Fresh Openings at Sun International

Job Purpose

• The Gaming Technical Shift Manager manages the day-to-day delivery of the gaming technical operation and team with the aim of ensuring gaming product availability and performance in line with Guest expectations; and aligned to Company Standards and Gaming Regulations.

Key Performance Areas

Shift management:

• Manages the day to day operation in the gaming technical department 
• Manages the output task register
• Duty allocations/ Handovers / shift reports / dispute handling / floor walkabouts
• Reports gaming equipment anomalies and repairs to gaming management
• Quality assures work orders
• Schedules planned and preventative maintenance
• Verifies and resolves escalated disputes and incidents
• Follows up on progress of allocations and makes adjustments if required
• Liaises with Internal and External customers/ stakeholders

Key bunch maintenance:

• Keys, IFS, and money declarations
• Attends required meetings
• Keeps departments / staff informed of information required to meet their needs

Gaming Product:

• Evaluates gaming products
• Conducts walkabouts to check product condition
• Technical assessments
• Manage technical requirements of product moves
• Researches products / keeps up to date with development
• Compile and manage the delivery of the scheduled maintenance plan
• Trains staff to use products efficiently
• Monitors and reports on product availability / uptime
• Master file system maintenance

Reporting and Administration:

• Consolidates, verifies and distributes Analytical Reports: (Including but not limited to) 
• Shift reports
• Month end Feedback reports
• Note acceptor reports
• Card acceptance reports
• Power Supply voltage reports
• Suspicious meter movement reports 
• Card update failures
• Network stats checks
• Performance reports
• Progressive Reports
• IFS Reports
• Cash Handling Equipment Reports
• Makes recommendations to address shortfalls
• Captures relevant data
• Ensures RGP information is displayed
• Provides feedback to HO and Suppliers

Compliance management:

• Customise technical standards for the unit
• Communicates standards to all relevant parties
• Manages and audits Standard Operating Procedures
• Identifies new legislation changes, risks an opportunities to maintain the SOPS
• Standards include ordering of locks and keys, game software, SAMS, shift control keys
• Master file system audits

People supervision and Development:

• 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
• Guides and coaches employees
• Participates in the recruitment and selection of new technicians into the department

Customer Relationship Management: 

• Investigates and resolves customer disputes
• Promotes customer service programmes
• Manages guest Interaction and Service
• Identifies and responds to customer feedback to improve the offering

Financial Control: 

• Controls spend and product buying in line with budget
• Prepares orders and follows up on progress
• Sources, checks and signs quotations
• Manages stock control processes and standards

Supplier Relationship Manager:

• Regular communication and relationship building
• Manages Supplier SLA’s
• Selects and manages suppliers as per procurement policy 

Requirements

Education

• N6 National Electronic Certificate (light current) with relevant experience or S2 or National Electronic Diploma (light current) or Equivalent qualification 

Experience

• Certification/Accreditation/Registration/Licences: Meet the criteria for a Key Gaming Licence and FICA
• Work conditions and special requirements: Ability to work shifts that meet operational requirements and physically able to move and carry operating equipment in line with job requirements 

Skills and Knowledge

Core behavioral competencies:

• Planning
• Motivating others / gaining co-operation
• Decision-making
• Training
• Coaching
• keeping abreast of new developments in the field
• Analysing / Diagnosing product / machine Performance
• Investigating skills
• Reviewing - Assessing feasibility
• Assessing
• Compliance efficiencies
• Problem-Solving

Technical/ proficiency competencies

• Gaming Component Research & Development
• Gaming Product knowledge (Slots Technical)
• Gaming Regulations and compliance procedures
• Gaming Revenue Analysis & forecasting
• Gaming Product Analysis
• Operational Management
• Proficient Computer Skills
• EGS is an advantage
• Communication skills (written and verbal) 

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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.

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

Skills and Knowledge

• 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
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash

Key Performance Areas

• 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.
• Deal the relevant tables games (blackjack, Poker; Punto Banco, Palette; 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 
• Greet all guests with a friendly smile, acknowledge on arrival and departure, ensuring respect at all times
• Interact with guests and provide professional service standards and solutions
• Identifies customers and escalates as per RGP and FICA requirements 

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Job Purpose

• Responsible to supervise and monitor the casino tables operation to ensure an exceptional guest experience during game play in accordance with company standards and gaming regulations. 

