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The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well located casinos, and some of the world’s premier resorts....
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Job Purpose
The Reservations Manager has responsibility and accountability for the management of the reservations team and hotel accommodation reservations process for both Groups and Individuals, in line with Company procedures and professional service standards, with the aim of maximising room revenue.
Education
- 3-Year Hotel School Diploma
Experience
- 5 years front office, reservations or rooms and inventory management experience
- Experience at a supervisory level will be an advantage
Skills and Knowledge
- Accommodation pricing structures
- Inventory Management (Rooms, conferencing & events)
- Rooms Product knowledge
- Reservations
- Business Acumen
- Proficient MS Office skills
- Working knowledge of Opera suite; Ideas (advantage); Qlikview or similar BI tool
- Coaching
- Selling skills
- Industry knowledge
- Decision-making
- Reviewing / evaluating (feasibility / compliance / alternatives/ etc.)
- Attention to detail
- Developing relationships
- Innovation & continuous Improvement
- Customer Service orientation
- Analytical skills
- Influencing skills
- Controlling & directing resources
Key Performance Areas
Hotel Accommodation Reservations Management
- Review reservations booked daily for quality assurance and data hygiene e.g. market
- segments, country of origin, agent profiles, rate codes, customer profile
- Review arrival report daily
- Maintain the in-house reservations system
- Monitor system and keep guest profile duplications to a minimum.
- Prepare occupancy forecast of current and future business
- Monitor and co-ordinate group reservations activity with events team
- Review payment received against bookings prior to arrival
- Follow-up on tentative bookings and update reservation status in the system
- Review no-shows, cancelled reservations and process charges according to hotel policy
- Work with team to convert calls and queries into bookings / reservations
- Upsell bookings to achieve best available rates on all booking requests
- Oversee the communication and confirmation of letters to clients, as per their booking
- requirements
- Maintain relationships with all departments within the hotel, and attend relevant meetings
- to ensure important reservations information is shared with the team
Rooms Merchandising
- Complete rooms merchandising reports and statistics with regards short-term forecasting
- and yield management initiatives to achieve rooms merchandising targets.
- Monitor and make recommendations to adjust plans in line with results and current
- /forecasted bookings including overbooking statistics, to optimize rooms merchandising
- Monitor and review reservations bookings, analysing the data in terms of market segments
- and channels for rooms merchandising by hotels
- Track and analyse merchandised activity
- Facilitate the revenue planning process around merchandising dates, segments, etc. in
- collaboration with hotel managers
Accommodation Data Standards & Compliance Management
- Monitor Reservations standards, systems and processes and align practices with new
- legislative compliance and company policy (such as PCR compliance, POPI)
- Develop templates, checklists and tools in line with operational requirements
- Align practices with legislative compliance around health, hygiene, safety and the
- environment (ensuring relevant inspections are completed)
- Implement sufficient control measures (including systems and processes) & checks within the
- department to mitigate any risk to the business and ensure data hygiene.
- Conduct internal compliance audits to monitor compliance
- Encourage a customer service culture and ensure all staff are trained to deliver the
- departmental objectives in line with standards.
- Work with internal stakeholders to identify risk areas and address these including checking
- of payment method compliance.
Customer Experience Management
- Monitor team’s interaction with guests, ensuring they 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 during the reservations process
- that will support brand loyalty and ensure SI as the brand of choice
- Keep up to date on Group and unit promotions and conduct staff training on product
- knowledge / promotions (including promotion information, functions, facilities, etc)
- Provide post-mortem feedback with regards promotions to ensure these are always
- relevant and effective
- Shift handover ensures that staff have sufficient insights and information with regards
- customers visiting the property
- Interact with various departments across the hotel to ensure all traces, special requests and
- comments are communicated to relevant departments
- Analyse and understand customer preferences, and ensure their booking profile is updated
- accordingly
- Continuously engage with customer to receive their feedback and enhance the customer
- experience within the area of responsibility
- Monitor and manage the hotel’s online reputation with the executive office
- Develop and maintain strong relationships with guests to maximise sales opportunities and
- generate new business
People Management
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to
- policies and procedures
- Manage productivities, time & attendance, and payroll costs for the department
- Identification of employee training needs
- Perform on the job training on SOPs and coaching to close developmental gaps and build
- succession for a talent pipeline within the function
- Manage employee relations within the department
- Staff communication and motivation
- Conduct performance contracting, reviews and development
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- Onboarding of new staff members
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Job Purpose
Responsible to collect, deliver and transport guests around the property and to external destinations safely, throughout their stay in the hotel, ensuring that the customers’ experiences remain exceptional, personalized, and worth remembering.
