Job Vacancies at Sun International

Job Description

• The Sales Manager: Government Key Accounts is responsible for driving new business acquisition and revenue growth within the Government segment, including transient, group and embassy accounts.
• The role will build and maintain strong relationships with key government clients, identify and pursue new business opportunities, and manage a dedicated portfolio of key accounts.
• Through market and competitor analysis, strategic sales planning and effective client engagement, the role will maximise revenue potential, strengthen customer relationships and grow Sun International’s market share.

Core behavioural & Technical / proficiency competencies

Behavioural :

• Continuous Improvement  
• Integrity  
• Teamwork  
• Collaboration  
• Transparency  
• Adaptability  
• Problem-Solving  
• Customer Centricity  
• Lifelong Learning  
• Respect for Diversity  

Technical : 

• Government & Key Account Sales  
• New Business Development  
• Key Account & Portfolio Management  
• Sales Planning & Execution  
• Client Relationship Management  
• Commercial Negotiation  
• Sales Presentations & Deal Closing  
• Market Research & Competitor Analysis  
• Sales Forecasting & Reporting  
• Revenue & Budget Management  
• Stakeholder Engagement  
• Business & Financial Acumen  
• Networking & Relationship Building  
• Customer Insights  
• Opera Reservation Systems  
• MS Office & QlikView  
• Digital Acumen  
• GDS knowledge advantageous 

Job Requirements

Qualifications: 

• Grade 12 – required.  
• A 2-year tertiary qualification in Travel and Tourism is advantageous. 

Experience: 

• Minimum 4 years’ experience in Sales.  
• Experience as a Key Account Manager within a hospitality or services environment is advantageous. 

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Job Description

• The Developing Markets Lead – Africa is responsible for enabling SunBet’s growth across developing African markets through two key mandates: leading the end-to-end operational delivery of new country launches and supporting the ongoing commercial performance of existing African markets.
• The role coordinates market entry, licensing, regulatory compliance and cross-functional delivery, while translating market intelligence and player insights into targeted commercial actions that drive player acquisition and revenue growth

Core behavioural & Technical / proficiency competencies:

Behavioural:

• Continuous Improvement
• Integrity
• Teamwork
• Collaboration
• Transparency
• Adaptability
• Problem-Solving
• Customer Centricity
• Lifelong Learning
• Respect for Diversity

Technical:

• Online Gaming & Sports Betting Industry Knowledge
• African Market Operations
• Market Entry & Launch Management
• African Gambling Regulatory Frameworks
• Gambling Licensing & Compliance
• Commercial & Market Performance Management
• CRM, VIP & Player Lifecycle Management
• Player Behaviour Data Analysis & Interpretation
• Market & Competitor Intelligence
• Player Acquisition & GGR Performance Analysis
• Cross-functional Project Management
• Payment Infrastructure, Mobile Money Networks & Gateways
• Stakeholder Management & Influence
• Strategic & Commercial Decision Making
• Report Writing, Market Briefing & Strategic Communication

Job Requirements

Qualifications:

• BCom / Business Administration Degree or equivalent
• Key Gaming Licence (NGB), where applicable

Experience:

• 8–10 years’ experience in the online gaming or sports betting industry
• Experience in African market operations, commercial management and/or product roles
• Demonstrated experience coordinating cross-functional teams towards shared commercial or project delivery outcomes
• Exposure to African market operations and regulatory environments
• Experience working with CRM, VIP, Product and/or Sportsbook teams within a commercial gaming environment
• Understanding of gambling licensing and compliance processes across African jurisdictions
• Experience interpreting player behaviour and market intelligence to support commercial decision-making
• Experience coaching and developing junior team members
• Willingness and ability to travel to operating markets as required

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Main Purpose of the job:

