The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well located casinos, and some of the world’s premier resorts. Our...
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Job Purpose
To provide a wide range of administrative and general support duties of a responsible, confidential and complex nature to ensure the seamless implementation and consistent delivery of services provided by the business unit’s Executive Office to all stakeholders. The role has a lead administration responsibility and may delegate or reassign work to other support staff in the business unit.
Education
Experience
- Minimum of 5 years’ administrative /secretarial functions
Skills and Knowledge
- High business ethics and confidentiality
- Ability to work shifts that meet operational requirements. This may include extended hours.
Key Performance Areas
Duties and responsibilities include:
Office Administrative Support
- Provide administrative support to the executive office (including minutes, e-mails, mail and telephone)
- Allocate and reconcile supplier invoices correctly and resolve all queries
- Submit expense claims to the Finance department as per company policy and procedures.
- Order stationery, paper and other consumables (as per company procedures), ensuring availability on demand.
- Develop a filing system (including records and reports) that enables others in the business unit to be able to access required documents
- Store confidential documents for safe keeping
- Coordinate the flow of paper and electronic documents to the appropriate parties
- Follow through on outstanding issues and action lists from minutes with relevant HODs
- Liaise with travel service providers to co-ordinate travel, car and accommodation arrangements for unit and SI delegates
- Consolidating and editing of inputs from HODs to compile quarterly board report to shareholders
- Administration of legal documents and flow onto M-files
- HOD roster and Kronos management of GM direct reports
- Co-ordinate business continuity and risk management processes
- Manage the flow and safekeeping of all FSGLTA related correspondence
- Maintain and manage unit petty cash.
Executive Support
- Manage the diary of the GM
- Plan time in GM’s diary for follow-up and action steps from meetings
- Prepare internal and external communication documents for executive Office
- Type correspondence proficiently including emails, letters, memo’s, etc.
- Manage calls, queries and requests received by the executive office on a daily basis ensuring that these are resolved, redirected or reassigned to relevant managers within the business unit.
- Troubleshoot and resolve issues with assigned clients or other stakeholders.
- Complete reports / minutes/ presentations / departmental documents and distribute to relevant parties
- Consolidate budget information and record and monitor monthly expenses, escalating any variations to budget
Meeting/ function Co-ordination
- Send out meeting invitations in advance (within reasonable time period to accommodate delegates).
- Complete and distribute agenda and minutes timeously
- Book meeting venues according to meeting requirements – number of people, equipment, times, access to floor, accessibility, refreshments, and time frames.
- Co-ordinate required equipment and ensure all in working order e.g. Air Conditioning, Laptop, Proxima etc.
- Arrange catering in line with RSVP’s and dietary requirements of the attendees.
Project Co-ordination
- Co-ordinate special projects as allocated by General Manager.
- Conduct research and analysis that may be needed for projects or presentations.
- Communicates with stakeholders, clients, visitors to achieve aims of projects.
- Monitor progress of projects allocated to staff by GM.
- Consolidate information from across the business
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Education
Education, experience, and competencies required.
- Grade 12 or equivalent qualification in gaming operations
- 1 year experience in a gaming / financial auditing / law enforcement (e.g. SAPS, Security, Defence Force, etc)
- environment an advantage
Experience using surveillance /equipment an advantage
- Problem Solving
- Analytical Skills
- Handling conflict
- Checking
- Attention to detail
- Following Instructions
- Emotional resilience
- Honesty & Integrity
- Ability to del with highly confidential information
- English verbal communication skills
- Rapid tracking and review of visual information
- Use surveillance equipment – chip handling, chipping machines, Shuffling machines
- Betting procedures
- Compliance procedures and regulations
- Basic responsible gambling principles
- Basic computer skills
- Prolonged attention span
Key Performance Area
Certifications/Accreditation/Registration/Licenses
- Meet the requirements for a gaming licence and FICA
- PSIRA C registration
Work Condition & Special Requirements
- Ability to work shifts that meet operational requirements.
- Work in a smoking environment
- Full visual acuity (including ability to discern colours)
Key Performance Areas
Surveillance Monitoring
- Monitor all Gaming procedures on the gaming floor against the relevant functions.
- Complete target reports / punter scans on all gaming areas as per unit specific schedule
- Conduct system checks, alarm conditions and interfaces
- Record and report on faulty equipment Issue and check playing cards, where required and other gaming related equipment as per SOP
- Identifies, monitors and actions significant events actioned as per SOP: punter scanning, jackpot verification, table activity, etc.