Education
Experience
- Experience as a driver
- Public Drivers Permit (PDP)
- Valid Driver’s License Code 10 with a clean driving record.
- Experience in a customer service environment is an advantage.
- Ability to work shifts that meet operational requirements (including weekends, public holidays, and shifts)
- Physically able to stand, drive and lift luggage 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.
Skills and Knowledge
- Dealing with Customers
- Problem solving, Checking and Collecting information.
- Verbally informing, Team Co-operations
- Patience, Friendly, presentable individual.
- Emotionally stable.
- Able to work under pressure.
- Read directions / map.
- Make use of a GPS device.
- Driving skills.
Key Performance Areas
- Conduct inspections and identify any issues with regards own workstation appearance/ functioning of vehicle and systems
- 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 familiar with the hotel and resort facilities, promotions, and activities.
- 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
- 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
- Co-ordinate and park vehicles of visiting guests and residents
- Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
- Log transport to external destinations and file necessary documentation
- Raise charges.
- Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination.
- May be required to collect and deliver other items as requested by management.
- Be present at the porte cochere and always maintain proper decorum.
- Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them, and always ensuring respect.
- 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.
- Explains and upsells hotel facilities, products, reward programme and current promotions.
- Assist with answering the telephone at the concierge desk and porte cochere if required.
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Job Purpose
Responsible for the effective management of financial controls, reporting and accounting and operational team management with specific regard to achieving business profitability and improving financial operational standards in the unit.
Education
Experience
- At least 5 years’ experience in a general financial management environment.
- Experience in a hospitality/gaming environment an advantage.
Skills and Knowledge
- Decision-making
- Analysing / Diagnosing performance of the department
- Reviewing - Assessing feasibility; assessing compliance; efficiencies
- Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
- Controlling people and non-people resources
- Influencing & negotiating skills
- Attention to detail
- Business Acumen
- Building Positive Working Relationships
- Customer Centricity & Stakeholder focus
- Drive for Results
- People Management
Key Performance Areas
Key outputs
Delivered Operational Financial Accounts
- Oversee the financial reporting and analysis for F&B and hotel outlets on the property to ensure the financial performance and position of the company is accurate, up-to-date and complete.
- Monitor and manage productivities and payroll costs for the departments
- Oversee the completion of stock control processes.
- Investigate unusual variances relative to budget and previous year
- Conduct an analysis of F&B and Hotel business results and identify relative trends to ensure realistic forecasts
- Find solutions to resolve anomalies and follow-up to ensure execution or change in procedure
- Review Kofax Total Agility (KTA) queries for resolution
- Send manual payments to Shared Services Centre (SSC) for payment
- Assist SSC with AP accruals at month-end
- Request invoices to be created from SSC and distribute to concessionaires, rebates, sponsors, sundry
- Provide details of AR credit notes to SSC
- Request customer refunds to be paid by SSC
- Request bank transfers between accounts where required
- Request disposals, scrappings, impairments, revaluations of fixed assets
- Request vouchers to be processed by SSC via KTA.
- Provide details of departmental recharges to the SSC for processing
- Obtain details of changes to allocations after HODs have reviewed departmental income statements. Forward to SSC.
- Conduct spot checks on cash-ups
- Compile monthly and quarterly forecasts
- Compile annual Budgets and quarterly forecasts
- Manage departmental Capex requirements
- Review financial risks (on Risk Register) quarterly and address mitigating and aggravating circumstances.
Compliance Management
- Oversee accounting standards and processes at a unit level
- Focus on improving processes in the unit
- Integrates Group standards into Unit Operations
- Align and update practices with new legislative and tax regulations
- Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
- Monitor compliance to financial procedures, costs, controls and productivities
- Complete relevant statutory returns
- Complete Annual Insurance declaration accurately according to unit financial position and requirements.
- Lodge liability claims and follow up to ensure resolution according to legal and policy requirements.
- Communicate standards and regulations with team to ensure compliance is achieved
Financial Reporting
- Co-ordinate month end and year end activities and reporting
- Co-ordinate internal and external financial audits
- Commentary on monthly management accounts
- Assistance with annual financial statements
- Financial reporting on departmental projects and initiatives
- Compile tax packs
- Compile quarterly board packs
- Interpret results and provide value-adding recommendations to optimise financial performance (with regards product, process and practices) within the various areas of the operation.