• The Rooms Division Manager of the hotel portfolio will be responsible and accountable for the planning, management, delivery and governance of the rooms division teams and processes (including the front office, guest relations, and management of outsourced housekeeping and laundry business partners) for the two Sibaya hotels, ensuring a hotel product and assets that are well maintained and secure with the aim of driving exceptional customer experiences, maximising hotel revenues and occupancies, maintaining hotel standards, and ensuring synergy between these departments is achieved.
• The role will collaborate with Central Office and Business Unit leadership teams; leveraging partnerships with relevant stakeholders and managing relationships with key stakeholders and guests to ensure the acquisition and retention of hotel business and return business, optimising the use of people, processes, and technology to achieve objectives and focusing on high levels of operational compliance in line with budgets and legislative requirements.
• The role will also focus on building and enabling solid and engaged talent and management to support the sustainability of business operations and enable the business strategy to be achieved.

Key Responsibility Areas

• Provide a clear plan of the operating objectives, targets, and deliverables for various functional areas (including plans for the front office, laundry, concierge, and housekeeping operations). This will involve collaborating closely with the management team across the business to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy.
• Facilitate the programme management and achievement of deliverables in all rooms, housekeeping and laundry areas.
• Oversee the management of check-in and check-out customer processes at the front desk, guest relations services, as well as dealing with and resolving escalations and any special requests from customers.
• Critically evaluate product offerings, pricing and yield management across rooms areas and manage the improvement and innovation of products and offerings in line with leading practice, ensuring that the hotel builds a CVP that is relevant, innovative, and fresh
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around PoPI, and the Consumer Protection Act
• Drive a SHE management culture and ensure all staff are trained in these standards.
• Identify any risks to the business and manage and monitor remedial actions.
• Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets including conducting meet-and-greet’s; and entertaining whenever required.
• Keep up to date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, Review Pro, Inquba and manage responses / communication on escalated issues with relevant guests.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in rooms operating areas.
• Critically evaluate and monitor the quality of products, service offerings and displays across the hotel to ensure standards are aligned with the “Sun” brand.
• Oversee the management, procurement, distribution and storage of operating stock and assets in housekeeping, including linen inventory, cleaning chemicals, and amenities.
• Oversee the cleaning, storage, and distribution of uniforms.
• Facilitate and manage valet and turn down services for hotel staying guests.
• Oversee the planning and integrated management of projects in rooms operating areas and across the complex e.g., refurbishments.
• Develop a strategy and special product offerings for VIP guests, long-stay guests, and special occasions.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures.
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for the hotel and other business areas.
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives.
• Relationship agreements with key suppliers, retailers, business partners and sponsors are built, negotiated, and managed to achieve the business objectives and leverage new opportunities and joint initiatives.

Job Requirements

Education, Experience, and competencies required:  

• Diploma in Hospitality Management
• Degree in business management is an advantage.
• 10 years’ experience in the hospitality industry including:
• Experience in “5 star” hotel room product and service standards
• Experience in leading and inspiring teams
• Experience in managing Business Partners and Service Level Agreements
• Thorough understanding of legislation (SHE / LRA/ risk management)

Work Conditions and Special Requirements

• Local travel as required.
• Required to work outside of normal working hours, in line with operational requirements (including weekends, public holidays)

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Job Purpose

• To prepare and deliver exceptional beverage services within the hotel operations to ensure that internal (SOP) standards are continuously achieved and professionally executed 

Key Performance Areas

Prepared Work Area

• Prepare mise-en-place, and conduct any other required checks and preparations for service
• Identify issues with regards the bar display and surrounding areas in terms of appearance/ functioning of equipment and systems
• Stock bar for service
• Check cleanliness of own section or station

Service Execution

• Keep up to date with regards food products, trends and drinks methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• 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
• Be attentive to guest requests
• Clear glasses after guests have completed their drinks
• Provide billing to guests
• Conduct cash-ups at the end of service
• Complete beverage stock sheets each shift
• Leverage opportunities to upsell on promotional items

Bar Standards

• Understand and conduct all tasks in line with F&B standard operating procedures
• 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
• 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

