Job Vacancies at Sun International

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.

Education

• Grade 12 or equivalent national qualification in gaming operations

Experience

• Previous experience in a customer facing role
• 1 year experience as a Tables Dealer
• 1 year experience in the gaming industry
• Demonstrated competence in all requirements (including an ability to deal blackjack and roulette) and participation as part of a practical Dealing School**
• Trainee Dealers – competencies and experience requirements highlighted with ** are not a pre-requisite to selection, and will be developed during the Dealer School training

Skills and Knowledge
Core & personal behavioural competencies

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable

Technical proficiency competencies

• 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

Work conditions and special requirements

•  Ability to work shifts that meet operational requirements
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aids)
• Full visual acuity (ability to discern colours)
• Manual Dexterity – ability to handle chips and cards with both handsCertifications/Accreditation/Registration/Licenses
• Meet the requirements for a gaming licence

Key Performance Areas
Prepared Work Area

• Check gaming area, table and float and ensure ready 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

Game Play

• Deal the relevant tables games (blackjack, Poker; Punto Banco, Baccarat; American Roulette; or any other game as per business unit requirements)
• Handle all player transaction requirements with regards placing of bets and paying out including cash and chip transactions
• Provides audible and precise game commentary
• 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 underagegambling
• 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
• Secure and transport float as required

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 and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

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Job Purpose

Main Purpose of the Job

Responsible to collect, deliver and transport guests around the property, and to external destination safely and provide exceptional, personalized luggage, transport, and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is personalized and worth memorable.

Education

Education, experience, and competencies required

• Grade 12/ Matric or equivalent.
• Professional Driver’s Permit (PDP)
• Valid Driver’s licence Code 10 with a clean driving record.
• 2 years’ experience as a driver.
• Experience in a customer service environmental is an advantage.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
• Physically able to stand, drive, lift luggage and move around as per job requirements.
• Have an open attitude to perform similar functions to those contained in this document, in alternative outlets due to operational requirements.

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.

Skills and Knowledge

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

• Dealing with Customers.
• Problem solving.
• Checking.
• Collecting information.
• Verbally informing.
• Team Co-operations.
• Friendly presentable individual.
• Emotionally mature and able to work under pressure.

Technical / proficiency competencies

• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area.
• Luggage procedures.
• English Verbal and Written Communication skills.
• Basic PC skills.
• Basic knowledge of Opera.
• Read directions and maps.
• Make use of a GPS device.
• Driving skills.

Key Performance Areas

Prepared Work Environment

• Identify issues with regards the workstation appearance/ functioning of equipment and systems.
• Conduct inspections of vehicles and identify any issues to be addressed.
• Check overall cleanliness of vehicles, parking areas and general Porte cochere area.
• Check fuel levels and ensure car is ready to transport guests.
• Review the arrival and VIP lists daily and understands special requirements.
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling.
• Co-ordinate the scheduling of maintenance of vehicles when necessary.
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions, and activities.

Transporting Services

• Greet all guest when entering the vehicle, and assist disable guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Adhere to all road rules.
• Co-ordinate and park vehicles of visiting guests and residents.
• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination.
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
• Greet all guests when they enter the vehicle; and assist disabled guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Plan routes to destination.
• Log transport to external destinations and file necessary documentation.
• Raise charges.
• May be required to collect and deliver other items as requested by management.

Delivering Luggage Services

• Collect guest luggage and equipment on arrival and take through to front desk.
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests’ rooms and other offices.
• Collect, tag, and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation.
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

• Be present at the Porte cochere and maintain proper decorum at all times.
• 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 solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and Porte cochere

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Job Purpose

• The CRM Manager for Sun International will be responsible for leading and delivering the group’s CRM strategy and plans, as well as team leadership and ongoing management of processes in the design, implementation and delivery of business intelligence reporting to support decision making and achievement of business results aligned to the group marketing strategy. This will include the design of reporting mechanisms which are agile and provide timely insight into business performance, and identifying actionable solutions aimed at increasing revenue.   
• The role will also focus on building CRM talent to support innovative and sustainable customer relationship management solutions for the Sun International Group into the future.