- Monitors all non-gaming procedures against the relevant function
- Proactively monitor high risk areas and emergency response as per set out procedures
Investigations
- Reviews all video footage and other documentation/ reports relating to incidents, queries and variances
- Investigates all variances reported to the Surveillance Department
- Reports or escalates findings of the review and investigations
- Record and retain evidence to be used for further processes according to standards
Reporting & Administration
- Reporting all incidents and significant events to the relevant Stakeholders.
- Prioritises reports according to the severity of the incident.
- Captures relevant data on the EOB
- Compiles comprehensive reports where required
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
- Takes ownership of customer requests and requirements.
- Follows laid-down policies and procedures at all times.
- Operates within rules, regulations, system parameters and internal controls.
- Interprets customer requirements in terms of services available and applicable constraints.
- Refers problems falling outside parameters to the team leader/manager for resolution.
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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.
Education
Education, experience, and competencies required.
- Grade 12
- 2-year experience in a customer service environment,
- Preferably in a hotel environment
Dealing with Customers (including managing conflict)
- Problem Solving
- Collecting Information
- Verbally informing
- Team Player
- Presentable, courteous individual
Hotel Product Knowledge (Facilities and activities)
- Front Desk Procedures
- Forex and cashiering procedures
- Communication skills
- Telephone skills
- Listening skills
- Proficient computer skills (MS Office, Opera)
- Working Knowledge of Opera suite
- Upselling skills
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 Work Station
- 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.
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Job Purpose
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.
Education
- Grade 12, with at least Maths literacy
Experience
- 2-4 Years experience in a customer facing role.
Skills and Knowledge
- 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
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.
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.
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Job Purpose
Responsible to investigate, audit and identify gaming product deviations and effect advanced repairs and product configuration to all gaming related equipment, in line with internal professional standards and gaming regulations.
Education
- N5 National Electronic Certificate (light current) with relevant experience or
- S2 or National Electronic Diploma (light current) or Equivalent qualification
Experience
- 2-4 Years experience in a customer facing role.
- Experience in the gaming industry is preferred.
Certifications/Accreditation/Registration/Licenses
- Meet all requirements for a gaming license and FICA.
Work Condition & Special Requirements
- Ability to work shifts that meet operational requirements.
- Physically able to work and stand for long periods.
- Physically able to move machines.
Skills and Knowledge
- Analytical Skills
- Problem Solving
- Collecting Information (listening; asking questions)
- Dealing with Customers
- Checking (attention to detail)
- Following Instructions
- Emotional resilience
- Presentable
- Gaming Component Knowledge
- Gaming Component Servicing & repairs
- System auditing& investigations
- English verbal communication skills
- Proficient computer skills
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
- Takes ownership of customer requests and requirements.
- Always follows laid-down policies and procedures.
- Operates within rules, regulations, system parameters and internal controls.
- Interprets customer requirements in terms of services available and applicable constraints.
- Refers problems falling outside parameters to the team leader/manager for resolution.
Key Performance Areas
Gaming Product
- Refer to the work output task register for detailed tasks.
- Cleaning, servicing, replacing, repairing, testing components of EGMS, Gaming Kiosks, Displays, Online systems, cabling, progressives, card reader, keypads, IView screen, note acceptor, EGM bases, Gaming Table Equipment, Signage, cashiering equipment, marketing and promotional equipment, audio/ video.
- Record and prioritise all job cards.
- Move and place EGMs.
- Configure gaming equipment.
- Knowledge sharing on gaming products.
- Writing technical manuals as per operational requirements.
Gaming Technical Standards
- Clean-up move location.
- Keep workshop tidy and safe.
- Clean, store and secure equipment.
Customer Service
- Investigate and resolve customer disputes.
- Provides accurate guest information including promotional information.
- Greets guests with a friendly smile, eye contact on arrival, friendly goodbye and treated with respect at all times.
- Guest Interaction and Service.
- Contact suppliers for technical support where relevant.
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Job Purpose
The Cashiering Shift Manager manages the day-to-day delivery of the cash desk and count operations and teams in both front of house and back of house areas with the objectives of maintaining standards of operation and maximising customer satisfaction and operational efficiencies, in line with regulations and Company standards.