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

• Grade 12 

Experience

• 2 years previous experience as a bartender 

Skills and Knowledge

• Work conditions and special requirements 
• Ability to work shifts that meet operational requirements
• Physically able to move operating equipment
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements
• Technical competencies
• Beverage / Cocktail Product Knowledge
• Barrister skills
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services
• Core behavioural competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions 
• Team co-operation

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Job Purpose

• The Rooms Division Manager has the overall responsibility and accountability for leading, managing and integrating the front office, guest services, concierge and housekeeping operations for the business unit in line with regulations; legislative requirements and company standards

Key Performance Areas

Delivered Rooms Division Business Plan

• Understand the Hotel’s strategic plans and align objectives for the Unit’s Rooms Division deliverables
• Facilitate the programme management and achievement of milestones of Rooms Division deliverables
• Investigate front office, guest services, concierge and housekeeping practices in the industry and benchmark with leading trends and technology
• Identify and investigate new opportunities to streamline and optimise Rooms Division 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
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Reports on the results of the function including Rooms Division reports; Monthly Financial Review reports; Risk Reports; Month end reports

Compliance Management

• Oversee Rooms Division standards and processes for the hotel – ensuring they are updated and communicated
• Integrates Group standards into Unit Operations where required
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Facilitate the implementation of sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct daily walkabouts of all Rooms Division areas, both front of house and back of house areas to monitor compliance
• Conduct room checks and take any necessary action to ensure standards are being maintained
• Ensure all staff are trained and found competent against regulatory and job requirements
• Works with internal stakeholders (security and internal auditors) to identify risk areas and address these
• Monitor that all security protocols have been adhered to

Rooms Division Product Development

• Conducts a competitor analysis and keep up to date with trends in the market around room standards, amenities and workflow processes
• Analyse reports and statistics with regards demand forecasting and yield management including short (1-3 months); medium (3-6 months) and long term (6 -12 month) initiatives to achieve targets.
• Monitor and implement plans to increase occupancies, in line with statistics and current and forecasted bookings including overbooking statistics, hurdle values; length of stay values, etc.
• Monitor and review reservations bookings, analysing the data in terms of market segments and channels; check the room nights and revenue picked up or dropped off; as well as actuals against budget and forecasts
• Check for advance days, weeks and months and resolve any inventory imbalance issues, overselling of room types and sold out dates.
• Implement value add recommendations and cost effective competitive solutions that address inefficiencies, opportunities or risks in order to achieve targets
• Plan, manage and monitor approved projects and refurbishments within the rooms, as well as soft refurbishments
• Drive the rooms upsell programme to maximise revenue potential

People Leadership

• Provides direction and support to management and employees with regard to Rooms Division 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
• Drive and embed the Sunway blueprint behaviors into the various areas of the rooms division
• Plan for and oversee the implementation of reward and recognition initiatives within the rooms division function 

Budget management

Manage the financials for the Unit Rooms Division function  including:

• Budget
• Cost management
• Inventory management and stock control of housekeeping linen, chemicals and amenities
• Capex
• PIP and forecasting
• Revenue growth plans and performance
• Financial reporting for the function
• Oversee the development and updating of uniform and linen controls

Customer Relationship Management

• Drive the customer value proposition for Rooms Division in line with the unit strategy 
• Deals with escalations / complaints and identify the root cause to ensure issues are addressed sufficiently
• Be available on the floor to interact with VIP and other guests visiting the hotel
• Monitors customer standards and addresses gaps
• Provides support to front office management, guest services management, concierge and housekeeping management as required
• Plans, manages and monitors projects and initiatives to improve the customer experience
• Develops staff to ensure they have the product and procedural knowledge and competence to deliver against objectives and plans
• Develop and coach staff to ensure they have the situational handling knowledge and competence to deliver against objectives

Stakeholder relationship management

• Liaises with the Revenue, Sales and Marketing and Food & Beverage to develop customer retention and acquisition campaigns
• Communicates campaign objectives and plans to Rooms Division functional managers for co-ordination and implementation
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA and monitors feedback against agreed objectives
• Communicates any special guest requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance and challenges within the Rooms Division environments
• Provides feedback on operations to management team on initiatives, performance, concerns, etc.

