Job Openings at Sun International

Job Purpose

• Overall and direct responsibility and accountability for the strategic planning, management, delivery and governance of the day to day hospitality business unit functions, customer experience and business relationships with the aim of ensuring the property is well maintained and secure, and that synergy between functions across the property is achieved in line with customer experience standards, budgets and legislative requirements with the ultimate objectives of driving footfall, increasing revenue and managing any areas of risk. 

Key Performance Areas

• Delivered Hospitality Business Plans
• Understand the Group strategies and Unit strategy and operationalise strategic objective, targets and deliverables for the business unit in areas of F&B, Conferencing, the Hotel, SHE, retail and maintenance
• Collaborate with GM and Group Retail Manager to build objectives and processes that will engage tenants and service providers in delivering retail and hospitality products and services in line with company standards
• Facilitate the programme management and achievement of milestones of deliverables in all hospitality areas
• Monitor market trends to understand consumer expectations and brand relevance including product, pricing and service provider offerings available in the market
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide input into present and future hospitality products and services by determining and evaluating current and future consumer hospitality trends and promotions for the complex.
• Develop a plan around the customer experience at important touchpoints in the customer’s journey from arrival at the front entrance, to the full hospitality interaction; food and beverage, retail and hotel experience throughout the complex.
• Communicate objectives and promotions to the team, business partners and key stakeholders to ensure optimal execution and synergy throughout the experience
• Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth ** Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience Compile plans and manage the execution of any new projects and offerings across the complex
• Identify and investigate new opportunities to streamline, integrate and optimise processes and services for the property *Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

Operational Governance & Standards

• Oversee the development and updated standard operating procedures and processes are developed, communicated and audited on a regular basis (within areas of responsibility)
• Manage internal audit processes and conduct quality assurance to ensure procedural compliance
• Research new technologies and alternative methods of efficiency to improve and streamline processes and products.
• 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 risk to the business.
• Conduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the business unit and grounds are aesthetically attractive and secure, and that there is compliance with various regulations and legislation
• 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.

Hospitality Operational Management

• Reasearch and ecpand knowledge of local and international hospitality standards and products
• Critically evaluate product offerings across the various hospitality functional areas (including hotels, F&B, conferencing, etc.), and manage the improvement and innovation of products and offerings in line with leading practice
• Monitor quality of products, service offerings and displays throughout the complex tensure standards aligned with the “Sun” brand
• Measure success and return on investment of products and services and identify issues and challenges when not achieved
• Align customer experiences and standards across functional areas and create synergy of standards throughout the unit
• Oversee the management of operational inventory, distribution and storage of operating equipment and facility layout.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures
• Collaborate and act as an advisor to the operational and management team with regards standards; procedures and product enhancement
• Oversee the planning and integrated management of projects in specific functional areas and across the complex e.g. refurbishments
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and across the complex *Deal with and resolve escalations.

Budget Management

• Collaborate with Financial Manager and Functional Managers to consolidate and report on the Financial status of the hospitality operations within the business unit including:  
• Set and review budgets
• Revenue management
• Cost control
• Capex

PIP and forecasting

• Financial reporting on Revenue analysis, variances and revenue strategies for these areas *Initiate ideas and promotions to grow hospitality revenues * Monitor pricing across the complex, and address anomalies
• Monitor productivities in areas of hospitality
• Report on current and future business and revenues in areas of hospitality
• Conducts analyses and makes recommendations for optimisation of costs and introduce efficiencies without jeopardising services.
• Conduct analyses, to understand and control costs related to the management of tenants and business partner relationships
• Financial reporting on projects and initiatives

People Leadership

• Provides direction and support to all functional management and employees with regard to operationalizing strategic deliverables *Provides motivation and leadership to promote positive working relationships
• Track, measure and enhance employee engagement
• Drives a performance management culture
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management to build a solid talent pipeline
• Manage change processes and communication to ensure all employees and business partners are aligned on changes taking place across the business unit *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
• Performance Manage 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 Business Unit strategy, product offerings and experiences within own business operation
• Analyse and understand customer preferences and activity within own business operation using Business Intelligence tools. *Collaborate with unit EOC to operationalise the Customer experience strategy and tools within the operation to build a CVP that is relevant, innovative and fresh. *Drives the execution and delivery of the customer experience strategy 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