- Compile and provide reports in line with Gaming Board and management requirements that assists stakeholders in making relevant decisions
People Management
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
- Identification of employee training needs
- Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
- Manage employee relations within the department
- Staff communication and motivation
- Performance contracting, reviews and development
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- Onboarding of new staff members
Stakeholder Relationship Management
- Act as the SME on Financial statutory legislation and tax requirements
- Communicate actively with departmental managers to review cross-departmental impacts and reconcile data
- Communicate with Financial Operations Manager and report on revenue and financial position as required
- Liaise extensively with the SSC to ensure all processes are being followed
- Partner with Business Managers to ensure management are kept updated on latest developments; risks identified and recommendations
- Provides support and training to accounting teams
- Manages non-conformance issues
- Monitor financial performance of various departments and consult with Functional Managers on results and areas of concern
- Report and consult with management on risk areas and remedial action to be taken
- Present results to management
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Job Purpose
-
The Social Media Lead will be responsible for the creation, implementation and analysis of Sun International’s social media plans for the various business unit properties. The role is responsible for content creation, live coverage, community management, ORM and the integration and measurement of social media marketing campaigns across multiple channels to maximise the company’s reach and engagement, with the aim of expanding Sun International’s online social audience and maximising the revenue potential for the business.
Education
Experience
- At least 6 years’ experience working within a digital role, with minimum 3 years’ experience in social media engagement
- Experience targeting specific goals, focused metrics and KPIs on social media marketing successes and wins.
- Experience in the use of SEO Tools and Google Analytics and social media platforms for measuring and reporting
- Minimum 3 years’ experience working with digital paid media specialist/agencies to implement social media campaigns
- Running social media competitions and engaging campaigns
- Experience in the gaming and hospitality industry is an advantage.
Skills and Knowledge
- Analysing
- Creating and improving
- Sourcing information
- Applying expertise and technology
- Taking ownership
- Responding with urgency
- Integrating (Connecting; Collaborating; Consulting; Relating)
- People supervision
- Strong verbal and written communication skills
- Project management
- Advanced proficiency in MS-Office Suite (Word, Excel, PowerPoint, Outlook, Adobe)
- Basic/intermediate photoshop, design and photography/videography skills
- Copywriting skills
- Advanced knowledge of SEO best practices
- Use of social media scheduling and moderation tools for organic and paid content
- Advanced knowledge of social channels
- Advanced knowledge of paid social media
- Basic/intermediate Google Analytics
Key Performance Areas
- Understand market segments and customers’ characteristics and online preferences and develop plans for generating meaningful content to drive increased traffic, engagement and brand visibility
- Offer expertise and support to business unit operations in creating and monitoring social media plans for Sun International gaming properties on various channels including Facebook, Twitter, Instagram and other relevant platforms
- Schedule and publish relevant, high quality, compelling social content; working closely with PR to leverage campaigns and content; and with properties on concepts and promotional requirements
- Work closely with paid media on budget and campaign planning, ongoing optimisation, analysis and reports for digital paid campaigns on social channels (Facebook, Instagram, LinkedIn, YouTube etc.)
- Perform live event coverage on social media platforms
- Monitor and manage Sun’s online reputation management
- Monitor Sun’s online social community management including reviewing follower/fan patterns via Adobe social listening, tracking and tagging; attending to inquiries that come through Direct Messaging / Inbox; and leveraging social paid ads to promote content and increase audience reach
- Grow the overall brand community by engaging with new users on relevant platforms such as Facebook, Twitter, G+, Instagram, YouTube, etc. and build relationships with regular custom audiences.
- Identify and form key relationships with influencers, celebrities and brand ambassadors
- Encourage user-generated content by interacting on the platforms and staying relevant, alerting business to any issues and / queries
- Monitor effective benchmarks for measuring the ROI impact of campaigns and compile a range of reports on the effectiveness of campaigns in an effort to maximize results and grow the online business.
- Research and benchmark social media trends and advise on upcoming and new social channels, technology and techniques to ensure the brand remains cutting edge, and relevant to leading practice in the industry
- Conceptualise and run social media competitions
- Provide guidance in the use of social media to property marketing teams
- Maintain regular communication with the social media administrator and marketing teams on project development, timelines, and results
- Provide support and deal with troubleshooting any escalated concerns from the team, providing any necessary coaching
- Provide team supervision to monitor conditions of employment and enhance engagement and motivation to nurture a performance driven culture.
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Job Purpose
Sun Bet as the online sports betting division of Sun International drives the online gaming and sports betting strategy and business objectives, providing thought leadership and advice on product performance, revenue growth, operational governance and service standards, as well as building strategic relationships and partnerships with key stakeholders; and leading the integration of online sports betting projects into operations.