Job Requirements

Education

• 3 Year Degree / Diploma in Hotel or Hospitality Management 

Experience

• 8 years’ experience in the hotel industry within a front office environment; including 3 years in a management position
• Additional experience in housekeeping would be an advantage 

Work conditions and special requirements

• Ability to work shifts that meet operational requirements (including evenings, weekends, public holidays)

Skills and Knowledge

• Hotel operational and product knowledge
• Front office knowledge
• Housekeeping product and procedural knowledge
• Compliance Procedures
• Accommodation Revenue forecasting & analysis
• Financial acumen (including productivities)
• Team Planning
• Proficient Computer Skills – MS Office (Excel); Opera, Ideas
• High levels of integrity
• Rooms & Yield Management
• Labour legislation
• SHE legislative knowledge and execution
• Business Acumen
• Networking skills
• SLA & Contract management
• Coaching & mentoring

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Job Purpose

• The Butler will be responsible for greeting and checking in guests, making dining and entertainment arrangements and keeping guest rooms and suites up to the hotel and guest standards.

Key Performance Areas

• 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
• Educate customers on business unit facilities, products, reward programme and current promotions
• Recommend, upsell and arrange for amenities and activities for guests
• Serve meals and pour drinks for guests
• Keep up to date on all hotel policies on safety and hygiene
• Display a thorough understanding of the inventory, consumables on offer, menus and food outlets
• Communicate with the kitchen regarding menu questions and product availability
• Keep relevant departments informed about guest allergies and food preferences.
• Fulfil guest's requests and liaise with respective departments: laundry, wake-up-call, spa bookings, errands, concierge, transport and any special requests etc.
• Record transactions and order items on relevant system
• Updates guest feedback and comments on to relevant system
• Checks in with guests to ensure satisfaction with each food course and/or beverages.
• Inform housekeeping department the time desired for the daily cleaning and turn-down service
• Possess knowledge on accommodation features: lay-out, room type, location, decor, in room facilities and equipment
• Monitor stocks of items, and re-stock where applicable
• Anticipate guests' needs and provide a seamless service to them to acquire any items they need and provide them with fast, timely service for all of their needs.
• Provide billing to guests where relevant
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Job Requirements

Education

• Grade 12 

Experience

• 2 years’ experience as a butler/within a customer service industry providing personalised guest experiences

Skills and Knowledge

• Food & Beverage Product Knowledge
• Food Service
• Hotel & resort knowledge
• Operating equipment use & care
• Beverage service
• Communications skill (verbal & written)
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

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Job Description:

• The VIP Host role in Sunbet is responsible for implementing the VIP customer program and is the point of contact for VIP customers. The role needs to acquire, build and retain relationships with Sunbet’s VIP customers to grow it’s VIP business, increase its market share and achieve or exceed visitation and revenue targets, in line with Company policy and regulations.

Core behavioral & Technical / proficiency competencies: 

Behavioural: 

• Problem Solving.
• Analytical Decision making.
• Commercial/Financial Acumen.
• Collecting Information (listening; asking questions).
• Team co-operation.
• Dealing with Customers.
• Checking (accuracy in the handling and recording of transactions).
• Emotional resilience.
• Building & Developing relationships.
• Influencing.
• Selling.
• Conflict handling skills.
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality.

Technical:

• Sports and sports betting Industry knowledge.
• Online casino games, poker and crash games knowledge.
• Understanding of web based and e-commerce products.
• Sun Bet product knowledge.
• Written and verbal communication skills.
• Proficient computer literacy (MS Office; CRM software).
• Sales skills.
• Telephone skills.
• Networking skills.
• Negotiating skills.
• Legislation – including POPI, FICA requirements.

Job Requirements

Qualification:

• Grade 12.
• Diploma in related field.

Experience:

• Minimum 3 years’ experience in a customer service, a contact centre or sales environment.
• Experience dealing with high end and VIP customers is an advantage.
• Having an interest and experience in sports is preferred.