• Communicates with service providers and retail tenants with regards to strategic objectives operational and service standards, to ensure synergy in execution
• Communicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the “floor”
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements or events to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas of Sun Central, including F&B, VOW, and the retail and recreational operation
• Participate in the sourcing and negotiating of business partner and vendor contracts for the business unit
• Maintain regular communication with regards non-conformance; planned changes in procedures, standards; performance; etc.
• Manage interventions to optimise synergy, motivation and engagement of all parties
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.
• Communicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the “floor”
• Provide feedback to management on challenges, concerns and recommendations for remedial action as well as future business opportunities *Present reports, analyses and results to management as required
• Be available to deputise for General Manager in his / her absence *Work Conditions and Special Requirements *Ability to work shifts that meet operational requirements *Local Travel 

Job Requirements

Education

• 3-Year B-Degree (Business Management or hospitality Management) 

Experience

• 10 years experience in the hospitality industry including:
• 4 years senior management experience in F&B management or hotel management
• Strong understanding of rooms division management (Housekeeping / Front Office / Guest Relations)
• Experience in managing Business Partners and Service Level Agreements
• Knowledge of food & beverage services and standards
• Thorough understanding of legislation (SHE / LRA/ risk management) 

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Job Purpose

• Responsible for the management of the kitchen operations and team within an area of the business unit with specific regard to: maximising revenue potential in specific outlets, improving of standards of operation (including health, hygiene, safety and environmental standards). Provide recommendations for innovative culinary products; enhancements and production;
• Control of kitchen operating equipment and stock; Control of kitchen spend and wastage; team management; implementation of culinary operational efforts to achieve the unit’s strategies and objectives 

Key Performance Areas

• In collaboration with the Executive Sous Chef, develop outlet objectives and deliverables in line with the culinary strategy· Facilitate the communication and implementation of culinary deliverables for the outlet· Provide clear delegation of authority and accountability for deliverables· Manage and allocate people and operational resources·
• Communicate plans relative to promotions and strategies to relevant staff and stakeholders within the unit· Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property·
• Put in place staff scheduling and duty allocations to ensure coverage· Handle shift briefings / handovers / shift reports· Manage the preparation of mise-en-place · Complete opening and closing checklists·
• Interact and be present on the floor during service to ensure food quality and presentation in line with standards· Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues experienced during service etc.
• Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet· Report and resolve any issues experienced· Monitor the cleanliness and hygiene of the kitchen before, during and after service. Completes shift reports· Produce a 10-day / 20-day and monthly food cost report· Contributes to month-end financial reports for the outlet (Budget vs revenue, food cost, etc) ·
• Audit food safety standards to ensure outlet compliance with relevant legislation regulations· Conduct maintenance and hygiene inspections in all areas of the kitchen· Monitor health, safety, hygiene and environmental elements in the outlet· Manage the control and storage of stock and operating equipment as per SOP for the outlet· Investigate variances / discrepancies and take necessary action to correct·
• Monitor Culinary standards and processes· Control waste for the outlet· Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these·
• Collaborate with the Executive Chef to complete the planning for the Budget and forecasts for the outlet· Motivate and manage Capex requirements for the outlet· Authorize spend in line with budget. 
• Food recipe – All menu item food recipes to be documented, updated and captured into the system MC or IFS to ensure accurate food theoretical. Manage the conducting of accurate stock takes for the outlet in line with Company process. Report on any variances for the outlet· Report on staffing and productivities· Monitor departmental leave liability·
• Check all outlet staff wages / spend are in line with budget as a % of revenue; maintain productivity ratios of performance for line staff· Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures· 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·
• 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· Liaise with F&B on food and beverage offering, menus and services in the various outlets· 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.

Job Requirements

Education

• 3-Year Culinary Diploma or equivalent National Culinary Qualification at a Diploma level·
• Membership with South African Chef’s Association and other relevant culinary accreditation.

Experience

• 5-6 years experience and track record in a similarly graded hotel / restaurant kitchen environment of which at least 2 years experience must have been as a chef de partie. Demonstrated ability to make use of intermediate computer skills.

Skills and Knowledge

• Decision-making – use of initiative
• Learning – training; coaching; staying abreast of industry developments
• Implementing and co-ordinating – organising people; non-people resources
• Numeracy and calculation skills
• Analysing and diagnosing – numerical information; trends in data
• Problem-solving
• Making fine judgements through the senses viz colour, taste, texture
• Knowledge
• Food Costing
• Culinary Product Knowledge
• Kitchen Operational Management
• Labour legislation
• Environmental and sustainability standards
• PC skills
• Coaching
• Cooking methodologies 

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Job Purpose

• Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work.