Promoters, in the Sun Bet team, will be responsible for proactively identifying opportunities to engage clients during SunBet activations and events to canvas and generate good quality leads for the business. The role will cultivate relationships with potential and current SunBet customers through identifying, co-ordinating and managing on-site activations to ensure these relationships remain strong, profitable and grow the referral database for future lead and customer acquisition opportunities. The role may also be required to provide a wide range of administrative and support services in this regard in line with Company procedures and standards.
Education
Experience
- Minimum 2 years experience in a customer service, a contact centre or sales environment
- Having an interest and experience in sports is an advantage
Skills and Knowledge
- Organising and Coordinating Resources
- Checking and Documenting Information
- Following Procedures
- Persuading
- Responding with Urgency
- Emotional resilience
- Acting with Energy and Enthusiasm
- Creating Customer Experiences
- Managing and Resolving Conflict
- Sports and sports betting Industry knowledge
- Sun Bet online gaming product knowledge
- Written and verbal communication skills
- Proficient computer literacy (MS Office; CRM software)
- Event co-ordination
- Sales skills
- Telephone skills
- Networking skills
- Legislation – including CPA, POPI, FICA requirements
Key Performance Areas
- Have a complete knowledge and understanding of the SunBet products and the online gaming industry
- Provide input into plans to increase the generation of sales leads for the acquisition of SunBet business
- Attend on-site activations and events, identify opportunities, and canvas clients to generate leads and new business
- Persuade potential customers of the benefits and advantages of opening a SunBet account
- Provide services and support to customers who place on-line sports bets, providing advice and education to customers around how to place on-line sports bets and casino bets
- Respond to technical and/or account related queries raised by customers
- Research required information by using available resources or liaising with other departments to adequately respond to queries and ensure customer queries are resolved
- Contact new customers and follow-up with existing clients to obtain their FICA documentation
- Leverage existing relationships to initiate and develop relationships with customers to acquire referrals
- Compile and distribute on-site activation schedules for various venues
- Communicate with stakeholders, clients, visitors around activation requirements
- Conduct face-to-face meetings with customers / guests at various on-site activation to initiate, build and secure future SunBet business
- Attend SunBet VIP events / activations with customers to raise awareness around SunBet’s brand and VIP program, as required
- Book activation venues and plan logistics according to requirements – number of people, equipment, times, access to floor, refreshments, etc.
- Conduct pre-activation checks to ensure that the venue set up meets requirements
- Track and report on the daily generation of leads through promotional processes
- Complete post activation administration including; information documents, attendance figures, leads generated
- Engage with players and provide a customer experience that will support brand loyalty ensuring SunBet as the online gaming and sportsbetting brand of choice
- Ensure that customers are treated with courtesy and respect at all times, and provide professional service standards and solutions
- Provide post-mortem feedback with regards campaigns to ensure these are always relevant and effective
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Job Purpose
The HR Officer will be responsible for providing transactional HR administration and general administrative support to members of the HR Team across the employee lifecycle, to ensure seamless and consistent delivery of the departments’ services to line management and employees in line with company procedures and compliance standards
Education
- Grade 12
- Studying towards a 3-Year Degree/ Diploma in HR is preferred.
Experience
- A minimum of 2 years experience in an administrative function.
- Exposure in the areas of human resources management will be an advantage
- Working knowledge of the Oracle PeopleSoft is preferred
Experience
- HR process knowledge
- Labour Legislation & Conditions of Employment
- Communication skills – written and verbal
- Computer Literacy (MS Office / Peoplesoft)
- IFS (Purchase requisitions)
Key Performance Areas
- Identify, classify, maintain and protect HR related files, documentation and sensitive information consistent with record handling and audit requirements.
- Prepare relevant paperwork for payroll around staff movements and conditions of employment
- Monitors unemployment claims by reviewing claims; substantiating documentation.
- Documents human resources actions by completing forms, reports, logs, and records.
- Troubleshooting and resolving HR transaction processes and related data issues with HR and assigned clients. This will include collaborating with HR Consultants, Learning & Development, Recruitment and Payroll
- Type correspondence proficiently including letters, faxes, etc.
- Handle calls, queries and requests received by the HR office on a daily basis and escalate relevant issues in all areas of HR including: appointments; leave; benefits; medical aid; provident fund; termination information
- Assist employees in completing necessary paperwork to support changes, updates, etc.
- Keep payroll informed of new hires, terminations and changes to employment conditions
- Communicate with medical aid and provident fund on hires, terminations, death benefits, etc.
- Escalates non-conformance issues or outstanding information
Method of Application
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