Education

• B Degree (IT / Marketing data or statistics)

Experience

• Minimum of 10 years’ experience in a CRM Business intelligence, Marketing analytics, Customer experience
• Previous experience in casino CRM positions and / or in-depth knowledge on CRM processes, Gaming systems and BI
• Demonstrable experience in the use of Marketing systems, marketing business operations and processes
• Demonstrable experience in managing a team
• Previous experience in the leisure, hospitality or entertainment industry is a strong advantage

Skills and Knowledge

• Conceptualising
• Influencing Skills
• Managing Customer & Stakeholder relationships
• Decision-making
• Leading people
• Emotional Maturity
• Delegating and empowering
• Creating solutions
• Analysing
• Emotional Maturity
• Sound knowledge of Marketing business processes & products
• Master data management including data modelling techniques, relational databases (i.e. SQL Server
• Verbal and written communication skills
• Presentation skills
• Business process analysis methods and techniques
• Advanced skills in MS Office Suite
• Statistics and numerical ability
• Project management skills
• Financial and Business acumen
• Business Intelligence & ROI Analyses

Key Performance Areas

• Understand Sun’s Marketing strategy and develop, align and deliver Sun International’s CRM plans that Activate, Stretch, Nurture and/or Correct customer behaviours, as well as business intelligence reporting to support decision making and achievement of business results in this regard
• Provide thought leadership, advice and consultation on Sun Internationals CRM portfolio and develop a centralised CRM framework, approach and tools to support increased customer spend and revenue generation  
• Oversee and participate in the design of reporting mechanisms which are agile and provide timely insight into business performance, identifying actionable solutions for increasing revenue. 
• Present recommendations to guide future business direction including working with the Central and unit Marketing Teams and other strategic operational teams with regards campaigns, promotions, customer demographics and behavioural trends, etc. 
• Benchmark performance statistics against competitor offering and performance insights and make recommendations to optimise results
• Initiate and monitor processes and reporting to identify customer segments in the database (per unit) that qualify to aggressively drive customer visits and/or spend based on past behaviour
• Drive the delivery of the CRM strategy on two levels – CRM Basics i.e. regular, standardised, best practise on Acquisition, Reactivation, Re-grades and Points Purge; and then on a more ‘aggressive’ level to identify strategies and tactics to proactively drive revenue on an ongoing basis, across the group. 
• Oversee and guide the timeous analyses of CRM campaigns to ensure re-iterative progress; as well as analyses on data findings and trends to identify opportunities and provide recommendations on further CRM initiatives / campaigns, working closely with unit requirements
• Collaborate with Marketing Managers iro the strategies/tactics and agree incentives
• Conduct impact analysis and ROI of all CRM activations and work in partnership with properties to ensure the effective implementation and delivery of CRM and promotional activations based on group strategy
• Monitor properties to ensure delivery against best practices in terms of hygiene, adhering to POPIA and related CRM/gaming compliance.
• Develop reporting tools in conjunction with ‘BI’ to ensure accurate analysis and ROI of all promotions, events and campaigns
• Liaise and engage with Business stakeholder iro of Xtra- Play usage to ensure no duplication of plans.
• Present and share results with the Business at monthly Financial and Business reviews.
• Influences present and future customer experiences, products and services by determining and evaluating current and future market trends.
• Elicit new business opportunities and leverage relationships to promote revenues; competitive edge and business growth
• Manage the team of CRM Analysts to optimise CRM activity in accordance with strategy.
• Supervise the delivery of the team and monitor staff conditions of employment, e.g., attendance, absenteeism, leave, adherence to policies and procedures 
• Conduct performance management with the team, including the identification of employee training needs, on the job training and coaching to close developmental gaps and build succession for a talent pipeline.
• Relationship agreements with key suppliers are built, negotiated and managed to achieve the business objectives and leverage new opportunities and joint initiatives

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Job Purpose

• Responsible to supervise the day-to-day delivery of culinary products and team in a section of the kitchen with the objective of preparing, producing, and presenting exceptional food products in line with Sun International’s operational excellence standards, procedural compliance, and customer experience expectations.