Education
- Grade 12
- Tertiary qualification in business related qualification preferable
Experience
- Minimum of 2 years in a supervisory position in the casino industry or a cash handling function
Skills and Knowledge
- Cash desk operational knowledge
- Cash / Credit Transaction knowledge
- Cash Desk equipment usage, care, and maintenance
- Cashiering Administration
- Gaming Compliance Procedures
- Generating Solutions
- Analytical Thinking
- Planning & Organizing
- Managing risk
- Customer service orientation
- Leadership
-
- Cash desk operational knowledge
- Cash / Credit Transaction knowledge
- Cash Desk equipment usage, care, and maintenance
- Cashiering Administration
- Gaming Compliance Procedures
- Numerical arithmetic skills
- Communication skills (written and verbal)
Know How
- Requires specialised knowledge of processes relating to cashiering practices, products, and customers.
- 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 team - influencing, motivating, and encouraging specific behaviour.
Problem- Solving
- Apply business acumen and sound common sense to the shift management of cashiering operations and teams within regulated standards.
- Monitor changes at the cash desk and is quick to act upon potential opportunities and challenges.
- Consider all the facts, options, and possible outcomes prior to making decisions.
- Analyse and diagnose performance / service issues 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 services that will meet customer needs.
- Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations.
- Arbitrate / resolve difficult customer complaints and/or issues / disputes.
- Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving 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.
Key Performance Areas
Shift Management
- Manages the shift.
- Conducts rostering and duty allocations.
- Handles Shift briefings / handovers / shift reports / disputes.
- Manages staff appearance and cash desk appearance/ functioning of equipment and systems.
- Contacts technicians for necessary external equipment repair and maintenance.
- Manages stock (e.g., numbered stationery, etc)
- Action surveillance audits to correct reported discrepancies.
- Escalate computer related queries to relevant parties as per SOP.
- Log cashier variances and take correct action were necessary.
- Secure cashiering and count areas.
- Suspicious behaviour/activities on gaming floor are observed and appropriate action taken when required as per SOP’s.
- Authorises spend in line with budget.
- Complete daily shift report
Cash Desk Governance & Standards
- Communicates the standard operating procedures to the cash desk and count teams to ensure everyone has a sound understanding of expectations.
- Reconciles and resolves pay-out exceptions and variances are accounted for.
- Cash desk is audited daily in line with standard operating procedures – reports balance back to actual.
- Retrieve overpaid monies.
- Manage cash levels to meet demand.
- Log all error tracing / cashier variances.
- Handle or escalate suspicious transactions as per legislated requirements.
- Manage debtors.
- Reconcile Forex and conduct banking.
- Monitors compliance to standard operating procedures and regulations on the floor.
- Completes exception reports/ journals as per SOP.
Count Shift Management
- Oversee the count for the shift as per ICS (when required)
- Manages count and drop procedures as per the ICS.
- Authorise and audit records and filing of documentation.
People Management
- Manage staff conditions of employment, e.g., attendance, absenteeism, leave, adherence to policies and procedures.
- Manage productivities and payroll costs for the department.
- 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.
- Manage employee relations and disciplinary action within the department.
- Ensure staff communication and motivation.
- Performance contracting, reviews and development.
- Provides resources and removes obstacles to performance.
- Onboarding of new staff members
Customer Experience Management
- Monitor service standards and staff: guest interaction on the floor to ensures all guests are always treated with courtesy and respect.
- Handle and resolve any escalated guest special requests, queries, or complaints.
- Shift handover ensures that staff can provide customers with relevant service.
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Manage staff appearance and floor appearance/ housekeeping / functioning of equipment and systems for the outlet.
- Monitor the customer experience in the cash desk areas that will support brand loyalty ensuring SI as the brand of choice.
- Conduct staff training on promotions (including promotion information, functions, facilities, etc)
- Report on any issues experienced and the resolution thereof.
