Fresh Vacancies at Sun International

Description

• The Special Projects Administrator will be responsible for providing a wide range of administrative, project, and transactional support of a responsible, confidential and complex nature to support SunBet’s special projects and retail teams in order to ensure a seamless and consistent delivery to all clients, internal and external stakeholders.
• This will include administration around setting up and launching of retail betting shops, co-ordinating required site compliance notices and ensuring all preparation is finalised for regulatory audits and inspections to ensure a smooth and accurate delivery of retail product and services in line with SunBet’s objectives and relevant policy, procedures and compliance standards.
• In addition, the role will co-ordinate logistics and agree terms with various service providers such as retail property management companies with regards to promotional activations being run by SunBet’s mobile promotions teams. 
• This dynamic position requires the ability to anticipate needs, think critically, and offer solutions to problems with a high level of professionalism and confidentiality.

Requirements

Key Performance Areas

• Co-ordinate and track operational and special project activities, ensuring logistics and stakeholders are informed; that activities are tracked and measured and that there is follow-through in the execution of project activities in line with established frameworks, tools and legislative requirements (including e.g. Business development projects, Retail expansion projects, and the SunBet-SunSlots LPM partnership).
• Co-ordinate internal audit activities with site retail operators to assess compliance in outlets against Gaming Board regulatory requirements ensuring the integrity of online gaming operations and safeguarding customer information while actively monitoring for any suspicious activities and behaviours
• Keep up to date with SunBet product knowledge and all client-facing technology within the retail operations
• Co-ordinate the collection of data for retail cash players from various retail operations and compile a trend analysis to understand and report on player preferences and activities in order to share with management.
• Provide input into remedial actions or activities based on results e.g. promotion activations; betting events; compliance process flows, etc.
• Monitor retail outlets, equipment and resources and report issues related to network (connectivity/access/roaming/sim card etc), escalating challenges if necessary
• Monitor marketing collateral in retail outlets to ensure these are aligned with the SunBet brand and CI
• Utilise knowledge of sports betting products, services, and industry trends to effectively address customer questions, concerns, and complaints, ensuring prompt resolution as required when visiting retail properties
• Compile and distribute on-site activation schedules for promoters attending activations at various promotion venues
• Roster and schedule mobile promoter teams for various activations, ensuring there is sufficient coverage per shift
• Communicate with stakeholders, clients, and visitors around activation requirements
• ook activation venues and plan logistics according to requirements – number of people, equipment, times, access to floor, refreshments, etc.
• Troubleshoot and resolve customer issues related to the online betting platforms, mobile applications, and other digital tools, routing and escalating technical problems to the appropriate teams while ensuring timely follow-up and resolution
• Maintain comprehensive and accurate records of customer interactions, issues, and resolutions contributing to the ongoing improvement of customer service processes, procedures, and knowledge base

Education

• 3 - Year Diploma / Degree in Business Management / Compliance / Project Management.

Experience

• 1-2 years' experience in project co-ordination, audit or business administration.

Skills and knowledge

• Checking
• Collecting & Evaluating information (analysing, conceptualising)
• Contextual reasoning
• Managing customer & Stakeholder relationships
• Influencing & Asserting
• Managing risks / Following instructions
• Measuring Results
• Integrating (Connecting; Consulting; Collaborating; Resolving conflict)
• Interest in sports betting
• Project co-ordination
• Clerical administration tasks
• Computer literacy – MS Office
• English Verbal and Written communication skills
• Sports betting and gaming play management system knowledge
• Knowledge on roaming networks and sim control
• Demonstrating Integrity

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Description

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

Skills

• 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

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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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Job Purpose

• Accountable for leading the entertainment team in the strategic planning and day-to-day management and delivery of entertainment events, including large scale events for the complex from venue and production management to technical set-ups, logistics (including front of house), event planning and sourcing of suitable events and content aligned to the ‘Mind and Mood’ strategy, in line with Sun International standards, legislative requirements and regulations.
• The role will also be responsible for building and developing relationships with key stakeholders including impresarios, artistes, suppliers and entertainers; negotiating and structuring of deal sheets, asset management and venue sponsorship feasibilities with the aim of driving profitable footfall to the complex and maintaining the reputation of the business unit’s brand as the entertainment and casino establishment of choice. 

Key Performance Areas

Delivered Events/Entertainment Plans

• Collaborate with the Marketing Manager to build objectives and processes that will engage production houses in delivering entertainment productions and services in line with company standards.
• Conduct an analysis of competitor product offerings and interpret the current customer needs and wants relevant to marketing mix and business objectives.
• Monitor market trends to understand production / entertainment trends and brand relevance including product, pricing, and service provider offerings available in the market.
• Monitor entertainment products, service offerings and displays throughout the complex venues to ensure standards are aligned with the “Sun” brand.
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are relevant.
• Recognize and provide insights /solutions on trends, barriers, risks and opportunities that may impact the success of the production.
• Suggest marketing support initiatives to drive event attendance in collaboration with the marketing team.
• Compile an annual complex events / entertainment plan and calendar for the business unit including events and entertainment that are relevant and aligned to both existing and potential new customers.
• Oversee and manage the annual entertainment event/show calendar, plans and requirements for all complex venues.
• Compile events proposals/deal sheets (including recommendations, project plans, feasibility and costings) for all events and entertainment.
• Allocate resources for delivery of event and / or entertainment.
• Collaborate with the marketing team to provide marketing with the promoter/suppliers marketing and PR plans.
• Ensure all events / entertainment collateral is briefed into marketing as per the creative workflow process to ensure each event is advertised across the identified platforms
• Compile a risk analysis for the plan / event, including alternative plans in the event of a crisis.
• Identify relevant sensory stimuli as part of the ‘Mind and Mood’ sensory engagement identified by the business unit.