Education

• 2-Year Culinary Diploma or equivalent national qualification in culinary skills at Diploma level
• Membership with South African Chef’s Association and other relevant culinary accreditation
• Experience
• 3 years culinary experience as a commis chef in a similarly graded hotel / restaurant kitchen environment
• 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

Skills and Knowledge
Core and Personal Behavioural competencies:

• Handle materials, dangerous and heavy items
• Team Co-operation
• Dealing with customers - coping with rudeness,preparation of food
• Judgement through the senses viz aroma, taste, colour, texture
• Using culinary and kitchen equipment
• Problem solving
• Supervising – people at work; maintaining a presence, ensuring compliance with regulations; providing instructions
• Numeracy and calculations

Technical / Proficiency competencies:

• OE usage and storage
• Culinary Product Knowledge
• Cooking Methodology
• Legislation – food safety standards & regulations
• Environmental and sustainability standards
• Knife skills
• Waste management
• Stock control
• Proficient Computer Skills
• Micros / Opera is preferred
• Key Performance Areas

Kitchen Shift Supervision

• Supervise the preparations of mise-en-place and preparations for service
• Is present in the kitchen during service to supervise and support the chefs in the creation and presentation of quality culinary dishes food against guest orders and / or function requirements
• Identify any anomalies or issues with regards the appearance/ functioning of equipment and systems within the specific kitchen section
• Completes opening and closing checklists and registers
• Support and assist team of chefs in the section with troubleshooting and to provide professional standards and solutions
• Supervise kitchen practices in line with standard operating procedures
• Supervise the storage of operating equipment
• Supervise health, safety, hygiene, and environmental elements in the outlets
• Follows up on any fault logging with the technical departments and housekeeping until resolution
• Conduct stock control procedures and report on variances
• Identify coaching needs and facilitate on-the-job training as required

Food Preparation

• Prepare mise-en-place, conduct checks and preparations for service in line with SOP
• Identify issues with regards own workstation appearance and functioning of equipment and systems
• Check cleanliness of own section or station
• Supervise the daily operation and preparation of food / menu items according to recipe guidelines and preparation techniques – including preparation of vegetables, sauces, salads, cold starters, and hot dishes
• Control food stock and food cost in own section
• Check food stocks - reporting on shortages, throwing out food that is close to expiry and keep the fridge areas in good order.

People Supervision

• 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
• Manage employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Operations Control

• Safe use and storage of operating equipment, operating expenses (gas, chemicals)
• Storage and use of operating supplies (CONSUMMABLES, PACKAGING, CHEMICALS)
• Conduct food and equipment daily stock counts
• Report on variances / discrepancies and take necessary action to correct
• Monitor food costs (purchases related to revenue)

Culinary Standards Supervision

• Understand and conduct all tasks in line with culinary standard operating procedures
• Be aware of and comply with health, safety, hygiene, and environmental regulations in the outlets
• Use, store, and clean 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
• Hollow ware, kitchen OE and cutlery, vacuum sealers, gas burners, operating expenses, packaging

Delivered Customer Experience

• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Monitor standards and staff at the buffet: guest interaction on the floor to ensures all guests are always treated with courtesy and respect
• Up skill staff to ensure that they are fully fluent in details of menu items, current promotions, business unit and product knowledge
• Handle and resolve any guest special requests, queries, or complaints
• Take guest orders accurately at the buffet
• Prepare food items for the guest and present in line with standards

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Job Purpose

• The Financial Accountant: SVC will be responsible to prepare, process and deliver financial, transactional and accounting processes (budgets, forecasts), the reconciliation of expenses, and the reporting of financial accounts for the Sun International Vacation Club Sales & Sun Vacation Club Association, in line with Company standards, regulations and legislation, with specific regard to streamlining costs and improving financial operating standards.

Education

• BCom Accounting

Experience

• At least 5 years’ experience in a general financial accounting environment including min 2 years’ experience in project finance.
• Experience in Cognos reporting tool and IFS ERP system.
• Strong understanding of financial regulations and the legislative environment

Skills and Knowledge

• Conceptualising
• Analytical skills (including attention to detail)
• Influencing Skills
• Managing Risks, Results and Relationships
• Decision-making
• Emotional Maturity
• Ability to handle pressure and meet deadlines
• Knowledge of statutory legal and tax requirements
• Strong technical knowledge including IFRS developments
• Strong knowledge of accounting systems
• Financial reporting
• Computer Proficiency in MS Office (Advanced Excel); Cognos or similar, IFS (advantage)
• Business acumen
• Numerical skills (calculations)
• Full understanding of the budgeting and forecasting process
• Keep abreast of new developments in the financial and tax fields

