Fresh Jobs at Sun International

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 service 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 - Identify customers and understand their preferences
• 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
• 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 an advantage 
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Ability to follow Instructions as provided and ask questions as required
• Team co-operation

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Job Purpose

• Responsible to supervise the day to day delivery of the food and beverage service and team within a specific outlet/conference centre with the objectives of maintaining standards of service; enhancing the customer experience; and controlling operating equipment and stock in line with Company standards.

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 outlet
• Cash-ups at the end of the shift

Food & Beverage Product Offering:

• Monitor service offering / products and pricing within F&B outlets on the casino floor
• 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 operating equipment
• Monitor stock control and operating equipment control processes
• Investigate variances / discrepancies and take necessary action to correct

Conferencing product:

• Liaises with clients
• Attends pre-conference meetings
• Provides client with relevant solutions / options for conferencing
• Conduct QA to ensure set-up is in line with client requirements
• Is present at functions to ensure execution is in line with client requirements
• Manages staff appearance and floor appearance/ functioning of equipment and systems 
• Control and management of stock and operating equipment as per SOP 
• Liaises with Technical to ensure maintenance schedule plan is adhered to
• Monitors and reports on functions
• Conducts post-mortem on events and makes recommendations for improvements
• Provides ideas and solutions that are innovative and in line with industry trends

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
• Manage employee relations within the department
• 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:

• Authorise spend in line with budget
• Conduct accurate 10, 20-day stock takes for the outlet in line with Company process. 
• Report on any variances for the outlet

Deliver Customer Experience:

• Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
• Handle and resolve any quest special requests, queries or complaints
• Shift hand over ensures that staff can provide customers with relevant service
• Understand, record and implement special requirements for return guests and VIPs

Technical competencies

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Speciality Beverage Knowledge – Wine, Barrister
• Team Planning
• Operational Management
• Product Development
• Stock Control
• Intermediate Computer Skills
• Micros / Opera is preferred

Core behavioural competencies

• Problem solving
• Implementing and co-ordinating resources
• Assessing and evaluating information
• Planning
• Decision-making skills
• Developing relationships
• Analytical thinking
• Results orientation

Requirements

Education

• Matric
• 3-Year Hotel School Diploma or equivalent national qualification in hospitality at Diploma level.

Experience

• 3-4 years in the Food and Beverage industry including experience in banqueting, in-room dining, and/or restaurant operations.
• Food and Beverage experience in a Casino environment would be an advantage

Skills and Knowledge

• Collecting Information
• Team Co-operation
• Verbally Informing
• Supervising
• Dealing with Customers
• Appraising & developing
• Problem-Solving 

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Job Purpose

• The Guest Relations Officer is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

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

Co-ordinated Guest Activities

• Attend promptly to customers' enquiries and assist them with co-ordinating activities during their stay including:
• Restaurant reservations
• Game drives
• Transport
• Sporting and entertainment activities
• Any other activity as is relevant to business unit facilities
• Liaise with suppliers in co-ordinating guest activities
• Provide feedback to guests with regards confirmation of arrangements of leisure activities or any challenges experienced
• Assist with answering the telephone at the concierge desk and porte cochere
• Handle guest complaints, and escalate when required.
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. 
• Be present in the hotel lobby and maintain proper decorum at all times.
• Escort guests to their rooms and explain hotel facilities
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

Stakeholder 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 guests and understand their preferences
• Educate guests on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Communicate and update the business unit and relevant departments, as well as external suppliers with regards special requests.
• Build effective internal and external relationships to ensure synergy of guest experience
• Follow up with internal departments to ensure that guest requests are met on time

Requirements

Education

• Grade 12

Experience

• 2 years experience in a customer service environment, preferably in a hotel environment 

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Knowledge of an additional language (relevant to market) is an advantage

Skills and Knowledge

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

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Job Purpose

• The Butler will be responsible for greeting and checking in guests, making dining and entertainment arrangements and keeping guest rooms and suites up to the hotel and guest standards.

