Fresh Jobs at Sun International

Job Purpose

• Responsible for the effective day-to-day shift management of Food & Beverage operations (including restaurants, beverage operations with specific regard to achieving profitability for specific outlets; maintaining products and standards of operation; maximising customer satisfaction.
• Delivery of the F&B business objectives and developing a cross-functional talent pipeline within food & beverage.   

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.

Key Performance Areas

Deliver F&B Plan      

• Develop outlet objectives and deliverables in line with Unit F&B strategy.
• Facilitate the communication and implementation of F&B deliverables for outlets across the hotel.
• 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.

F&B 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.

F&B Product Enhancement

• Collaborate with the F&B Manager to complete a competitor analysis of food and beverage 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.
• Compile action plans for the implementation of approved projects.
• Measure ROI and performance on a regular basis.

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 multiple outlets.
• 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.

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 hotel / 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.

Requirements

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level 

Experience

• 6 years in the food and beverage industry of which at least 2 years' experience in a supervisory role within the food and beverage environment 
• Skills and Knowledge
• Core behavioural competencies
• Planning
• Decision-making
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Problem-Solving
• Stakeholder relationship management
• Attention to detail
• 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

Technical / proficiency competencies

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Specialty beverage knowledge – wine, barrister
• Team Planning
• Operational Management
• Product Development
• Stock control
• Advanced written and verbal communication skills
• Proficiency in MS Office Suite, Micros / Opera is preferred
• Business Acumen
• Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment

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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 Front Desk / 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. 

Key Performance Areas:

Delivered Guest Relations Plan 

• Develop guest relations objectives and deliverables in line with business unit 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 to relevant staff and stakeholders within the unit
• Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc. 
• Act as the point of contact for event organisers and facilitate the co-ordination and management of site inspections, educationals and special events
• Manage the online reputation for the business unit – monitoring platforms such as  TripAdivor; Booking.com, and ensuring that guest feedback (good or bad) is recognized and responded to
• Review and manage customer feedback received via various channels e.g. Inquba respond to good or bad customer feedback

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
• 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

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 and disciplinary processes (when necessary) 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
• Capex

Cost management

• Financial reporting for the function including 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 hotel 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, personalising 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 

Requirements

Education

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

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 

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

Skills and Knowledge

• Corporate & industry knowledge
• Quality Assurance
• Product knowledge & standards – rooms, facilities, promotions, etc.
• 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