Key Performance Areas

• Complete monthly accounting activities and reporting for all SVC departments to ensure the financial performance and position of the company is accurate, up-to-date and complete
• Monitor accounts to ensure that all charges and expenses have been accounted for accurately and timeously.
• Compile, monitor and review monthly, quarterly and annual Balance Sheet reconciliations.
• Compile, monitor and review monthly, quarterly and annual Budgets and forecasting reports
• Track expenses in line with budgets; and ensure these are accurately accounted for; investigating unusual variances relative to budget and previous year
• Prepare and upload monthly accrual and adjustment schedules
• Prepare monthly financial reports for cost centers, intercompany and projects, with relevant commentary.
• Create and update budget and forecast templates for all cost centres, intercompany and projects
• Compiling of annual budgets, quarterly forecasts & controls within stipulated deadlines
• Make value-add recommendations for cost savings, based on financial information and evaluating proposed projects
• Co-ordinate month end and year end activities
• Co-ordinate internal and external financial audits
• Assist with annual financial statements
• Oversee the completion of stock control processes.
• Send manual payments to Shared Services Centre (SSC) for payment
• Assist SSC with AP accruals at month-end
• Request invoices to be created from SSC and distribute to concessionaires, rebates, sponsors, sundry
• Provide details of AR credit notes to SSC
• Request customer refunds to be paid by SSC
• Request bank transfers between accounts where required
• Request disposals, scrappings, impairments, revaluations of fixed assets
• Request vouchers to be processed by SSC via KTA.
• Facilitate departmental Capex requirements
• Review financial risks (on Risk Register) quarterly and address mitigating and aggravating circumstances.
• Monitor all query workflows through Kofax Total Agility (“KTA”) and ensure they are routed to the correct department, responding to first line queries where appropriate.
• Create purchase requisitions and purchase orders for SVC accounts
• Receipt purchase orders and submission of invoices for payment
• Capture expense claims for SVC
• Complete reports / minutes/ presentations / departmental documents and distribute to relevant parties as required
• Process and administer petty cash

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Job Purpose

Overall responsibility and accountability for the banqueting operations of the business unit with specific regard to:

• achieving overall profitability of the banqueting business
• maintaining standards of both front of house and back of house banqueting operations aligned to leading practice in the industry
• maximising customer service and the conferencing experience to attract customers and increase conferencing business to the property
• conferencing product enhancement and development
• ensuring all banqueting operational efforts achieve the unit’s strategies and objectives

Education

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

Experience

• 7-8 years in the banqueting / conferencing industry including at least 3 years experience in a supervisory role.

Skills and Knowledge

• 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
• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Selling skills
• Team Planning
• Operational Management
• Product Development
• Stock control
• Intermediate Computer Skills
• Micros / Opera is preferred

Key Performance Areas
Business Plan Implementation

• Develop conferencing objectives and deliverables in line with Unit F&B strategy
• Facilitate the communication and implementation of banqueting deliverables
• Conduct risk analyses i.t.o impact on short term profit margins
• Provide clear delegation of authority and accountability for deliverables
• Manage and allocate people and operational resources 

Banqueting Product

• Monitor service offering / products and pricing of functions
• Develop product guidelines with regards
• Make recommendations of improvements to the product and service offering
• Compile and co-ordinate the conferencing  calendar for the outlet
• Conduct walkabouts for front of house and back of house areas and checks to ensure all function equipment is in working order
• Function Planning & Execution

Attends pre-conference meetings

• Provides client with relevant solutions / options and pricing for conferencing that are innovative and in line with industry trends
• Document and confirm function set-up and requirements
• Communicates requirements and standards to staff
• Oversee the set-up of venues and catering requirements in line with client requirements

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
• People Management and Development
• 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

Customer Relationship Management

• Provide input into the development of a CVP in line with the unit strategy and guest feedback
• Deal with any escalations / complaints
• Frequent Interaction with guests (especially VIP’s)
• Support VIP services in various initiatives i.e. functions, events

Financial management

• Participate in the preparation of budget forecasts & controls
• Guide and consolidate the completion of Cost of Sales reports including:
• Theoretical COS per outlet for food & beverage respectively.
• Recipes – Recipe links needs to be in place to ensure accuracy and legitimacy of theoretical as well as put us in a position 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 system MC or IFS to ensure accurate food theoretical.
• 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.
• 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
• Stakeholder relationship management

Attends meeting as per schedule

• Informs department / staff of information required to perform the duties and restaurant operation effectively
• 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