Management
• Degree in business management is an advantage.
• 10 years’ experience in the hospitality industry including:
• Experience in “5 star” 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)

Key Responsibility Areas

• Provide a clear plan of the operating objectives, targets, and deliverables for various functional areas (including plans for the front office, laundry, concierge, and housekeeping operations). This will involve collaborating closely with the management team across the business to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy.
• Facilitate the programme management and achievement of deliverables in all rooms, housekeeping and laundry areas.
• Oversee the management of check-in and check-out customer processes at the front desk, guest relations services, as well as dealing with and resolving escalations and any special requests from customers.
• Critically evaluate product offerings, pricing and yield management across rooms areas and manage the improvement and innovation of products and offerings in line with leading practice, ensuring that the hotel builds a CVP that is relevant, innovative, and fresh
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around PoPI, and the Consumer Protection Act
• 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; and entertaining whenever required.
• Keep up to date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, Review Pro, Inquba and manage responses / communication on escalated issues with relevant guests.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in rooms operating areas.
• Critically evaluate and monitor the quality of products, service offerings and displays across the hotel to ensure standards are aligned with the “Sun” brand.
• Oversee the management, procurement, distribution and storage of operating stock and assets in housekeeping, including linen inventory, cleaning chemicals, and amenities.
• Oversee the cleaning, storage, and distribution of uniforms.
• Facilitate and manage valet and turn down services for hotel staying guests.
• Oversee the planning and integrated management of projects in rooms operating areas and across the complex e.g., refurbishments.
• Develop a strategy and special product offerings for VIP guests, long-stay guests, and special occasions.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures.
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for the hotel and other business areas.
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives.
• Relationship agreements with key suppliers, retailers, business partners and sponsors are built, negotiated, and managed to achieve the business objectives and leverage new opportunities and joint initiatives.