Fresh Openings at Sun International

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.

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

Requirements

Education

• Grade 12 or equivalent national qualification in gaming operations

Experience

• Previous experience in a customer facing role
• Demonstrated competence in all requirements (including an ability to deal blackjack and roulette) and participation as part of a practical Dealing School
• Ability to work shifts that meet operational requirements
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aids)
• Full visual acuity (ability to discern colours)
• Manual Dexterity – ability to handle chips and cards with both hands

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

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Job Purpose

• The Learning & Change Specialist will be responsible for the planning and implementation of the unit’s training needs analysis in collaboration with the business, with the aim of assessing and evaluating business needs and development gaps; advising on learning solutions and initiatives to assist in closing performance gaps and achieving business objectives, in line with legislation, BBBEE targets, Company standards and Sun’s Learning and Development framework.
• The role will also be responsible for the management of all development programmes at the unit such as internships, learnerships, graduate programmes, onboarding, etc.
• In addition, the role will also be required to co-ordinate and support the delivery of change management projects across business operations with specific regards to the people impacts of change due to process development/transformation and/or technology implementation.
• This will include providing plans, change management and administrative support for various projects, and to assist operators in identifying development gaps and programmes aligned to the change to ensure organisational readiness.
• The role will collaborate with the learning service providers on delivering content for functional programs and ensuring this content is embedded into operations through a change and communication process.

Key Performance Areas

• Gain a good understanding of strategic objectives, deliverables and performance challenges being experienced in the various areas of the business
• Partner with business unit HR and Group Learning and Development Consultants to facilitate learning needs analyses processes and results, relative to strategic and performance objectives
• Make use of relevant learning documentation, tools and templates to document and record learning and development discussions, analyses and reporting
• Troubleshoot queries and resolve challenges being experienced, around development needs learning interventions and learning programmes within the operations
• Conducts analyses of trends, development plans, survey results and assessment results to ensure that learning needs analyses support business strategy and goals
• Where trends are identified, conduct analyses (including observations / interviews) to investigate issues being experienced in the operations, diagnose and identify the route cause of the issue.
• Make recommendations on learning initiatives to improve performance and encourage the philosophy of a learning organisation that enables the development of talent and creates a high performing culture.
• Construct relevant learning solutions and provide advice to facilitate the implementation of learning solutions and interventions to address challenges and close identified gaps
• Collaborate with Group Learning an Development and Hospitality Intercontinental to source relevant courses or programmes to close gaps
• Assess the transfer of knowledge and skills and facilitate interventions to integrate learning back into the business operations
• In collaboration with business operations, provide advice to facilitate learning solutions and interventions to address challenges and close identified gaps
• Collaborate with the learning provider to monitor detailed work plans and schedules of activities needed to successfully complete the learning content development and design including the allocation of resources, escalating any potential challenges
• Prepare progress reports against the implementation plan
• Conduct ad hoc audits on learning data to ensure compliance and accuracy and integrity of data within allocated business units, highlighting any areas of concern
• Support the preparation of mandatory skills development plans and reports as required
• Implement measurement activities to evaluate the effectiveness of learning content to ensure stakeholder requirements are met and expected transfer of knowledge, skills and ROI is achieved
• Acts as trusted business advisor to influence HR and Learning operations teams, and Functional Managers in the areas of Learning and Development Policy, skills development legislation, BBBEE skills development regulations and the implications of decisions from a Learning perspective.
• Supports the relationship with learning providers through regular engagements to ensure learning content design, and performance objectives are achieved
• Assist business unit in the facilitation of learning programmes when required
• Be a change agent and communicate on change frameworks, plans and tools for functional learning and change projects; providing the necessary advice around skills and knowledge development
• Apply a structured methodology in leading employee change management activities in line with business changes and plans
• Work with clients to understand their needs and to agree the scope of each change project
• Engage stakeholders, business clients and leaders to obtain buy-in and / or agree on the change roadmap for the project
• Complete change management pre- and post-change assessments, including the potential impact of the change
• Collaborate and communicate with HR in co-ordinating the implementation of change and development programmes at unit level
• Consult and meet with project teams and stakeholders to ensure buy-in for implementation and assess hidden concerns
• Create actionable deliverables in a project plan for change management levers: including the development and implementation of communications plans, sponsor roadmaps, training plans, resistance management plans.
• Co-ordinate awareness and communication campaigns to inform relevant individuals of what is happening including newsletters, posters, etc.
• Identify, analyze, and prepare risk mitigation solutions to ensure the smooth delivery of the change into operations
• Facilitate the communication and training plans and logistics ** Plan and co-ordinate training interventions to support users / employees in delivering successfully against objectives
• Evaluate and ensure user readiness
• Monitor the execution of projects, escalating any issues and challenges with management
• Set up electronic files to ensure that all information is appropriately documented and secured
• Track budgeted project expenditures

Requirements

Education

• 3-Year Degree in learning and / or ODETDP

Experience

• Minimum 6 years experience as a Learning & Development facilitator including experience in learning design
• Experience in change management

Skills and Knowledge

• Interviewing Skills
• Skills Development legislation, BBBEE regulations on SD
• Learning needs analyses
• Learning & development methodologies in development, design
• Facilitation skills
• Change Management
• Business Acumen
• Project Co-ordination
• Proficiency in MS Office; Peoplesoft
• Communication skills (Verbal and Written)
• Personal Credibility & integrity
• Skills Development Reporting writing

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Job purpose

• Responsible for analyzing business requirements and product trends; coordinating procurement activities for the business unit, and managing supplier relationships, in line with Company standards and regulations

Key Performance Areas

Procurement Consulting

• Consult with business managers with regards their procurement requirements; product specifications; product performance; challenges; and future plans
• Proactively communicate on new product research and market trends around new products in the industry with relevant stakeholders in the business operations
• Interpret and present results from analyses to business, providing insights out of data to support the business in making decisions around products and new business services and opportunities
• Make recommendations around the best product and costing in line with brief received
• Discuss and debate best product options, providing the pros and cons of evaluated products
• Conduct quality assurance on products received
• Reconcile discrepancies between the expectations of management and information presented in reports
• Support business operations to resolve any problems and/or disputes within agreed times and SLA
• Follow-up with business around satisfaction; as well as any quality issues being experienced
• Monitor contracted products to ensure compliance against supplier agreements
• Feedback to Group procurement on any issues and challenges

Product Research & Analysis

• Conduct spend analyses and validate routine commodities
• Make use of analytics and interpretation of business intelligence data to identify trends in product performance and return on investment to facilitate business decisions around customer preferences and feedback on products and services
• Research product and package options, ensuring a thorough analysis and statistics of Market trends and options, relative to the business requirements (incl. the introduction of new and/or alternative suppliers)

Procurement

• Follow-up with suppliers on quotations, mode of shipping, and delivery time
• Order goods such as office supplies on a continuing basis in order to maintain certain inventory levels
• Obtain quotes, raise purchase order requisitions and generate purchase orders as may be required;
• Checks invoices for accuracy, and authorizes the accounts payable department to issue payment
• Works within a given budget to purchase goods and services for the unit
• Register projects, and maintain updated data on products and deliveries in the system and provide reports to business as may be required
• Monitors that products are delivered in a timely manner, and that the quality of the goods received is satisfactory

Stakeholder Engagement

• Liaise and maintain regular communication with the Group procurement team and business unit operations around their expectations; evaluation of current products and suppliers
• Be proactive in obtaining feedback from business operations around product performance and services being provided by specific suppliers
• Conduct market research and conduct competitor analyses around latest trends and opportunities in the field
• Present findings and recommendations to Group procurement team
• Keep up to date and maintain knowledge levels with latest trends in products, legislation and regulations

Requirements

Education

• CIPS accredited Advanced Certificate in Supply Chain Management / Procurement

Experience

• At least 3 years related experience in a tactical procurement position or as a buyer
• Exposure or experience preferably within the Gaming/Hospitality industry;
• Experience with IFS ERP would be a distinct advantage.

Skills and Knowledge

• Analytical and diagnosing data
• Reviewing - Assessing and evaluating feasibility; assessing compliance; efficiencies
• Checking and attention to detail
• Negotiation skills
• Influencing
• Building Positive Working Relationships
• Customer Centricity & Stakeholder focus
• Positive attitude and drive for success
• Ability to work without supervision
• Problem solving skills and innovative mind-set
• Integrity
• English written and verbal communication skills
• Numerical skills (calculations)
• Report writing skills
• Knowledge of Business operations and product specifications
• F&B and Gaming Product Procurement
• Computer literacy - proficient in MS Office (and advanced ** Excel); Qlikview and ERP systems
• Keep abreast of new developments in the procurement field
• Business acumen
• BBBEE requirements

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Job Purpose

• The Groups & Events Co-ordinator will be responsible to be the primary client contact for the successful planning, co-ordination and delivery of all events and conferencing across the business unit property with the objectives of creating a public image and the reputation of the business unit’s brand as the conferencing venue of choice.

Key Performance Areas

Co-ordinated Groups & Events

• Co-ordinate & sell logistical arrangements as per event itinerary i.e transport, accommodation, food & beverage with relevant stakeholders and departments across the business unit
• Conduct site inspections with client’s with regards venues and facilities
• Have an up-to-date understanding of facilities and products available for events and conferencing
• Attend pre-event meetings and work with client to understand their event and conferencing requirements
• Offer solutions in line with client requirements and facilitate requirements with third party suppliers including menus, décor, flowers, set-up, music, etc. where required
• Use any opportunities to upsell on the event
• Include billing instructions for the event on the function sheets, and track expenses
• Compile function sheets and distribute to relevant stakeholders and departments
• Record all correspondence from a company perspective to ensure brand is maintained
• Resolve any problems and queries in accordance with contract stipulations, and escalate when required

Delivered Groups & Events

• Compile the running order schedule to accurately reflect customer requirements
• Check that the venue set up meets technical (lighting, sound) and customer requirements
• Check the set-up requirements for entertainment, catering, décor, etc. in line with customer requirements and facilitate any necessary changes with relevant operationsl stakeholders (e.g. F&B, Banqueting, Entertainment, etc) at least 1 hour prior to start of event.
• Log calls with maintenance or IT to ensure resolution of any technical faults
• Communicate regularly with relevant stakeholders and relevant departments with regards potential problems, challenges and changes
• Escalate any issues / challenges being experienced
• Update any final amendments to function sheets and ensure the distribution to all event stakeholders
• Complete post event administration including: event information documents, arena attendance figures and billing.

