Hot Jobs at Sun International

Main Purpose of the Job:

• The Marketing Operations Manager will provide strategic direction, leadership and management to the marketing team and function for the business unit.  Planning, promoting and execution of gaming and hospitality activations, events and entertainment are key deliverables of this role.

The manager will:

• collaborate with various central office marketing support teams and unit gaming, hospitality and operational management to customise and coordinate the unit’s action plans (including promotions, activations, events and MVG Loyalty programme);
• ensure database integrity.
• and implement relevant digital and social marketing campaigns to grow footfall to the property.
• In so doing the role will drive the customer acquisition, reactivation and retention strategies and build the unit’s gaming and leisure brand to establish Windmill as the preferred entertainment destination in Bloemfontein. The role will also focus on building a solid marketing talent pipeline to support innovative and sustainable marketing solutions.

Requirements

Education and experience:

• Minimum of a 3-year B Degree in Marketing or equivalent
• Minimum of 5 years’ operational marketing experience
• Event planning experience is an advantage 
• Marketing management experience is an advantage
• Preferably obtained within the casino and or hospitality environment

Working conditions and special requirements:

• Ability to travel locally
• Ability to work shifts that meet operational requirements

Duties and responsibilities include:

Marketing Plans & Results

• Understand the business strategy and develop action plans to create relevance and grow footfall to the property
• Develop new and innovative marketing plans to promote the unit’s customer value proposition and respond to the changing gaming landscape
• Build, maintain and leverage strategic relationships to promote the property
• Grow the unit’s gaming market share in the Free State
• Collaborate with the central office marketing support teams to grow the unit’s gaming and hospitality brand presence across various channels including online and social media
• Conduct market research through collection, analysis, and interpretation of data and the use of business intelligence tools to provide a clear view of customer preferences.  Develop a strategy to respond to these learnings.
• Influence and co-ordinate promotions, events and entertainment by analysing and evaluating customer trends and preferences.
• Collaborate with gaming to develop strong acquisition, reactivation and retention strategies
• Conduct meet-and-greets with strategic partners and VIP customers
• Monitor and audit the unit’ customer relationship database to ensure the data is complete and accurate and provides consistent and reliable insights into the unit’ customers and their preferences
• Develop and measure gaming marketing and direct marketing campaigns (including digital and social) to support the business objectives
• Support VIP and key customer relationships to grow visitation and loyalty
• Measure and report on the impact of all marketing initiatives and activations

Campaign Management 

• Define and promote the business units’ customer value proposition
• Develop and co-ordinate an OMNI-channel strategy to promote cross play between online and land-based gaming
• Plan, execute, measure and conclude all promotions and events for the unit
• Create rich content to promote social and digital presence
• Provide innovative solutions and campaigns to deliver on the unit’s strategy
• Attend events to leverage opportunities to acquire new business and build strong relationships with key customers
• Develop and implement an aggressive internal and external communication strategy
• Prepare and present post-mortem analysis on all campaigns

Delivered MVG Loyalty Management

• Collaborate with central office marketing support teams to develop acquisition and retention campaigns
• Manage and monitor the implementation of the MVG Loyalty Programme and benefits for the unit
• Effectively manage the MVG team
• Manage the customer database hygiene to ensure the completeness and accuracy of customer data
• Conduct analyses of customer data and develop and implement campaigns to increase visitation
• Effectively communicate and drive the benefits of the loyalty programme in order to grow the database

Stakeholder Relationship Management

• Internal: Effective communication to ensure internal stakeholders have a complete understanding of all upcoming activations (gaming, hospitality, events, etc)
• External: Communicate and negotiate with external vendors, agents, promotors, entertainers, etc to build and maintain strong relationships.  Promote the unit and venues with the aim to collaborate and deliver on the objective to establish Windmill as the preferred entertainment destination in Bloemfontein
• Liaise with central sales and marketing teams to ensure synergy on objectives and campaigns
• Negotiate and manage vendor contract deliverables

People Leadership

• Manage positive employee relations within the department
• Drive a performance culture
• Provide direction and support to employees with regard to marketing initiatives, campaigns and innovations
• Provide motivation and leadership to promote positive working relationships
• Identify training, coaching and development opportunities in order to create succession
• Source and select talent as per EE plan
• Ensure alignment with EE, SD and procurement strategies which contribute towards BBBEE targets being achieved
• Performance Management and coaching of staff to ensure KPA’s are achieved

Budget Management

• Develop and manage an annual budget
• Revenue optimisation
• Effective cost management
• Capital spent to promote return on investment
• Quarterly forecasting and reporting
• Analysis and reporting on the monthly financial results
• Feedback on the ROI of campaigns and marketing initiatives

Quarterly forecasting and reporting

• Analysis and reporting on the monthly financial results
• Feedback on the ROI of campaigns and marketing initiatives

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Description
Main Purpose of the Job

• Responsible to be the frontline customer point of contact, providing exceptional service to guests on the slots floor, and assist with the servicing and cleaning of gaming machine components in accordance with company standards and gaming regulations.

Education, experience, and competencies required

• Grade 12 Natural Science and Mathematics) or
• N3 - Electric/ Electronic
• Meet the requirements for a gaming licence.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to work and stand for long periods of time
• Physically able to move machines and handle and work with tools applicable to the job
• This role is required to work in a smoking environment

Job Complexity

Know How

• Knowledge required involves the practical application of work procedures and processes
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• 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 well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Core & Personal behavioural competencies

• Analysing
• Applying technical expertise and technology
• Relating (connecting; valuing diversity and interacting)
• Maintaining focus
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Following Instructions
• Emotional maturity
• Preferred Personality Traits
• Confident team player who is Presentable, Positive, Service oriented, Energetic, Passionate, Friendly, and able to create an entertaining environment for guests,

Technical / proficiency competencies

• Gaming Component Knowledge
• Gaming Component Servicing & repairs
• System auditing& investigations
• English verbal communication skills
• Proficient computer skills
• Numerical skills (calculations of large numbers)
• Slots Products - Machine card transactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge
• Use Slots equipment – Machine types, manufacturer, denomination, payable, functionality, diagnostic functions.
• Compliance procedures and regulations
• Basic responsible gambling principles
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences          

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Job Purpose

• The Gaming Floor Manager will be responsible for the effective day-to-day shift management of cross-functional slots and tables gaming operations with specific regard to maintaining products and standards of operation, maximising customer satisfaction and managing spend, in line with Gaming regulations; legislation and with the aim of creating great memories and experiences for all gaming customers. 

Key Performance Areas

• Shift management
• 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.
• Oversee the opening and closing of tables and verify and sign off on counted floats
• Oversee table credit transactions and the transfer of chips between the cash desk and tables
• Managing discretionary/ complimentary spend
• Reporting gaming system anomalies to relevant departments for correcting as per SOP
• Reconcile and resolve slots pay-out exceptions
• Verify and authorise slots jackpot payouts
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Resolve and report on any issues or escalated disputes
• Managing Stock as per SOP (e.g., numbered stationery, playing cards, chips, MVG cards. Etc.)
• Oversee the inspection of cards, ensuring the collection of used or defective cards and the replacement of new cards for operation
• Cash-ups at the end of the shift
• Completes shift reports
• Slots & Tables Product Management
• Conduct analyses on slots and tables product performance
• Investigate and document any variances between theoretical and actual hold
• Facilitate lease product management for slot machines
• Monitor & provide input to strategy it to optimal product mix and pricing in both slots and tables
• Implements business action plans
• Liaises with Technical to ensure maintenance schedule plan is adhered to
• Monitors and reports on slots product performance and complete exception reports / journals as per SOP
• Slots & Tables Standards & Governance
• Develops and updates Slots & Tables monitoring standards
• Communicates standards to all relevant parties
• Monitor Slots & Tables practices and align with new legislative compliance
• Implement sufficient control measures (including systems and processes) & checks to mitigate any risk to the business
• Conduct regular checks and departmental walkabouts to monitor compliance standards
• Work with internal stakeholders (Slots & Tables management, finance, HR, and security) to identify risk areas and address these
• Coach and upskill staff to understand and execute practices in line with regulations
• Conduct internal control self-assessments to audit compliance to standards
• Support external gaming audits and handle any remedial action required to ensure compliance
• People Management 
• 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 department
• 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
• Financial control
• Manages complementary spend
• Authorises spend in line with budget
• Calculate and monitor productivities
• Customer Relationship Management
• Ensures that guests are always treated with courtesy and respect
• Staff training on promotions (including promotion information, functions, facilities, etc)
• Shift hand over ensures that staff can provide customer with relevant insight
• Manages customer database
• Complete monthly guest loyalty reports
• Builds relationships with regular and VIP punters on the slots and tables floor
• Manages Guests Reservations/bookings are attended to
• Manages the accuracy of sign-up data captured, cards issued and loyalty benefits
• Receive guest feedback via Nquba, discuss with guest, and manage the remedial action to correct any concerns - ensuring responses and outcomes are captured into the system
• Stakeholder Relationship Management
• Liaise with F&B on food and beverage offering and services on the slots and casino floor
• Liaise with housekeeping with regards any cleanliness issues on the floor
• Liaise and update hotels and management on VIP arrivals and spend
• Collaborate with security around any issues or concerns on the casino floor, as well as case information
• Inform and update staff on objectives, shift information, VIP information, changes in regulations and the business requirements
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Collaborates with Marketing in co-ordinating Slots & Tables promotions and execution, as well as on post-mortem feedback 

Requirements
Education

• Grade 12 + Certificate in business administration or an equivalent national qualification in area of specialisation or management at NQF 5
• Participation on a Gaming Development programme 

Experience

• 5 yrs. gaming experience with a minimum of 2 yrs
• Experience in a supervisory role
• Meet the requirements for a gaming licence and FICA
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Visual acuity and ability to identify colours 

Skills and Knowledge

Core and Personal Behavioural competencies:

• Deciding
• Analysing
• Taking action
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships)
• Relating (connecting, valuing diversity, interacting)
• Integrating
• Leading People
• Applying expertise and technology
• Maintaining focus 
• Emotional maturity 

Technical / Proficiency competencies:

• Slots Product knowledge & ICS processes
• Tables Product knowledge & ICS processes
• Gaming Regulations
• Slots & Tables Revenue Analysis & forecasting
• Slots Product Analysis
• Statistics 
• Gaming Operational Management
• Slots floor supervision
• MVG 
• Proficient Computer Skills (MS Office)
• EGS is an advantage
• Verbal and written English communication skills 

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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

• 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

Key performance areas

• 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
• 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

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Description
Job Purpose 

• The Sustainability Manager will be responsible and accountable for the on-site management of an integrated Sustainability function, framework and team for the business unit including the planning, implementation and management of Sustainability policies, procedures, incidents and projects for the business unit with the aim of achieving SHE, Fire Protection, SED and Events Compliance targets, managing regulatory risk, improving SHE, Fire Safety, Events Safety Compliance and SED performance, with the objective of creating shared value and reconnecting company success with environmental, economic and social progress and the long-term interests of the Company. The role includes proactive engagements and nurturing relationships with internal and external stakeholders (including community leaders, government authorities, Gaming Boards, strategic partners etc.)

Key Performance Areas

Delivered Sustainability Framework

• Act as a Subject Matter Expert on issues of SHE, Fire Protection, SED/ED and Events Compliance for the business unit property
• Develop a Sustainability Framework and key objectives to support the improvement and optimisation of sustainable practices in line with national regulatory standards, ensuring that the various functional areas have an execution plan to support this
• Network with key community leaders and stakeholders to understand community challenges and make recommendations to improve the sustainability and SHE standards of the community
• Develop and adapt strategies to meet changing priorities (environmental changes, community requirements)
• Conduct an analysis of organisational risks and opportunities, needs in the local communities, and sustainability and environmental concerns to identify gaps to be addressed
• Develop initiatives and adapt strategies to meet changing priorities (e.g. financial, environmental changes, community requirements) in line with results of analyses
• Offer expertise and provide leadership support for initiatives to reduce resource consumption across the business unit
• Elicit new opportunities and leverage relationships to create shared value, competitive edge and social progress; including partnering with external organisations to support sustainability initiatives
• Receive proposals and research the financial viability and long-term sustainability around specific projects to create shared value (CSV)
• Promote SI’s participation on CSV within the media, including participation at media events
• Ensure internal controls and measurement systems are in place to support sustainability efforts
• Collect and review the unit’s B-BBEE information (with specific reference to SED) and develop and SED strategy to achieve B-BBEE targets
• Measure, monitor and report on progress against sustainability plans, objectives and performance targets
• Create synergy and alignment of SHE, Fire Protection, SED and Events Compliance projects across the property to maximise compliance and value of initiatives.
• Liaise with appropriate SHE agencies to understand current standards and help identify possible risks to the property
• Support local business leaders and the management team in improving operational SHE and SED standards by providing advice and making relevant recommendations  
• Provide recommendations to resource and remove obstacles to quality standards
• Implement an information system to track and record SHE, Fire Protection, SED and Events Compliance data and reporting

Sustainability Governance & Standards

• Keep up to date with latest legislation, regulations, and leading practice in the area of SHE, Fire Protection, SED, Lifesaving and Events Compliance, and the impact for the complex
• Collaborate with Group Sustainability to review standard operating procedures and application for the business unit
• Put in place relevant systems, policies and procedures to drive the execution of the Sustainability policies, processes and objectives with a consistent approach; including SHE registers, checklists, analytics, data management
• Develop and update Internal Control Standards in line with industry leading practice
• Provide quality assurance and audit standards and practices across the complex on a regular basis to ensure SHE compliance, environmental sustainability and effective implementation across all Business activities and areas
• Oversee the co-ordination and facilitation of integrated SHE/SED internal and external audits, ensuring that all documentation is available and accessible for measurement and evaluation
• Highlight areas of concern and collaborate with business unit management to find a solution for improved excellence in SHE standards and SED initiatives
• Organize the formation and training of SHE Committees, team members, management and employees in relevant aspects of SHE regulations and practices
• Investigate and report on incidents and accidents as per OHSA and environmental requirements
• Identify and monitor risks of non-compliance and non-conformance as per Act, Regulations and company policy, and escalate if required

Sustainability Reporting

• Compile SHE, Fire Risk and SED reports in line with regulations
• Compile, analyse, interpret, and report on accidents and injuries across the Complex
• Monitor the completion and recording of reports / minutes/ presentations / departmental documents from SHE Committee meetings for auditing purposes

Complete consolidated Complex reports and statistics including:

• Investigative/ Audit ReportsReports for Financial Reviews
• Risk Reports
• Month end reports
• Audit reports
• Trend analyses of data and information collected from the various business areas
• Measure targeted performance against compliance standards, including initiatives, schedules, quality, cost, projected targets and risk criteria
• Prepare documentation and evidence to support compliance against audit standards (including trends; statistics; project status updates)
• Report on remedial action taken to ensure stakeholder requirements are met and expected ROI is achieved
• In cases of underperformance and non-delivery, provide recommendations for relevant stakeholder with remedial action and document

Sustainability Project Planning & Management

• Monitor plans for SHE, Fire Protection, SED and Events Compliance projects, Awareness Programmes and remedial actions to improve and maintain sustainability standards
• Create a detailed programme plan which identifies and sequences the activities needed to successfully achieve standards against regulations
• Determine the resources required to achieve standards
• Determine the targets, objectives and measures upon which the project will be evaluated at its completion
• Develop a system that will be managed throughout the process to ensure that planned benefits always have owners and are achieved, sustained and optimise SHE objectives
• Prepare and submit for in‐principle approval the actions to be taken providing essential decision‐making information regarding purpose, contribution to business objectives, expected value created, time frames, etc.
• Oversee the execution of projects and initiatives by making key decisions, exercising overall control, assigning and co-ordinating resources
• Oversee the setup of files to ensure that all information and spend related to the initiatives is appropriately documented and secured
• Monitor solution delivery and (benefit/outcome) performance against plan throughout the audit cycle
• Report on progress and challenges where relevant

Financial Management

• Produce recommended budgets and PIP forecasts through cost saving for resort utilities (energy, water & waste) and service contracts with service providers
• Conducts analyses and makes recommendations for optimisation of costs and introduce efficiencies without business operations.
• Produce Capex recommendations for Sustainability department with regards to new equipment, sustainable projects and property risk & fire life safety projects.
• Conduct analyses, to understand and control costs related to utilities management and external provider relationships
• Report on financial impact on projects and initiatives
• Annual reports on sustainability cost saving performance
• Makes value-add recommendations for cost savings resort’s projects based on analysis of financial information / commercial principles. 

Stakeholder Engagement

• Understands and is able to impart knowledge on relevant subject matters around Sustainability Management legislation, regulations and best practice
• Builds credibility through developing strong working relationships with business unit teams and management
• Oversee the communication of Sustainability objectives, standards and operating procedures, and projects to operational teams and employees and rrespond to questions posed by management and team members relating to Sustainability policies, standards, targets and regulations
• Provides feedback, recommendations to resolve compliance issues and report back to management on challenges
• Respond to queries efficiently and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility
• Maintain regular communication (e.g. communicates product performance) with SHE Committees and the SHE Team across the complex and the Sun International group to gather relevant data and information
• Participate as part of public forums and steering committees in the local district to understand SHE challenges and provide insight and SME advice on remedial action, solutions and projects viz environmental impact studies
• Be the Complex contact for sustainability services providers, external stakeholders and authorities on sustainability practices and compliance

People Management

• Lead and motivate the team and promote positive working relationships, direction and support
• Lead and oversee departmental communication ensuring employee and management interaction
• Measure and develop strategies to enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management
• Ensure competent levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan to build the talent pipeline within operational management
• Performance Manage and coach reporting managers to ensure KPA’s are achieved
• Manage employee relations within the Sustainability department – Fire Station, Emergency Medical Services, Clinic, Lifeguards, Events Safety, Risk & Compliance, Waste Management team & Primate Control (monthly meetings with Union - formalised, minuted, issues addressed).

Budget Management

Management of financials for the Sustainability function including:

• Budget
• Cost management
• Capex and project requirements
• PIP and forecasting
• Financial reporting on projects and initiatives
• Annual report
• Track and report on spend and compliance; including recording back-up information
• Approval of project budgets, invoices and expenses for the unit’s SHE team

Requirements
Education

• Grade 12
• Minimum of 3-Year BSc Degree in Environmental Management and/or a Degree in occupational health and safety and/or Business Management and/or Sustainable Development
• Post graduate degree is an advantage
• Certification in Integrated and Sustainability Reporting is an advantage

Experience

• Minimum of 10 years’ experience in Sustainable Development, ESG, Sustainability SHE Management and/or Community Development
• Exposure to the gaming and hospitality industry SHE requirements, ESG and SED is an advantage.
• Track record in developing strong relationships and community networks.

Skills and Knowledge

• Analytical skills
• Plan, prioritise, co-ordinate and manage multiple initiatives
• Checking/ Attention to detail
• Working with information
• Reviewing / evaluating information and data
• Results driven
• Decision-making
• Emotional resilience
• Clerical / Administration skills
• Empathy
• People-centric personality
• Influencing skills (at a senior / executive level)
• Developing relationships
• Innovation & continuous Improvement
• In-depth knowledge and experience on BBBEE Codes of Good Practice & Industry specific charters
• Networking & Stakeholder relationship management
• Corporate governance & industry knowledge
• Building Standards (Fire Systems & Protection)
• SHE laws & regulations
• Risk Management
• Financial Management
• Incident Reporting & Investigation skills
• Impact assessments
• Report writing
• Auditing principles
• ISO Standards
• Waste management

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Description
Main Purpose of the Job

• Responsible for the planning, co-ordination and implementation of PR (consumer and corporate) events and activations, as well as the planning, conceptualization and rollout of gaming promotions which drive unit revenue and create a public image and reputation for the business unit’s brand as the entertainment and casino establishment of choice.

Know how:

• Requires specialised knowledge of techniques, equipment and processes relating to events and entertainment practices, products and customers
• Short term planning within a 3-months timeframe involves compiling briefs and collateral for upcoming promotions
• Perform the organisation, planning and prioritisation of tasks for self to ensure that work gets done efficiently and within budget constraints.
• Interact with customers and other functions and teams with regards to event requirements. The role may be required to attend pre-con meetings where more influential interaction is required including the use of upselling techniques

Problem Solving

• Think and apply business acumen and sound common sense in the implementation of multiple, at time substantially different procedures, standards and precedents.
• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Supervises progress, results and service offered on the shift
• Interprets customer requirements in terms of services available and facilitates operational processes
• Refers problems falling outside parameters to the manager for resolution.

Certifications/Accreditation/Registration/Licenses

• Meet all requirements for a gaming license 
• Gaming Regulations / FICA regulations

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around as per job requirements (including with the use of aids)
• Ability to travel locally

Key Performance Areas

Promotions coordination

• Have a good understanding of gaming systems and bonusing tools to execute promotions
• Update the promotions calendar and distribute to relevant stakeholders
• Make recommendations with regards customer-focused solutions and promotions relevant to customer preferences
• Co-ordinate innovative solutions and plans to target new markets and opportunities
• Brief creative design promotional collateral to ensure promotions receive the correct exposure
• Compile comprehensive communication plans to brief all stakeholders with the detail of the promotions and/or event
• Check that the venue set up meets technical (lighting, sound) and customer requirements
• Be present during the set-up of promotional events to ensure a seamless execution in line with plans
• Consolidate post-mortem feedback from operations and other stakeholders to evaluate the success and relevance of the promotion
• Completes month end reports
• Track expenses to allocated budget
• Design promotional collateral and co-ordination of large-scale events
• Source and co-ordinate promotional gifting in line with events requirements and themes

Events / Entertainment Coordination

• Have an up-to-date understanding of facilities and products available for events
• Update the events calendar
• Attend pre-event meetings and work with client to understand their event / entertainment requirements
• Offer solutions in line specs and client requirements with regards to menus, décor, flowers, set-up, music, etc.
• Use any opportunities to upsell on the event
• Co-ordinate logistical arrangements as per itinerary i.e. transport, accommodation, food & beverage
• 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
• Allocate and distribute complimentary tickets as per the deal sheet, ensuring tickets are distributed to the correct departments.
• Send out comp splits to department timeously for CRM initiatives.

Events / Entertainment Delivery

• Compile the running order schedule to accurately reflect customer requirements
• Check that the venue set up meets technical (lighting, sound) and customer requirements
• Co-ordinate backstage/venue/entertainer as per production schedule and customer requirements
• Log calls with maintenance or IT to ensure resolution of any faults
• Communicate regularly with relevant stakeholders and inform entertainers or relevant departments of potential problems, changes, and additions to technical resources
• Conduct all entertainment checks at least 1 hour before event starting time
• 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.
• Store and secure operating and entertainment equipment in line with standards

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 / entertainment, leveraging relationships to optimise the event within the set budget
• Partner with suppliers in design and delivery of the entertainment / event requirements
• Liaise with multiple departments in the co-ordination and execution of entertainment events including F&B, security, gaming, etc.
• Liaise with marketing management to evaluate the post-mortem of the event.

Requirements
Education, experience and competencies required

• Grade 12
• 1–2-year Diploma in Marketing preferred
• Minimum of 2 years’ experience in marketing
• Exposure in the gaming industry preferred
• Dealing with customers
• Conflict handling
• Planning and implementing
• Collecting information (including listening, asking questions)
• Problem-solving
• Clerical administrative functions
• Reviewing / evaluating (feasibility / compliance / alternatives/ etc)
• Liaising and co-operating with other teams
• Public Relations / Developing relationships
•  Promotions co-ordination
• Events Planning & Co-ordination
• Strong English Verbal & Written Communication skills
• Business Acumen
• Digital acumen
• Networking skills
• Financial awareness
• Emotional resilience and ability to handle pressure
• Proficient Computer

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Job Purpose

• Overall and direct responsibility and accountability for the management of the hotel operation and teams, with specific regard to maximising hotel revenues and occupancies, maintaining hotel standards, driving exceptional customer experiences and creating synergy between functions across the property in line with budgets and legislative requirements.

Key Performance Areas

Delivered Hotel Plan & Results

• Understand the Group strategies and Unit strategy and operationalise objectives and deliverables for the hotel
• Facilitate the programme management and achievement of milestones and deliverables
• Investigate operational practices and benchmark with leading trends and technology within the hotel industry
• Identify and investigate new opportunities to streamline, integrate and optimise processes and services for the property
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Create synergy and alignment of CVP across the hotel functions
• Elicit new business opportunities and leverage relationships to promote revenues;competitive edge and business growth
• Manage increase in revenue and sales

Hotel Governance & Standards

• Oversee the development and review of room and hotel standard operating procedures and the application against 4 / 5 star grading standards
• Conduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the hotel and grounds are aesthetically attractive and secure,and that there is compliance with various standards, regulations and legislation
• Manage and co-ordinate internal audit processes and conduct quality assurance to ensure procedural compliance
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Drive a SHE management culture and ensure all staff are trained.
• Work with internal stakeholders and business partners (maintenance, finance, HR, and security) to identify risk areas and address these making recommendations; changes and enhancements
• Maintain management presence
• Identify and optimize service delivery
• Manage any non-compliance

Hotel Product & Innovation

Monitor service offering / products and pricing across the property with specific reference to:

• 4 / 5 star Hotel and Rooms standards and offerings;
• Culinary standards and offerings
• Food and beverage operations
• Conferencing technology, services and offerings
• Conduct an analysis of global industry hotel, rooms and F&B retail trends
• Drive strategies and projects aimed at differentiating products and service offerings in line with trends in the industry ensuring SI offering is innovative and fresh
• Identify and address areas of concern with relevant functional managers
• Drive the improvement of standards in line with leading practice
• Create synergy and themes on service offerings across the resort
• Direct communication plans to ensure all relevant employees understand the accommodation / hotel standards and procedures; and are motivated and engaged to achieve these
• Act as an advisor to management team with regards standards; procedures and product enhancement

Budget management

Budget Management for the multiple hotel functions including:

• Budget
• Revenue maximisation
• Cost management
• Capex
• PIP and forecasting
• Financial reporting for the hotel
• Financial reporting on Revenue analysis and revenue strategies for the hotel

People Leadership

• Manage positive Employee relations within the hotel operations (Monthly meetings with Shop Stewards)
• Drives a performance management culture
• Provides direction and support to management and employees with regard to product development and innovation
• Provides motivation and leadership to promote positive working relationships
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan
• Drive the employee value proposition
• Ensure alignment with EE, SD and procurement strategies which contribute towards BBBEE targets being achieved
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved

Customer Experience Management

• Understand customer experiences; trends and leading practice within the industry and apply these principles to hotel business plans, product offerings and experiences
• Analyse and understand customer preferences and activity of regular and return guests within hotel using Business Intelligence tools.
• Collaborate with unit EOC to operationalise the Customer experience plan and tools within the operation to build a CVP that is relevant, innovative and fresh.
• Drives the execution and delivery of the customer experience plans within the operation
• Keep up-to-date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor
• Manage response / communication / escalated issues to relevant guests
• Identify key and critical customers within the business operation and maintains positive relationships with all clients, colleagues, gaming and sales networks
• Conduct meet-and-greet’s; and familiarization trips; and entertain whenever required

Stakeholder Relationship Management

• Communicate at an executive level on service requirements and hotel performance
• Communicate hotel business plan, objectives, standards and operating procedures to internal and external service providers as per SLA
• Manage interventions to optimise motivation and engagement of all parties and build team effectiveness
• Manage Group stakeholders expectations with regards operational performance and expectations
• Liaise with Group Sales and Marketing to develop retention and acquisition campaigns
• Liaise with Complex EOC to ensure synergy between hotel and complex product and service offering and the unit CVP
• Provides relevant guidance and support to operational teams and stakeholders within the hotel
• Maintain relationships around staffing requirements, performance and delivery of service providers and business partners

Requirements
Education

• 3-Year B-Degree (hospitality or business management)

Experience

• 8 years experience including 3 years in a hospitality management role at a 5 star establishment with a strong background in rooms division management (Housekeeping / Front Office / Guest Relations) and / or food & beverage
• Experience in managing Business Partners and Service Level Agreements

Core behavioural competencies

• Planning
• Decision-making
• Evaluating / Developing
• Influencing
• Reviewing / evaluating (feasibility / compliance /alternatives/ etc.)
• Controlling & directing resources
• Developing relationships
• Motivating others
• Innovation & continuous Improvement
• Working with Customer

Technical / proficiency competencies

• Rooms & Yield Management
• F&B Product knowledge
• Banqueting & Conferencing
• Labour legislation
• SHE legislative knowledge and execution
• Business Acumen
• Proficient computer skills
• Networking skills
• Financial Management
• SLA & Contract management
• Coaching

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Job Purpose

• The storeman will be responsible to monitor and record the transfer of food and beverage stock from the stores to the respective outlets to ensure sufficient stock levels in line with operational requirements, and according to Company standards and regulations. 

Key Performance Areas

Stock Transfers

• Receive orders at the stores and check deliveries in line with invoice and quality standards.
• Document any variances with respect to returns, price deviations, over/under deliveries and communicate these to the stock controller.
• Print or get picking list from the stock controller and issue the goods as per SOP. *
• Measure and record freezer and fridge temperatures as per the required intervals and report any deviations from the standard.
• Control stock movements and rotation (issues in/out) - once the inventory movements have been authorized by the stock controller or warehouse manager stock must be packed like with like per standards making sure the old goods are in front to be picked first to uphold first in first out FIFO. When issuing old goods must be issued first.
• Check stock before taking stock out of the warehouse.
• Seal all trolleys leaving the warehouse and record the seal number on both copies of the issue request.
• Ensure all stock is stored in line with safety standards and that storage areas and equipment are cleaned and maintained. Su
• Submit all documents raised to the stock controller for review and capturing on IFS. 
• Check slips from hospitality outlets (rooms and F&B) and ensure these are correctly captured into Micros and balances to IFS at month-end.
• Respond and resolve queries from outlets and Shared Services Centre in relation to F&B stock, escalating any issues as required.
• Investigate and resolve and variances immediately.

Stock Control

• Participate in stock takes on monthly basis; and recounts when necessary.
• Identify, investigate, and resolve any discrepancies.
• Prepare shortages/overages list and send to Shared Services Centre
• Maintain stock levels in line with operational requirements and orders.
• Stock control records are maintained and filled.
• Obsolete stock for disposal is reported.
• Work Conditions and Special Requirements
• Works shifts in line with operational requirements. 

Requirements
Education

• Grade 12 with maths numeracy. 

Experience

• Minimum of 1 year experience in F&B stores / inventory control.
• Experience working with IFS is an advantage. 

Skills and Knowledge

• Checking skills.
• Attention to detail.
• Working with information (agreements, laws, regulations, statistics).
• Reviewing / evaluating information and data.
• Clerical Administration skills.
• Problem Solving. 

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Description
Job Purpose

• Responsible for the effective day-to-day shift management of Food & Beverage operations (including restaurants, beverage operations and/or food and beverage service in the casino operations), with specific regard to achieving profitability for specific outlets; maintaining products and standards of operation; maximising customer satisfaction; delivery of the F&B business objectives, and developing a cross-functional talent pipeline within food & beverage:

Key Performance Areas

Delivered F&B Plan implementation:

• Understand the Unit F&B strategy and align the development of objectives for the various outlets
• Provide input into the development of strategic objectives for the Unit’s F&B deliverables
• Manage the communication and achievement of F&B deliverables and milestones
• Conduct F&B product analyses and benchmark with leading F&B trends
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Communicate with all relevant Stakeholders internally at unit level
• Manage and allocate people and operational resources 
• Facilitate marketing plans relative to food and beverage promotions in the outlets align implementation with EE, SD and procurement transformation processes so as to contribute towards BBBEE targets being achieved for the property

Shift Management:

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the outlet
• Cash-ups at the end of the shift
• Completes shift reports

Product Enhancement:

• Collaborate with the F&B Manager to complete a competitor analysis of food and beverage in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Provide product rationalisation on a regular basis or as required
• Motivate new product enhancements
• Compile action plans for the implementation of approved projects
• Measure ROI and performance on a regular basis                                                                                                                                                                                        

Standards & Governance:

• Monitor F&B standards and processes
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each outlet to mitigate any financial risk to the business. All staff in F&B to adhere the policy and procedures.
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance
• Encourage a waste management culture and ensure all staff are trained.
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

People Management and Development:

• Manage productivities and payroll costs for the outlet
• 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
• Drive staff communication and motivation levels 
• Performance contracting, reviews and development
• Provide resources and remove obstacles to performance
• Recruit and resource for talent for positions within the department
• Onboarding of new staff members                                                                                                                                                                                                                    

Budget Management:

• Participate in the preparation of budget forecasts & controls
• Consolidate Capex requirements for specific outlets

Guide and consolidate the completion of Cost of Sales reports including:

• Theoretical COS per outlet for food & beverage respectively.
• Recipes – Recipe links need to be in place to ensure accuracy and legitimacy of theoretical and create opportunity for the theoretical to be system generated.
• Food recipe – All menu item food recipes to be reviewed and signed off and where needed recaptured into the appropriate system to ensure accurate food theoretical.
• Procurement – All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis to ensure ability to monitor and track price movements to minimize input cost fluctuations.
• Cost control – oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming outlets in relation to COS

Customer Relationship Management:

• Ensure 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 outlet / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Be present on the floor during service / promotions or functions
• 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
• Ensure effective shift handover so that staff have sufficient insights and information with regards to VIP customers visiting the property                                                            

Stakeholder relationship management:

• Maintain regular communication with all relevant stakeholders with regards progress, issues, changes, etc.
• Provide feedback on operations to F&B Management / General Manager on initiatives, performance, concerns, etc.
• Manage non-conformance issues
• Staff are informed of relevant information to contribute to operational effectiveness.
• Ensure department’s objectives, standards and operating procedures are communicated to internal and external service providers as per SLA

Reports:

Consolidate monthly Financial results and trends for specific outlets in preparation of the financial report including:

• Salary forecast vs actuals – salary monthly forecast to be based on rosters. Track and monitor salary cost in relation to revenue achieved daily and make adjustments throughout the month to bring salary cost in line as a percentage of revenue.
• Absenteeism – actively manage and report on absenteeism in line with company policy, rules, and regulations
• Productivity– Covers per hour/drinks per hour needs to be monitored daily to ensure staff are operating at the required level to achieve and exceed budgeted revenues with remedial action taken when not tracking on target.
• Sales targets – report on variation to set sales targets in line with staff productivities and revenues. Report on remedial action taken when targets not met

Requirements
Education 

• 3 year Hotel School Diploma or equivalent National Qualification at a Diploma level                                                                                                                                          

Experience

• 5-6 years in the Food and Beverage industry of which at least 2 years' experience in a Supervisory role within the Food and Beverage environment
• Food and Beverage experience in a casino environment would be an advantage

Skills and Knowledge

Technical competencies

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

Core behavioural competencies

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

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Job Purpose

• The Finance Reporting Team Lead will be responsible for the day-to-day supervision of the accounting processes and team in compiling various management accounts for the units managed by the Finance Shared Services Centre (SSC), in line with legislation and regulations and SSC policies and procedures. 

Key Performance Areas

• Supervise and participate in the generation of monthly management accounts whereby all allocations are processed and balance sheet items reconciled.
• Take ownership of the trial balance and ensure that accounts are completely, accurately and validly recorded.
• Supervise the completion of balance sheet reconciliations, ensuring that all outstanding items are investigated and cleared.
• Approve configuration changes requested by units.
• Co-ordinate and review management accounts before sending to unit financial managers.
• Facilitate the review of annual financial statements for all entities.
• Monitor that relevant units have signed off month-end/financials within stipulated timeframe.
• Key Performance Indicators (“KPIs”) are developed for each role in the department, measured, reported and remedial action taken where required.
• Proactively work with internal stakeholders to identify risk areas and address these.
• Develop a plan and key objectives to support the improvement and optimization of accounting including the use of appropriate technology where required.
• Research, develop, and maintain standard operating procedures for accounts administration, based on leading practice.
• Liaises with legislative authorities and keep up to date on all regulations and legislation related to casino administration management.
• Communicate and update department and staff on standards to be achieved.
• Train and coach staff to deliver these processes in practice – legislative requirement, banking updates, etc.
• Implements an internal compliance tracking system according to legislative requirements and regulations.
• Conducts internal audits to reduce risks in accounting areas.
• Highlight areas of concern and collaborate with business unit financial management to find a solution for improved excellence in accounting processes and standards.
• Supervise and quality assure team processes and the delivery of operational objectives in line with standards.
• 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.
• Provide input into employee performance contracting, reviews and development.
• Assist in providing resources and removing obstacles to performance.
• Onboarding of new staff members into the department.
• Be available to deal with escalated issues, complaints, disputes.
• Collaborate with units to implement the processes and tools within the operation to build a client experience that is streamlined and professional.
• Supervise the execution and delivery of the client and customer experience from the function.
• Coach employees to correct activities and support them in achieving Key Performance Indicators (“KPIs”). 

Requirements
Education

• Grade 12 / Matric
• BCom Degree with completed articles.
• Honours Degree is preferred.

Experience

• Minimum 6-8 years’ experience in compiling management accounts.
• Supervisory experience is an advantage.

Skills and Knowledge

• Analytical skills
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Emotional resilience
• People supervision
• Dealing with clients
• Problem Solving
• Clerical Administrative functions
• Checking (accuracy in the handling and recording of information)
• Plan, organise, & control
• Gaining team co-operation
• Training; coaching; keeping abreast of new developments in field
• Emotional resilience
• Accounting practices and procedures
• Industry knowledge
• Written and verbal communication skills
• IFS Financial modules an advantage
• Proficiency in MS Office Suite 
• Financial & accounting knowledge
• Networking skills
• Strong numerical skills
• Month-end process requirements
• Management account preparation
• Process improvement