Key Performance Areas

• Tables Inspection
• Monitors Gaming Tables and Dealers
• Ensures relevant game information is communicated
• Keeps Gaming Floor Manager informed of information relevant to the games
• Provides audible and precise game commentary
• Communicates equipment defects
• Validates pay-outs
• Accurately tracks guests play on Casino system
• Identifies and escalates cheating and suspicious activities
• Controls discretionary/ complimentary spend
• Float management
• Opening and closing of tables
• Communicates any special guest requirements or events to other relevant operating departments
• Provides feedback and reports back to management on the performance and challenges on the tables floor
• People Supervision
• Supervises employees to ensure that staff uniform, hygiene and appearance is maintained
• Conducts performance contracting, reviews and development
• Identifies performance gaps
• Conduct coaching and on job training
• Identifies and addresses misconduct issues
• Keeps records of coaching discussions
• Informs department / staff of information required to perform the duties and tables floor operation effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Delivered Customer Experience
• Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times
• 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.
• Report on any issues experienced and solutions executed 

Requirements

Education

• Grade 12 or equivalent national qualification in gaming operations
• An additional supervisory qualification is preferred 

Experience

• 1 year experience as a Tables dealer or previous Supervisory experience preferably obtained in the gaming industry
• Work conditions and special requirements
• 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)
• Certifications/Accreditation/Registration/Licenses
• Meet the requirements for a gaming license and FICA 

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)
• Inspecting 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
• Proficient MS Office skills 

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Description

Main Purpose of the Job:

• To prevent loss of life or bodily injury. Reporting to the Waterpark Lifeguard Supervisor, the successful applicants will undergo Waterpark training in accordance with Company processes and procedures.

Knowledge

• Administers First Aid and CPR as per best practice
• Ability to carry the rescue technique chosen
• Assesses the situation and selects the best rescue technique to the situation
• Manages and monitors patient’s progress
• Is recognized as an expert in his/ her field Aligns output with legal requirements
• Is sympathetic without apologizing or accepting liability
• Keeps qualifications up to date via compulsory annual retests
• Educates guests on policies and procedures to ensure safety
• Knows what information to convey and maintains records as required by SOP
• Keeps up to date on changes to SOP and acts in the companies best interest
• Recognizes risks and potential injuries before they become a problem
• Is familiar with area of responsibility and recognizes patterns to provide detailed feedback
• Patrols high risk areas and blind spots
• Views all aquatic levels and responds accordingly
• Removes obstacles and risks

Core Behavioral Competencies

• Lifegaurd services / Advanced First Aid
• Teamwork
• Legal
• Fun
• Business Policies and Procedures
• Courage
• Vigilance and attention to detail 
• Ethics
• Assertiveness
• Innovation
• Communication
• Respect
• Supportiveness
• Focus
• Physical ability (sight, strength, fitness etc)
• Passion

Key Performance Areas

Rescue and Emergency Care

• International and national Safety standards maintained
• Reaction times within national best practice and company standards
• Care provided is relevant to injury as per SA Life Saving Association best practice
• Reaction is relevant to company codes for emergency
• Code 1: Life threatening medical emergency – save life!
• Code 2: Severe injury – request assistance
• Code 3: Guest complaint

Facility and Activity Control

• International and national Safety standards maintained
• Facilities and activities controlled as per SOP/ daily checklist
• Risk assessment ensures safety and security as per SI SLA’s
• Threats identified and removed proactively
• Controls meet international best practice
• Injuries sustained cannot be ascribed to negligence
• Structured and ordered as per SO

Injury Prevention

• All SOP’s adhered to and facility rules are enforced
• Information has been provided to guest proactively
• Injuries sustained cannot be ascribed to negligence
• Threats (hazardous situations and behaviours) identified and removed proactively
• Controls meet international best practice

Guest Service

• Grooming and dress code as per SOP
• Visibility as per SOP/ shift roster
• Guest interaction as per SOP

Requirements

Education, experience and competencies required:

• Matric / Grade 12 or Grade 11 with Lifeguard Award (NQF 4)
• Certified in (current and up to date through annual re-tests)
• Lifeguard award (LGA surf)
• LGA pool
• 2 years in a lifeguard or medical field (e.g. EMS, paramedics, etc.) essential
• Experience Working in a service industry an advantage

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Main Purpose of the Job:

• Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering

Work Conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around as per job requirements
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Core Behavioral Competencies

• Dealing with Customers
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Co-operations

Technical / proficiency competencies

Knowledge

• OE usage and storage
• Waterpark, Operations and Hotel Product Knowledge (facilities and activities)
• Communication skills

kills

• Basic PC skills
• Basic knowledge of Opera

Key Performance Areas

Customer Service Preparation

• Identify issues with regards to the Waterpark appearance/ functioning of equipment and systems
• Check overall cleanliness of the Waterpark
• 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 Waterpark facilities, promotions, and activities

Service Execution

• Greet all guests with a friendly smile, acknowledge on arrival, and departure and always treat guests with respect
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Assist in checking in VIP guests at Waterpark
• Escort guests to VIP section and explain facilities
• Attend promptly to customers' inquiries and assist them with their needs.
• Assist with answering the telephone at the concierge desk and porta 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 and always maintain proper decorum.
• Promotes and upsells the facilities of the Waterpark and knows the surrounding areas when asked for directions.

Stakeholder Relationship Management

• Communicate and update the business unit and relevant departments with regards special requests.
• Build effective internal relationships to ensure synergy of guest experience
• Follow up with internal departments to ensure that guest requests are met on time

Job Complexity

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, experience and competencies required:

• Matric / Grade 12
• Grade 12 preferred or Grade 10 (with minimum of 2 years relevant experience as a hostess)
• 2 years’ experience in a customer service environment