Key Performance Areas

• Respond to incidents logged by end-users that cannot be resolved telephonically
• Provide desktop support to end users by using diagnostics to facilitate prompt resolution where possible
• Provide feedback to the service desk on resolution of incidents
• Provide technical support and troubleshoot equipment faults including AV equipment for conferencing facilities; TV repairs logged for guest rooms, etc. as required
• Coach end-users in the use of certain software
• Make preparations and install and update software
• Store a spare parts inventory of systems, subsystems and component parts used in repair work.
• Liaise with vendors with regards to order parts, repairs, services, escalating any issues
• Complete orders for approval with regards work completed

Job Requirements

Education

• 2-Year Diploma in IT or equivalent NQF Level 6 in IT 
• MCSE, ITIL Foundation Certification is an advantage

Experience

• Minimum of 2 year relevant IT industry experience 
• Able to work shifts and weekends
• May be required to work overtime in line with operational requirements 

Skills and Knowledge

• Technical acumen
• Risk Management skills
• Listening skills
• Telephone skills
• Understanding of Technology Operations
• Infrastructure Knowledge
• Client Computing
• Hospitality Product and Service Knowledge

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Job Description

• Manages the day-to-day delivery of the food production operation and culinary team within a specific outlet with the objectives of delivering quality culinary products, maximising revenue through controlling operational efficiencies and productivities, operating equipment and stock, in line with Company standards.

Job Requirements

Education, experience and competencies required:

• 3 -Year Culinary Diploma or equivalent National Culinary Qualification at a Diploma level
• Membership with South African Chef’s Association and other relevant culinary accreditation (Advantageous)
• 5-6 years’ experience and track record in a similarly graded hotel / restaurant kitchen environment of which at least 2 years’ experience must have been as a chef de partie

Work conditions and special requirements:

• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)
• Physically able to move operating equipment
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Duties and responsibilities include:

Delivered Culinary Business plan for the outlet

• In collaboration with the Executive Sous Chef, develop outlet objectives and deliverables in line with the Culinary strategy:
• Facilitate the communication and implementation of Culinary deliverables for the outlet
• Provide clear delegation of authority and accountability for deliverables
• Manage and allocate people and operational resources
• Communicate plans relative to promotions and strategies to relevant staff and stakeholders within the unit
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

Shift management

• Put in place staff scheduling and duty allocations to ensure coverage
• Handle shift briefings / handovers / shift reports
• Manage the preparation of mise-en-place
• Complete opening and closing checklists
• Interact and be present on the floor during service to ensure food quality and presentation in line with standards
• Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues experienced during service etc.
• Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Monitor the cleanliness and hygiene of the kitchen before, during and after service

Outlet Product Enhancement

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Monitor products and pricing within the outlet
• Make recommendations of improvements to the product / menu offering
• Compile and co-ordinate the culinary promotional calendar for the outlet
• Monitor standards in the outlet and identify any areas of concern

Culinary Standards & Governance

• Conduct maintenance and hygiene inspections in all areas of the kitchen
• Monitor health, safety, hygiene and environmental elements in the outlet
• Manage the control and storage of stock, operating expenses (gas) and operating supplies (packaging, chemicals), equipment as per SOP for the outlet
• Investigate variances / discrepancies and take necessary action to correct
• Monitor Culinary standards and processes
• Control waste for the outlet
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

Outlet Budget Management

• Collaborate with the Executive Sous Chef to complete the planning for the Budget and forecasts for the outlet
• Motivate and manage Capex requirements for the outlet
• Authorise spend in line with budget
• Monitor food costs (purchases related to revenue)
• Food recipe – All menu item food recipes to be documented, updated and captured into the system MC or IFS to ensure accurate food theoretical.
• Manage the conducting of accurate stock takes for the outlet in line with Company process. Report on any variances for the outlet
• Produce a 10-day / 20-day and monthly food cost report
• Monitor departmental leave liability
• Check and report on all outlet staff wages / spend are in line with budget as a % of revenue; maintain productivity ratios of performance for line staff
• Procurement – All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis going forward to ensure we monitor and track price movements to minimize input cost fluctuations.
• Contribute to month-end financial commentary for the outlet

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

Customer Relationship

Management

• Ensures 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
• Shift handover ensures that staff have sufficient insights and information with regards
• VIP customers visiting the property