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Job Purpose
-
Responsible for the effective day-to-day management of the restaurant outlet (including food and beverage service) and the management of the team with specific regard to achieving profitability, maximising operational efficiencies and productivities; maintaining the restaurant product and standards of operation; maximising customer satisfaction; controlling operating equipment and stock, and developing a competent team
Education
Experience
Skills and Knowledge
- Core behavioural competencies
- Planning
- Motivating others / gaining co-operation
- Decision-making
- Training; coaching; keeping abreast of new developments in field
- Analysing / Diagnosing performance of the outlet /product performance
- Reviewing - Assessing feasibility; assessing compliance;efficiencies
- Problem-Solving
- Technical / proficiency competencies
- Food & Beverage Costing
- Food & Beverage Product Knowledge
- Speciality beverage knowledge – wine, barrister
Key Performance Areas
Business Plan Implementation
- Develop outlet objectives and deliverables in line with Unit F&B strategy
- Facilitate the communication and implementation of F&B deliverables for the outlet
- Conduct risk analyses i.t.o impact on short term profit margins
- 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
Shift Management
- Put in place staff scheduling and duty allocations to ensure maximum coverage
- Handle shift briefings / handovers / shift reports
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints,etc.
- Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Provides feedback and reports back to management on the performance and challenges within the restaurant
- Manage the control of stock and operating equipment as per SOP for the outlet
- Cash-ups at the end of the shift
- Completes shift reports
Restaurant Product Enhancement
- Monitor service offering / products and pricing within restaurants
- Make recommendations of improvements to the product and service offering
- Compile and co-ordinate the food and beverage promotional calendar for the outlet
- Monitor customer service standards in the outlet and identify any areas of concern
- Conduct maintenance walkabouts for front of house and back of house areas
- Monitor health, safety, hygiene and environmental elements in the outlet
- Monitor the use and storage of OE
- Monitor stock control and OE control processes
- Investigate variances / discrepancies and take necessary action to correct
F&B Standards & Governance
- Monitor F&B standards and processes
- Align practices with new legislative compliance around health, hygiene, safety and the environment
- Implement sufficient control measures (including systems and processes) & checks within each outlet 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
- Encourage 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
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave,adherence to policies and procedures
- Manage productivities and payroll costs for the outlet
- 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
- Manage employee relations within the department
- Staff communication and motivation
- Performance contracting, reviews and development
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- Onboarding of new staff members
Budget Management
- Participate in the preparation of budget forecasts & controls for the outlet
- Consolidate Capex requirements for specific outlets
- Guide and consolidate the completion of 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
- Contribute to month-end financial commentary for the outlet
Customer Relationship 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 within the outlet / 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)
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Shift handover ensures that staff have sufficient insights and information with regards
- VIP customers visiting the property
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Job Purpose
The Mailroom Attendant is responsible for the sorting and distribution of incoming post, packages and mail; facilitating outgoing post and mail within the central office building and across business operations; as well as maintaining par levels of mailroom supplies and equipment. Duties also involve transporting mail and packages between different locations and business units, ensuring timely and secure delivery, and maintaining accurate records of deliveries and pickups, in line with Company standards and procedures.
In addition, the mailroom attendant also has the responsibility for driving and maintaining the company vehicle assigned for deliveries and following safe driving practices.
Education
Experience
Skills and Knowledge
- Problem Solving
- Collecting Information (listening; asking questions)
- Attention to detail
- Clerical Administrative functions
- Checking (accuracy in the handling and recording of transactions)
- Following Instructions
- Managing customer relationships
- English written and verbal communication skills
- Numerical skills (calculations)
- Proficient Computer Literacy (MS Office)
- Knowledge of Business operations
Key Performance Areas
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Job Purpose
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, maximising 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, optimising 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.
Education
- Diploma in Hospitality Management
- Degree in business management is an advantage.
- 10 years’ experience in the hospitality industry including:
Experience
- 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)
Skills and Knowledge
- Problem Solving Skills
- Peoples Management Skills
- Negotiating Skills
- Customer Service Skills
Key Performance 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.
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Job Purpose
Responsible to be the frontline customer service point in facilitating the play of casino tables games whilst providing exceptional service on the floor in accordance with company standards and gaming regulations.