Events/Entertainment Management

• Oversee event set ups, technical riders including all other event related items to ensure in line with the business unit standards
• Source and approve suitable playlists, entertainers, props, decor and other related events / entertainment to ensure in line with the business unit standards
• Oversee the development and management of event and entertainment schedules and production plans
• Communicate objectives and production information to the team and key stakeholders to ensure delivery of the production against expectations
• Liaise with “visiting” production teams around their technical, stage and support staff requirements to ensure a seamless delivery at production
• Compile technical plans to deliver lighting, sound and stage requirements in line with expectations
• Collaborate with security to build and integrate security plans for the production/show
• Assist with the required technical duties (rigging, focusing, plotting, etc.), operating flying systems, basic stage work, operating lighting, sound and or AV equipment, etc.
• Hire or source any additional technical equipment requirements
• Organise and track the sourcing and storage of props, wardrobe and scenery requirements
• Be available to interact with production crew to build relationships, understand expectations and provide a hospitable experience for the lifespan of the show on site
• Implement responsibility check lists in line with contract for all service providers
• Conduct pre-event meetings and work with client and suppliers to understand the overall requirements for each event
• Be present during events and/or appoint a senior member of the team, to ensure a seamless execution in line with plans and resolve any escalated production issues
• Coordinate post-mortem feedback from operations and other stakeholders to evaluate the success and relevance of the entertainment / event offering

Stakeholder Relationship Management

• Build the supplier base to meet strategic supply chain objectives for entertainment
• Manage the execution of internal communication messaging around entertainment events to ensure cohesive messaging is aligned to corporate brand and all correspondence is accurate and up to date ** Source and select new service providers to assist in meeting entertainment / event deliverables
• Communicate with promoters and suppliers with regards requirements for specific events / entertainment, leveraging relationships to optimise the event within the set budget
• Liaise with multiple departments in the co-ordination and execution of entertainment / events
• Participate in media launches and promote and answer questions around current events
• Set up debriefs with management post each event to evaluate the success thereof
• Set up regular meetings with suppliers, stakeholders, sponsors and promoters to foster good working relations
• Manage the relationships and provide support to entertainers and the production team throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.
• Negotiate pricing to the mutual benefit of all parties.
• Obtain approval for itinerary from artist management and promoters.
• Conduct logistical arrangements as per itinerary i.e. transport, accommodation, food and beverage, technical riders, etc.
• Resolve any problems and queries in accordance with contract stipulations.
• Update partners on all event information.

Compliance Management

• Stay abreast of changing legislation relating to events and entertainment activities.
• Comply with the legislative policies and procedures that govern the safety of event management.
• Communicate with freelance technicians and technical agencies to ensure standard operating procedures and service level agreements are achieved across all complex venues and facilities.
• Implement sufficient control measures and checks (including equipment, systems and processes) within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all front of house and back of house areas to monitor compliance.
• Oversee the inspections of all venues equipment including fire-exits, and testing of alarms in line with regulations.
• Monitor compliance of technicians and production teams with regards to Fire, Health, Safety and Security regulations in line with group and unit standards, to address any areas of concern.
• Facilities and equipment are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand.
• Maintains records on health and safety compliance documentation, inspections and audits.
• Monitor audit results and address any areas of non-compliance.
• Monitor the sourcing, storage, securing and asset management of operating equipment.
• Collaborate with various stakeholders at the business unit to address and resolve areas of concern from a general operations perspective.
• Re-evaluate and update business continuity plans as and when changes are required to the ‘battlebox’ information.
• Organise and follow-up on a regular preventative maintenance schedule and necessary inspections of all technical equipment; handling any issues / risks identified.
• Organise proper storage facilities that are safe and secure.

Budget Management

• Manage the Arena’s Entertainment and event budget and expenses including:
• Develop and manage the department’s annual budget.
• Provide monthly input i.t.o revenue projection and actual expenditure to budget, revenue maximization activities and results (ROI).
• Cost management, to track and reconcile expenses to allocated budget.
• Feasibility analysis for sponsorships and risk ventures.
• CAPEX.
• Financial reporting for the function including month end reports, forecast budgets and financial analysis, and other reports as required.

People Management

• Manage staff conditions of employment, eg attendance, absenteeism, leave, adherence to policies and procedures.
• Manage productivities, rosters and payroll costs for the department.
• Identify employee training needs.
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the department.
• Manage employee relations within the department.
• Motivate and collaborate across departments to infuse engagement resulting in team effectiveness.
• Conduct performance contracts, reviews and development plans.
• Provide efficient processes and resources to remove obstacles to performance.
• Recruit and resource for talent for positions within the department.
• Manage the on boarding of new staff members.
• Arrange regular departmental meetings with actionable minute.s
• Embed the Sun Way culture and CLEAR principles.

Requirements

Education

• 2 Year of 3 Year Diploma in Marketing / PR / Events Management.

Experience

• Minimum of 10 years events planning and management experience for large scale entertainment and other events including 5 year in a management / supervisory role.
• Track record in acquiring of relevant entertainment content aligned to various target markets.
• Established network within the entertainment industry.
• Exposure in the gaming industry is preferred.

Skills and Knowledge

• Major events planning and management.
• Functionality of AV/ Sound equipment.
• Functionality of Lighting and stage equipment.
• Production Process ** Entertainment industry knowledge.
• Entertainment Product offerings and standards.
• Contract management.
• Knowledge and application of legislation relating to Safety, Health and the environment.
• Knowledge of Disaster Management act, SASREA, SAMPRA, SAMRO.
• Risk Management.
• Business and Financial Acumen.
• Proficient Computer Skills (MS Office / Opera/Mfiles/IFS).
• Project management.
• Presentation skills.