Technical Competencies:

• Food Costing
• Culinary Product Knowledge
• Kitchen Operational Management
• Labour legislation
• Environmental and sustainability standards
• Proficient Computer skills
• Coaching
• Menu engineering
• Cooking methodology

Behavioural Competencies:

• Decision-making – use of initiative
• Learning – training; coaching; staying abreast of industry developments
• Implementing and co-ordinating – organising people; non-people resources
• Numeracy and calculation skills
• Analysing and diagnosing – numerical information;
• Demonstrated ability to make use of intermediate computer skills trends in data
• Problem-solving
• Making fine judgements through the senses: colour, taste, texture

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Job Purpose 

• The Surveillance & Security Manager has the overall responsibility and accountability for leading and managing the surveillance, compliance and security operations (including the management of the inhouse security company) for the business unit in line with gaming regulations; legislative requirements and company standards. 
• The Surveillance & Security Manager has the overall responsibility and accountability for leading and managing the surveillance, compliance and security operations (including the management of the inhouse security company) for the business unit in line with gaming regulations, legislative requirements and company standard.

Key Performance Areas

Surveillance & Security Business Plans

• Understand the business strategy, and develop and align objectives for the Unit’s Surveillance and Security function
• Facilitate the management and achievement of milestones of deliverables
• Understand and integrate leading trends and technology with regards surveillance and security practices
• Conduct a risk analysis of the business unit areas with regard to internal and external risk and compliance management
• Manage and allocate people and operational resources 
• Oversee the daily security operation through the management of the outsourced security company
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Act as a Subject Matter Expert on issues of safety, surveillance and security for the business unit

Surveillance & Security Standards & Governance

• Oversee the development and availability of surveillance and security standards and processes at a unit level – ensuring they are updated, communicated and embedded
• Monitor and align practices with new legislative compliance, gaming regulation requirements and security protocols
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all functional areas, both front of house and back of house areas to monitor compliance
• Ensure all staff are trained and found competent against regulatory requirements
• Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
• Implements CCTV system and inspections according to legislative requirements

Complete the following reports in line with relevant requirements:

• Gaming Board reports
• Investigative/ Audit Reports
• Monthly Financial Review reports
• Risk Reports
• Month end reports
• FIC reporting

People Management

• Provides direction and support to management and employees with regard to surveillance, compliance and security policies, procedures, initiatives and innovations
• Provides motivation and leadership to promote positive working relationships and employee relations within the department
• 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
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved
• Facilitates a performance management culture

Budget management 

Manage the financial standards for the surveillance and security functions including:

• Budget development and management
• Cost and expense management
• Monitoring of PIP and forecasting, making recommendations for cost efficiency (where relevant)
• Report on the financial outcomes and results for the function
• Motivate and manage Capex requirements
• All contracted costs and supplier price quotes are reviewed and monitored
• Oversee the conducting of accurate stock takes
• Report on project status updates

Customer Experience Management

• Develops standards on the customer experience for security and surveillance in line with the unit strategy and customer value proposition
• Deals with escalations / complaints effectively and efficiently to resolution
• Be available on the floor to interact with VIP punters and guests when required
• Enable staff that interact with the customer telephonically or in person to provide the correct customer experience standards.

Vendor Management

• Provide input into the sourcing and negotiating of secure contracts and a SLA with the security provider for the business unit (as required)
• Monitor the daily operations, planning and staff management of the security contract, to ensure maximum security coverage
• Communicate on a daily basis and maintain the relationship with the service provider
• Provide support and advice to the service providers on challenges to assist in building an effective partnership for the benefit of the property
• Assist with resolving obstacles that may need to be addressed to achieve a secure operation and agreed results
• Manage contract deliverables and performance

Stakeholder relationship management

• Informs department / staff of information required to perform the duties in the surveillance and security operations effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on the critical incidents and challenges within the gaming environments
• Liaises with authorities and police with regards investigations and case management
• Interact and build relationships with Gaming Board; and liaise on issues of compliance and required regulations
• Consult with stakeholders and provide feedback to necessary parties

Job Requirements

Education

• 3 year diploma or bachelor’s degree in Security Management .
• B Tech Degree in Security Management is advantageous 

Experience

• Minimum of 5 years’ experience in Surveillance management (preferably in the gaming industry)
• Previous security experience is an advantage

Skills and Knowledge

• Meets the requirements for a key Gaming License
• PSIRA B grade certificate 
• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)