Education
Experience
- Previous experience in a customer facing role
- 1 year experience as a Tables Dealer
- 1 year experience in the gaming industry
- Demonstrated competence in all requirements (including an ability to deal blackjack and roulette) and participation as part of a practical Dealing School**
Skills and Knowledge
Core & personal behavioural competencies
- Problem Solving
- Collecting Information (listening; asking questions)
- Dealing with Customers
- Handling conflict
- Checking
- Following Instructions
- Emotional resilience
- Honesty in the handling of cash
- Presentable
Technical proficiency competencies
- English verbal communication skills
- Numerical skills (calculations of large numbers)
- Deal tables games including Roulette / Blackjack**
- Use Gaming Tables equipment – chip handling, chipping machines, Shuffling machines**
- Betting procedures**
- Compliance procedures and regulations**
- Basic responsible gambling principles**
- Basic computer skills
Key Performance Areas
Prepared Work Area
- Check gaming area, table and float and ensure ready for play
- Checks operating equipment prior to start of shift including shuffling machines; cards; chips; etc to ensure all is functioning and ready for play
- Check cleanliness of own section or station
- Communicate and follow-up on the correction of any equipment faults or defects
Game Play
- Deal the relevant tables games (blackjack, Poker; Punto Banco, Baccarat; American Roulette; or any other game as per business unit requirements)
- Handle all player transaction requirements with regards placing of bets and paying out including cash and chip transactions
- Provides audible and precise game commentary
- Monitor and report on guest play and action (when required) on the Casino system
- Keeps inspector informed of information relevant to the games and escalate any suspicious betting patterns or underage gambling
- Opening and Closing of tables
- Game hand over – Dealer to dealer and /or inspector
- Conduct cash-ups and reconcile float at the end of shift
- Substantiate and report on any float variances
- Secure and transport float as required
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
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Job Purpose
The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the Concierge, Porte Cochere and
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.
Education
Experience
- Minimum of 7 years’ experience with 3 years in a management position in the hospitality industry
- Previous experience in duty management is an advantage
Skills and Knowledge
- Analytical skills
- Attention to detail
- Reviewing / evaluating information and data
- Decision-making
- Planning
- Influencing & Advising skills
- Emotional resilience
- Dealing with Customers (including dealing with conflict)
- Networking and relationship building
- Innovation & continuous Improvement
- Motivating others / gaining co-operation
- Training; coaching; keeping abreast of new developments in field
- Problem-Solving
- People management
- Corporate & industry knowledge
- Quality Assurance
- Rooms Product knowledge & standards
- Advanced written and verbal communication skills
- Proficiency in MS Office Suite, Opera
- Business Acumen
- Financial Acumen
- Report writing
- Contract management
- Knowledge and application of legislation relating to Safety, Health and the environment
- Team Planning
- Knowledge of an additional International language is an advantage
Key Performance Areas
Delivered Guest Relations Plan
- Develop guest relations objectives and deliverables in line with Unit Rooms strategy
- Facilitate the communication and implementation of customer experience deliverables for the hotel
- Conduct risk analyses i.t.o impact on short term profit margins
- Provide clear delegation of authority and accountability for deliverables
- Collaborate with the rooms management to complete a competitor analysis and benchmarking of customer services and product offerings in property catchment areas including pricing comparisons
- Provide input and motivate new product and service enhancements
- Manage and allocate people and operational resources
- Communicate plans relative to promotions and strategies to relevant staff and stakeholders within the unit
- Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butlering services, etc.
- Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
Shift Management
- Put in place staff scheduling and duty allocations to ensure maximum coverage
- Handle shift briefings / handovers / shift reports
- Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Provides feedback and reports back to management on challenges being experienced on the floors
- Manage the control of stock and operating equipment as per SOP
- Completes shift reports
Guest Relations Standards & Governance
- Monitor Guest Relations standards and processes
- Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
- Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business.
- Conduct quality assurance around customer experiences, including courtesy calls
- Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks
- Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these
People Management
- Manage 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
- Monitor adherence to SOPs including conducting of quality assurance calls
- Manage employee relations within the department
- Facilitate staff communication and motivation
- Perform and document performance contracting, reviews and development discussions
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- Onboard new staff members in the department
Budget Management
Develop and manage the guest relations budget for the hotel including:
- Budget
- PIP forecast
- Capex
- Cost management
- Financial reporting for the function
- Financial reporting on campaigns and guest relations initiatives
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 within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Shift handover ensures that staff have sufficient insights and information with regards
- VIP customers visiting the property
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Job Purpose
The Financial Controller: Hospitality will be responsible for the effective management of financial controls, reporting and hotel accounting team management, with a specific focus on driving accuracy, completeness and consistency across the hotel properties. This includes improved financial operational standards in the hospitality areas of Rooms and Food & Beverage in line with policy, frameworks and tools based on researched leading and industry practice and relevant statutory regulations.