Key Performance Areas

• 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
• Educate customers on business unit facilities, products, reward programme and current promotions
• Recommend, upsell and arrange for amenities and activities for guests
• Serve meals and pour drinks for guests
• Keep up to date on all hotel policies on safety and hygiene
• Display a thorough understanding of the inventory, consumables on offer, menus and food outlets
• Communicate with the kitchen regarding menu questions and product availability
• Keep relevant departments informed about guest allergies and food preferences.
• Fulfil guest's requests and liaise with respective departments: laundry, wake-up-call, spa bookings, errands, concierge, transport and any special requests etc.
• Record transactions and order items on relevant system
• Updates guest feedback and comments on to relevant system
• Checks in with guests to ensure satisfaction with each food course and/or beverages.
• Inform housekeeping department the time desired for the daily cleaning and turn-down service
• Possess knowledge on accommodation features: lay-out, room type, location, decor, in room facilities and equipment
• Monitor stocks of items, and re-stock where applicable
• Anticipate guests' needs and provide a seamless service to them to acquire any items they need and provide them with fast, timely service for all of their needs.
• Provide billing to guests where relevant
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Requirements

Education

• Grade 12 (with relevant experience) 

Experience

• 2 years’ experience as a butler/within a customer service industry providing personalised guest experiences

Work conditions and special requirements

•  Ability to work shifts that meet operational requirements
• Physically able to move operating equipment

Skills and Knowledge

• Collecting information
• Assuring Quality
• Creating Customer Experiences
• Following procedures
• Organising and coordinating resources
• Responding with urgency
• Acting with energy and enthusiasm 

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Job Purpose

• The Concierge is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering

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

Co-ordinated Guest Activities

• Acknowledge and greet all guests with a friendly smile and  treat guests with respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Attend promptly to customers' inquiries and assist them with co-ordinating activities during their stay including:
• Restaurant reservations
• Game drives
• Transport
• Sporting and entertainment activities
• Any other activity as is relevant to business unit facilities
• Provide feedback to guests with regards confirmation of arrangements or any challenges experienced
• Assist with answering the telephone at the concierge desk and porte cochere
• Handle guest complaints, and escalate when required.
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. 
• Be present in the hotel lobby and maintain proper decorum at all times
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

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

Requirements

Education

• Grade 12

Skills and Knowledge

• Dealing with Customers (including managing conflict) 
• Problem solving 
• Developing relationships 
• Checking 
• Collecting information 
• Verbally informing 
• Team Player 
• Presentable, courteous individual 
• Hotel Product Knowledge (facilities and activities) 
• Communication skills 
• Telephone skills
• Listening skills 
• Proficient computer skills (MS Office, Opera) 

Experience

• 2 years experience in a customer service environment, preferably in a hotel environment

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Description

• Responsible to provide exceptional, personalised luggage, transport and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is memorable. 

Key Performance Areas

Prepared Work Environment

• Identify issues with regards the workstation appearance/ functioning of equipment and systems
• Conduct inspections of vehicles and identify any issues to be addressed
• Check overall cleanliness of vehicles, parking areas and general porte cochere area
• Check fuel levels and ensure car is ready to transport guests
• Review the arrival and VIP lists daily and understands special requirements
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling
• Co-ordinate the scheduling of maintenance of vehicles when necessary
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities

Transporting services

• Co-ordinate and park vehicles of visiting guests and residents
• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
• Greet all guests when they enter the vehicle; and assist disabled guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Plan routes to destination
• Log transport to external destinations and file necessary documentation
• Raise charges 
• May be required to collect and deliver other items as requested by management

Delivered Luggage Services

• Collect guest luggage and equipment on arrival and take through to front desk
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Collect, tag and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

• Be present at the porte cochere and maintain proper decorum at all times.
• 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 solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and porte cochere

Requirements

Education

• Grade 12 

Experience

• Experience in a customer service environment is an advantage 

Work conditions and special requirements

• Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
• Physically able to stand, drive, lift luggage and move around as per job requirements
• Have an open attitude to perform similar functions to those contained in this document , in alternative outlets due to operational requirements

Accreditation/Registration/Licenses

• Public Driver’s Permit (PDP)
• Valid Driver’s licence Code 10 with a clean driving record

Skills and Knowledge

• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera
• Read directions and maps
• Make use of a GPS device
• Driving skills