Fresh Jobs at Sun International

Job Purpose

• The Front Office Duty Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

Key Performance Areas

• Shift Supervision
• 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
• Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the department
• Cash-ups at the end of the shift
• Complete shift reports
• Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Front Office Operations

• Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Oversee and supervises guest arrivals and departures with the front office team
• Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
• Maintain master key control for the shift
• Review daily front office work and activity reports generated by night audit
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Conduct cash-up procedures, verifying all bank deposits at the end of the shift
• Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
• Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.

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
• Onboarding of new staff members

Financial Control

• Authorize spend in line with budget
• Report on any variances for the department

Delivered Customer Experience

• 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, opening times of restaurants; activities.
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalizing their experience.
• 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.
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience.

Work Conditions and Special Requirements

• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to stand for extended periods of time

Requirements

Education

• 3-Year Hotel School Diploma or National Qualification at a Diploma level.

Experience

• Minimum of 3 years’ experience as a receptionist in a front office environment.
• Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage.

Skills and Knowledge

• Collecting Information
• Team Co-operation
• People Supervision
• Appraising & developing
• Problem-Solving
• Analytical skills
• Attention to detail
• Reviewing / evaluating information and data
• Emotional resilience
• Dealing with Customers (including dealing with conflict)
• Self-driven and presentable
• Valuing Diversity & Inclusiveness

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Description

Job Purpose

• Responsible and accountable to invoice customers, allocate receipts, collect due receivables, reconcile accounts and clear queries through Kofax Totalagility (“KTA”) worklists in line with Company and SSC standards and regulations.

Key Performance Areas

• Create new customers and adjust current customer accounts in the system based on input from unit via KTA.
• Create customer invoices on IFS for concessionaires, sponsorships, rebates, staff sales and sundry as requested from units via KTA.
• Process customer invoices on IFS for travel agents based on documentation from the units. External capturing of invoices for travel agents where required.
• Processing of credit notes were requested by the unit via KTA.
• Clearing of AR receipts that are not identifiable from the cash book.
• Follow-up with unit if required via KTA. Processing of all Iveri payments posted by Advanced Payments into IFS and reconcile to Opera.
• Reconcile and process monthly Advanced Payment receipt into the unit.
• Process customer and punter refunds as requested by the units via KTA.
• Follow-up on all outstanding invoices and escalate where necessary - including for banqueting, travel agents, sundry debtors, inter-company etc.
• Assist other Intercompany/Debtors Clerks in the Accounts Receivable team with queries and processing where necessary.
• Filing of physical invoices / payments.
• Meet the Key Performance Indicators (“KPIs”) for this role (eg: number of invoices generated, number of queries, long outstanding receipts etc).
• Keep management updated with regards progress on payments and releases, and where necessary escalate unresolved issues.
• Respond to and resolve pay related queries with internal and external clients.
• Develop and maintain sound working relationships with relevant departments.
• Interact with clients and provide professional service standards and solutions.
• Keep up to date with advanced payment services, facilities and online reservation channels.

Requirements

Education

• Grade 12
• Diploma in finance is an advantage

Experience

• 1 years’ experience as a debtor's clerk

Skills and Knowledge

• Analytical skills
• Problem Solving
• Collecting Information (listening; asking questions)
• Attention to detail
• Co-ordinating and organizational skills
• Clerical Administrative functions
• Checking (accuracy in the handling and recording of transactions)
• Following Instructions
• Dealing with internal and external customers
• English written and verbal communication skills
• Numerical skills (calculations)
• Invoicing transaction process knowledge
• AR receipt and collection process knowledge
• Proficient computer skills (MS Office, IFS AR module)
• Telephone skills