The role will achieve these objectives by partnering with the Sun City hospitality leadership and finance teams, as well as relevant hospitality business partners and suppliers. This role will also be required to support specialised resort financial projects as required.
Education
Experience
- At least 5 years’ experience in a general financial accounting environment
- Experience in a hospitality accounting environment
- People supervisory experience
Skills and Knowledge
Core behavioural competencies
- Conceptualising
- Analytical skills (including attention to detail)
- Influencing Skills
- Managing Risks, Results and Relationships
- Deciding
- Emotional Maturity
- Ability to handle pressure and meet deadlines
Technical / proficiency competencies
- Knowledge of statutory legal and tax requirements and latest developments
- Strong technical knowledge including IFRS developments
- Strong knowledge of accounting systems
- Team Planning
- Product and trend analysis
- Stock control
- Integrity
- Hospitality Revenue analysis
- Computer Proficiency in MS Office (Advanced Excel); Cognos or similar (advantage),
- Business acumen
Key Performance Areas
Job Scope & Responsibilities
- Oversee and review the recording of financial transactions and consolidated reporting processes for F&B and hotels on the property, ensuring these are accurate, up-to-date and complete
- Monitor and manage productivities and payroll costs for the hospitality division
- Conduct an analysis of F&B and Hotel business results and identify relative trends to ensure realistic forecasts
- Review Kofax Total Agility (KTA) queues for resolution
- Liaise with SSC/ Financial Operations Manager on any SSC issues concerning supplier payment delays
- Assist SSC with AP accruals at month-end
- Provide details of departmental recharges to the SSC for processing
- Conduct spot checks on cash-ups
- Compile annual Budgets, forecasts & controls
- Manage departmental Capex requirements
- Review financial risks (on Risk Register) quarterly and address mitigating and aggravating circumstances, reporting any unusual variances relative to budget and previous year
- Drive the effective management of Paymasters within the Hotels – ensuring timely clearing and adequacy of accruals on the balance sheet
- Manage received-not-yet-invoiced (RNYI) across the hotel properties and liaise with SSC to clear long outstanding items
- Keep track of open purchase orders, long outstanding purchase orders and Purchase orders after Invoice
- Liaise with Supply Chain Management (SCM) on hotel related matters – implementing control to manage high stockholdings, transfers between hotel units, par stock values of operating equipment, cost of sales percentages, etc.
- Oversee and monitor accounting standards, processes and practices at a hotel operations level, ensuring the integration of group standards, aligned and updated with new legislative and tax regulations
- Implement sufficient control measures (including systems and processes) & checks within each hotel department to mitigate any financial risk to the business, completing Control Self-Assessment (CSA’s) for the hotel operations with a view of monitoring compliance and addressing short comings
- Monitor the Dashboard metrics and performance of the hotel accountants in managing their individual score cards
- Co-ordinate year end activities and reporting in areas of hospitality
- Co-ordinate internal and external financial audits in the hotels
- Consolidated financial reporting on departmental projects and initiatives, providing value-adding recommendations to optimise financial performance (with regards product, process and practices) within the various hotel operations.
- Prepare Balance Sheet reconciliations for Hotel related accounts for review by Financial Operations Manager
- Review and/or review consistency of monthly, forecast and budget income statements metrics across the hotel properties
- Ensure correct VAT and tax treatment within hospitality accounts
- Drive hospitality room night metrics – focus on cost per room nights sold
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
- Identification of employee training needs and perform on the job training and coaching to close developmental gaps
- Manage employee relations within the hotel accounting team
- Performance contracting, reviews and development
- Recruit and resource for talent for positions
- Onboarding of new staff members
- Act as the SME on Financial statutory legislation and tax requirements
- Communicate actively with hotel managers to review cross-departmental impacts and provide relevant insights
- Communicate with Financial Operations Manager and report on revenue and financial position of hotels as required, and consult with FOM and Functional heads on results and areas of concern
- Serve as Liaison and key contact between Finance and Hotel Managers and General Manager Hospitality.
- Facilitate communication between hotels and service providers with specific focus on cost control and managing recharge processes with providers
- Oversee and manage Revenue team.
- Oversee and manage Finance Admin Clerk team.
- Review revenue transactions and reports.
- Review cashbook transactions and liaise with SSC to ensure cash accounts balance and cleated timely.
Method of Application
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