Stakeholder Engagement

• Communicate with clients to understand their needs, event opportunities, as well as any challenges encountered during the planning and co-ordination of the event
• Communicate with suppliers / contractors with regards requirements for specific events / conferencing, leveraging relationships to optimise the event within the set budget
• Partner with suppliers in design and delivery of the conferencing / event requirements
• Liaise with multiple departments in the co-ordination and execution of conferencing and events including F&B, security, gaming, etc.
• Liaise with events and banqueting management to evaluate the post-mortem of the event.

Requirements

Education

• Grade 12
• 3 year Diploma in Hotel Management is preferred

Experience

• 1 – 2 years experience in a hotel environment
• Experience in event management an advantage

Skills and Knowledge

• Events Planning & Co-ordination
• Events Management
• Strong English Verbal & Written Communication skills
• Business Acumen
• Networking skills
• Financial awareness
• Emotional resilience and ability to handle pressure
• Proficient Computer Skills (MS Office / Opera)
• Professionalism

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Job Purpose

• The Reservationsist is responsible to coordinate and capture all reservations received through the contact centre, in line with Company procedures and service standards.

Key Performance Areas

Reservation Bookings

• Answer calls received by business unit reservations
• Greets clients in a friendly way and treats them with respect at all times
• Elicit information for mandatory fields
• Convert calls to bookings / reservations
• Upsell bookings to achieve best available rates on all booking requests
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Provides accurate information (including promotion information, functions, facilities, etc) to guests
• Interacts with the guest and provides service to resolve their individual queries
• Complete handover reports and files
• Send booking confirmation letters to clients and operations team

Accommodation System Data Integrity (Rooming Lists)

• Capture information needed to complete the reservation in the system accurately and efficiently
• Input and amend rooming lists in the system
• Upload and input market codes, source codes, nationalities and rates correctly into the system.
• Route and capture special requests on system bookings.
• Balance blocks after the rooming lists have been captured in the system
• Follow up on all outstanding rooming lists and payments
• Send System generated rooming lists to the Clients / Operations Team
• Pull reports from PMS and ORS – including arrivals, stats, rooming lists

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, 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

Requirements

Education

• Grade 12
• 3-Year Hotel School Diploma is an advantage

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office ; reservations or call centre environment
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Following Instructions
• Attention to detail
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience

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Job Purpose

• 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

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 necessary

Requirements

Education

• Grade 12

Experience

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

Skills and Knowledge

• Hotel Product Knowledge (facilities and activities)
• Front desk procedures
• Forex and cashiering knowledge
• Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)
• Upselling skills

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Job Purpose

• The Assistant Front Office 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 department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• On boarding of new staff members

Financial Control

• Authorise 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, 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

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

Experience

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

• 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
• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures
• Knowledge and application of legislation relating to Safety, Health and the environment

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Job Purpose

• The Night Manager is accountable for relieving the dayshift hotel management and supervising all operational activities across the hotel through the night (including front office reception; guest relations duties) as well as the auditing, posting and balancing of daily financial transactions related to customer accounts, 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 hotel is professionally executed in line with Sun International standards and legislative requirements.

Key Performance Areas

Night Duty Management

• Manage and monitor hotel activities on the nightshift, to ensure the smooth running of the hotel and consistent standards of excellence and safety.
• Conduct briefing for all staff during Night Shift.
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Act as manager on duty for the hotel in the absence of the hotel management, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion set-ups, troubleshooting in various areas.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems
• Maintain operational standards across the property (e.g. housekeeping, ma, etc)
• Ensure the collateral in public areas is professionally presented
• Complete shift reports

Night Audit

• Reconcile revenue against applicable segment rate.
• Reconcile cash against revenue generated (per shift).
• Audit, post and balance daily cashiers' work for outlets including, but not limited to, outlets in Rooms and Food and Beverage
• Monitor customer accounts, ensuring all supporting documentation is attached and reconciled, in line with SOP.
• Reconcile credit card system to daily transaction lists
• Generate activity reports for the day, highlighting any areas of concern

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 supervise 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
• 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
• Develop and update 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 department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• On boarding of new staff members

Financial Control

• Authorise 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, 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

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

Experience

• Minimum of 3 years’ experience as an 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

• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to stand for extended periods of time
• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures