Job Openings at Sun International

Job Purpose

• Responsible for the planning, management and delivery of the Infrastructure function, processes and team for the business unit including (but not limited to) building structures, plumbing and piping, painting, maintaining and upgrading of information signage, and water functions according to legislation and standards with the objective of maintaining Infrastructure systems; and offering technical Infrastructure engineering support.

Duties and responsibilities include:

Delivered Infrastructure Preventative Maintenance Plans

• Compile an Infrastructure preventative maintenance plan for the 12-month period for the business unit
• Benchmark Infrastructure facilities, fittings and systems with leading development trends and make recommendations for the improvement of current processes and standards
• Identify and investigate new development, environmental and energy-saving opportunities for the property
• Direct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally
• Conduct daily building and grounds walkabouts to inspect and audit building Infrastructure and address any risk areas 
• Manage and facilitate Infrastructure maintenance and upgrades according to 5-year plan
• Manage Infrastructure maintenance and repairs in line with 3-; 6- and 12 month preventative maintenance plan
• Establish and enforce testing programs; schedule repairs; coordinate shut-downs and installations

Maintained Infrastructure

• Co-ordinate Infrastructure maintenance and repair resources and team
• Organize and schedule work according to work orders; including estimating work-hour requirements; to make sure that all systems are in excellent working condition
• Source contractors for building infrastructure work relating to refurbishments and ensure work is completed to standard and within the budget
• Investigate, diagnose and resolve any escalated issues, risk areas and building Infrastructure repairs
• Conduct quality assurance on building infrastructure work and repairs
• Support the team with troubleshooting and resolution of queries relating to Infrastructure work
• Conduct business continuity planning
• Manage staff appearance and floor appearance/ functioning of equipment and systems
• Store and control Infrastructure assets; technical stock and parts orders and stock control
• Update site plan layout thus ensuring building capacity planning & monitoring

Infrastructure Project Plans & Implementation

• Define the scope and resources required to complete the project in collaboration with senior management
• Plans Infrastructure projects by determining specifications; and measures upon which the project will be evaluated at its completion
• Select contractors;
• Establish installation schedules; and plan shut-downs and installations;
• Integrate new or changes requirements with architectural and mechanical designs; verifying code requirements; updating cost estimates.
• Establish and maintain a formal, approved integrated project plan to guide project execution and control throughout the life of the project.
• Prepare and execute a quality management plan that describes the programme and project quality approach and how it will be implemented.
• Manage the execution of a project by making key decisions, exercising overall control, assigning and co-ordinating resources, and authorise and accept work delivery
• Completes Infrastructure projects by supervising installations; resolving design issues.
• Prepare for reviews to report on the progress of the programme
• Document and secure all project information

Infrastructure Compliance Standards & Governance

• Oversee the development and updating of policies and procedures for around building, plumbing, painting and carpentry.
• Oversee the development, communication and auditing of maintenance and engineering standards and processes for the business unit on a regular basis.
• Align practices with new legislative compliance around health, hygiene, safety, and the environment.
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any financial risk to the business.
• Conduct weekly walkabouts of all fronts of house and back of house areas to monitor compliance.
• Drive a waste management culture and ensure all staff are trained.
• Work with internal stakeholders to identify risk areas and address these.

People Management

• Lead and motivate employees and promote positive working relationships, direction and support
• Lead and oversee departmental communication ensuring employee and management interaction
• Measure and develop plans 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 future food and beverage talent pipeline
• Performance Manage and coach reporting managers to ensure KPA’s are achieved
• Manage employee relations within the function including monthly staff / management meetings

Budget Management

Collaborate with the Maintenance Management to manage the budget for the Infrastructure function including:

• Budget
• Cost management
• Capex
• PIP and forecasting
• Financial reporting on project expenditure and progress
• Monitor and approve all budgeted project expenditures
• Assess the impact of deviations on the project and overall programme, and report results to key stakeholders.
• Evaluate the outcomes of the project as established during the planning phase

Stakeholder Engagement

• Engage with internal customers to understand challenges; issues; development and repair related requirements
• Provides internal stakeholders with updates of Infrastructure, outages and scheduled shutdowns 
• Engage and manage the performance of suppliers and contractors
• Engage with management with regards security; health and safety and critical technical breaches or anomalies
• Communicate plans, objectives and results to complex operational team; maintenance management team and employees

Job Requirements

Education

• 4-Year Degree / National Diploma in Building Management

Experience

• Minimum of 5 years’ experience in an Infrastructure / facilities management position, maintaining and repairing emergency power backup systems, and all electrical and mechanical production equipment
• Project management experience
• Experience in managing contractors / suppliers.

Skills and Knowledge

Core Behavioral Competencies

• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance
• 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 and quality
• Building Positive Working Relationships
• Customer Centricity & Stakeholder focus
• Drive for Results
• People Management

Technical / proficiency competencies

• Project management
• Procurement and negotiation skills
• Building maintenance and repair methods
• Technical Management,
• Read and interpret building plans and specifications,
• Draw plans and write specifications /cost estimates for building repair and minor construction work
• Working experience of health & safety management and legislation
• Environmental management systems and legislation
• Budget Management
• Proficiency in MS Office, IFS & Pragma

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Main Purpose of the Job

• The Food & Beverage team will be responsible for delivering hospitality services at the business unit, partnering with key stakeholders to create great customer experiences for guests visiting our properties; contributing to growing hospitality revenues, achieving operational governance and service standards, minimising wastage, and encouraging innovative solutions, in line with Sun standards and regulations.
• The Food & Beverage Attendant, as a member of the this team, will be responsible to prepare and deliver exceptional services to our customers within all F&B areas including restaurant operations; banqueting operations and on the casino floor (where relevant).
• Those in the role will be required to set-up restaurant, conferencing, seminars (if applicable) and banqueting facilities in preparation for service; prepare and serve beverages, and deliver food and beverage services to customers, ensuring that standards are continuously achieved and professionally executed.

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.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• 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 behavioral competencies

• Collecting Information
• Assuring Quality
• Creating Customer Experiences
• Relating (connecting; valuing diversity, interacting)
• Collaborating
• Acting with energy and enthusiasm
• Following Procedures & Standards
• Maintaining focus
• Demonstrating initiative
• Building the Sunway Culture

Technical / proficiency competencies

• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage / Cocktail Product Knowledge
• Barrister skills
• Beverage service
• Stock control procedures
• Written and Verbal English Communications skills
• Numeracy skills
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

Key Performance Areas

Prepared Work Area

• Prepare mise-en-place, place settings and any other required checks and preparations for service
• Set-up and break down for functions in line with event requirements and start times (when required)
• Identify issues with regards the outlet’s floor appearance/ functioning of equipment and systems
• Check cleanliness of own section or station
• Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
• Use and store operating equipment in line with specifications and safety regulations
• Participate in stock takes
• Resolve or report on any anomalies to the required standards

Delivered Food Services

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Take guest orders accurately and timeously
• Place guest orders in the system
• Explain menu items
• Make recommendations with regards food menu items
• Interact with kitchen staff around any special requests
• Deliver food and beverage dishes to customers and present in line with standards
• Be attentive to guest requests
• Clear tables after guests have completed their meal
• Provide billing to guests (where relevant)
• Conduct cash-ups at the end of service (where relevant)
• Leverage opportunities to upsell on promotional items

Prepared & Delivered Beverage Services

• Keep up to date with regards beverage products, trends and drinks methodologies required to deliver menus
• Take guest orders accurately and timeously and place in the system
• Explain menu items and make recommendations with regards beverage menu
• Mix drinks and present beverage in line with guest order and outlet standards
• Clear glasses after guests have completed their drinks
• Provide billing to guests and administer cashiering transactions
• Conduct cash-ups at the end of service
• Complete beverage stock sheets each shift
• Conduct daily stock counts of bar smalls
• Resolve or report on any anomalies to the required standards
• Report on any breakages at the end of the shift
• Leverage opportunities to upsell on promotional items

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business unit facilities, products, reward programme and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Job Requirements

Education, experience and competencies required

• Grade 12 or an equivalent national qualification on the NQ Framework 
• 2 years previous experience as a waiter, bartender or other role in a customer services environment

Work Condition & Special Requirements

•  Ability to work shifts that meet operational requirements (including weekends, evenings and public holidays)
• Physically able to move operating equipment
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements

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Job Purpose

• The Head Concierge as part of the concierge team will be responsible for supervising front of house services teams, processes and operations involved with accountable for supervising front of house guest relations desk, Porte cochere, portering activities (hotel welcome, valet parking), and luggage services, ensuring that internal (SOP’s) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements

Key Performance Areas

• Contribute to the customer services management for the hotel, engaging with customers and tour operators to provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring Sun Maslow as the hotel brand of choice
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience
• Responsible for maintaining cleanliness and safety requirements of all front of house areas, and report any maintenance issues
• Review arrival list for all arrivals and VIPs checking-in including room allocations, amenities, and special requests
• Oversee and supervise guest arrivals and departures at the Porte cochere Manage the control of vehicles and guest luggage
• Oversee the co-ordination of shuttle services to transport guests and to and from locations external to the hotel.
• Supervise luggage collection and delivery to and from guests’ rooms (where relevant), ensuring the correct tags are used to label guest luggage
• Arrange storage for packages and luggage as required by guests when checking out until departure Oversee the proper use, maintenance and repair of luggage trolleys and other service carts.
• Initiates requests and follow-ups for repair of trolleys whenever necessary. Co-ordinate and schedule the cleaning and servicing of cars and shuttles used by the hotel Manage the day to day running of the onsite Car Wash team – supplier.
• Supervise the team and processes to arrange guest transportation, excursions, and arrangements during their stay at the hotel making dinner reservations and dealing with any special requests for guests during their stay
• Enable the team to provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation. Put in place staff scheduling and duty allocations to ensure maximum coverage
• Record keeping and inputting and management of the Kronos hours. 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 escalated complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems, reporting and resolving any issues experienced
• Complete shift reports
• Complete and keep back-up departmental admin / paperwork Team management including teams at port cochere, guest relations and concierge desk including supervision of staff conditions of employment (attendance, absenteeism, leave, adherence to policies and procedures); employee training and coaching, employee relations within the department, and performance management
• Onboarding of new staff members Authorise spend in line with budget, report on any variances for the department Day to day recording and acknowledgment of the Sun GHA program and MVG customers

Job Requirements

Education

• Grade 12 Diploma in hotel management or similar
• Experience 6 years’ experience in a hotel rooms department such as concierge, guest relations, front office
• Previous experience in supervising a team is an advantage

Skills and Knowledge 

• Influencing Skills Managing Customer & Stakeholder relationships
• Decision-making
• Emotional Maturity Integrating (Connecting, Relating, Conflict Handling)
• Checking (attention to detail)
• Taking ownership Responding with urgency
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Team supervision
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera  
• Business Acumen
• Basic Financial Acumen
• Knowledge of health and safety regulations
• Knowledge of an additional language is an advantage 

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Job Purpose:

• Responsible to compile, capture, audit, reconcile and distribute gaming related documents from the gaming operations, count and cash desk functions on a daily basis for analysis and verification purposes, in line with legislation and regulations

Key Performance Areas:

• Update internal audit documents / templates for count and cash desk functions forauditing purposes
• Communicate templates to relevant departments
• Schedule regular internal audits on data and system
• Conduct audits on both count and cash desk processes and data on a regular basis
• Conduct Slots audits - soft count, meters, jackpots
• Conduct Tables audit - fills, credits, coupons, tips, chips.
• Complete monthly count of cards, playing cards, layouts etc. for OE usage calculations.
• Conduct numbered stationery audit monthly
• Conduct MVG merchandise audits 
• Conduct online investigations, identifying and escalating any suspicious transactions as per legislated requirements
• Conduct ACM (CAIONS) Audit - reconcile between ART client and SDS, removals and loadings.
• Conduct Cage Audit - reconcile the Cage recon to paperwork.
• Make recommendations to address problem areas and put in place measures to avoid loss of company revenue
• Conduct quality assurance on the back-up documentation
• Escalate any variances and errors identified
• Report daily on the count and any variances identified
• Conduct online adjustments
• Investigate all manual adjustments
• Respond to queries from Shared Services Centre related to gaming accounting.
• Record paperwork and back-up documentation

Certifications/Accreditation/Registration/Licenses

• Meet all requirements for a Gaming license

Work conditions and special requirements

• Works shifts in line with operational requirements
• Deals with cash

Job Requirements

Education

• Grade 12 with maths numeracy
• Basic bookkeeping certificate

Experience

• Minimum of 1 year experience in gaming and / or auditing
• Experience working with accounting or casino management systems

Core Behavioural Competencies

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

Technical Competencies

• Corporate & gaming industry knowledge
• Cashiering knowledge
• Count Knowledge
• Gaming Regulations
• Written and verbal communication skills
• Casino Management Systems
• Proficiency in MS Office Suite 
• Knowledge of EGS is an advantage
• Strong numerical skills
• High level of personal integrity
• Auditing knowledge and methodology

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Main Purpose of the Job

• Responsible for the timely and effective response to the full spectrum of IT user queries and problems by providing technical support to users including performing desktop software and hardware installation; performing routine maintenance on data centre equipment, troubleshooting problem areas (in person, or remotely), providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work with the aim of ensuring the optimal delivery of IT services  to the business without interruption.

Job Requirements

Minimum requirements (Education and Experience)

• Matric or equivalent
• 2-Year Diploma in IT or equivalent NQF Level 6 in IT
• MCSE, ITIL Foundation Certification is an advantage
• Meets all requirements for a Gaming license
• Minimum of 2-year relevant IT industry experience
• Ability to solve complex problems
• Manage and mitigate risks

Duties and responsibilities include:

Incident Management

• Respond telephonically to user issues
• Identify user information
• Log incidents / calls and complete checklists
• Conduct telephonic diagnostics to facilitate prompt resolution where possible
• Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
• Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents

Stabilised Data Centre Environment

• Detect and respond to technical problems
• Identify opportunities for continuous improvements and respond to feedback from service statistics / information (CSIP)
• Maintain the business unit computer services and equipment ensuring the configuration of the environment is in line with best practice
• Make recommendations on computer products or equipment to improve company productivity.
• Store a spare parts inventory of systems, subsystems and component parts used in repair work.

User Engagement

• Answer calls received promptly and treat all clients with respect
• Analysis’s severity of the issue i.e. high, medium, low
• Elicit caller information for mandatory fields
• Capture information accurately and efficiently into the system
• Respond to incidents logged by end-users that cannot be resolved telephonically
• Provide desktop support by using diagnostics to facilitate prompt resolution where possible
• Complaints, disputes and suggestions are actioned / escalated as per SOP
• Service delivered as per SOP
• Coach end-users in the use of certain software

Desktop Installations 

• Make preparations for the installation of software
• Install or update required hardware and software 
• Update SOPS and communicate with regard to resources
• Update repository of standards 

Vendor Engagement

• Liaise with vendors with regards parts, repairs, services
• Schedule logistics if required
• Escalate issues identified if relevant
• Attend Vendor management meetings if required
• Complete orders for approval with regards work completed

Core behavioural competencies

• Problem solving
• Assessing and evaluating information
• Initiative
• Decision-making skills
• Dealing with customers

Technical / proficiency competencies

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills
• IPTV Technologies
• Good networking knowledge
• Understanding of Technology Operations
• Infrastructure Knowledge
• Client Computing
• Gaming Product and Service Knowledge
• Hospitality Product and Service Knowledge

Work conditions and special requirements

• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements