Job Vacancies at Sun International

Description

Job Purpose

• The Guest Relations Manager is responsible for the monitoring, team management and delivery of a welcoming customer experience at the Front Desk / Concierge, Porte Cochere and across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements. 

Key Performance Areas:

• Delivered Guest Relations Plan 
• Develop guest relations objectives and deliverables in line with business unit strategy
• Facilitate the communication and implementation of customer experience deliverables for the hotel
• Conduct risk analyses i.t.o impact on short term profit margins 
• Provide clear delegation of authority and accountability for deliverables 
• Collaborate with the rooms management to complete a competitor analysis and benchmarking of customer services and product offerings in property catchment areas including pricing comparisons
• Provide input and motivate new product and service enhancements
• Manage and allocate people and operational resources  
• Communicate plans relative to promotions to relevant staff and stakeholders within the unit
• Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc. 
• Act as the point of contact for event organisers and facilitate the co-ordination and management of site inspections, educationals and special events
• Manage the online reputation for the business unit – monitoring platforms such as  TripAdivor; Booking.com, and ensuring that guest feedback (good or bad) is recognized and responded to
• Review and manage customer feedback received via various channels e.g. Inquba respond to good or bad customer feedback

Shift Management

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports 
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet 
• Provides feedback and reports back to management on challenges being experienced on the floors
• Manage the control of stock and operating equipment as per SOP 

Completes shift reports

• Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

Guest Relations Standards & Governance

• Monitor Guest Relations standards and processes 
• Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment
• Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business. 
• Conduct quality assurance around customer experiences, including courtesy calls
• Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of all guest areas, including conducting room checks
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these 

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
• Monitor adherence to SOPs including conducting of quality assurance calls
• Manage employee relations and disciplinary processes (when necessary) within the department
• Facilitate staff communication and motivation
• Perform and document performance contracting, reviews and development discussions
• Provides resources and removes obstacles  to performance 
• Recruit and resource for talent for positions within the department
• Onboard new staff members in the department

Budget management 

• Develop and manage the guest relations budget for the hotel including:
• Budget
• Capex

Cost management

• Financial reporting for the function including reporting on campaigns and guest relations initiatives

Customer Experience 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 hotel / on the floor that will support brand loyalty ensuring hotel as the brand of choice 
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities; 
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
• 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
• 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 

Requirements

Education

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

Experience

• Minimum of 7 years’ experience with 3 years in a management position in the hospitality industry 
• Previous experience in duty management is an advantage 
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to stand for extended periods of time

Skills and Knowledge

• Corporate & industry knowledge
• Quality Assurance
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Advanced written and verbal communication skills
• Proficiency in MS Office Suite, Opera  
• Business Acumen
• Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment
• Team Planning
• Knowledge of an additional International language is an advantage 

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Description
Main Purpose of the Job

• Responsible to supervise staff that provide a frontline customer service experience at the Cash desk areas on the gaming floor and to assist with supervising count processes as required ensuring operational excellence, procedural compliance and guest service satisfaction.

Education, experience, and competencies required.

• Grade 12
• Minimum of 1 year cash desk / count experience or 1 year in a supervisory position in the cash handling industry
• Experience in the gaming industry would be an advantage.
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable
• English verbal communication skills
• Numerical skills (calculations)
• Cash / credit transaction knowledge
• Cash desk equipment usage and maintenance
• Cashiering administration
• Rostering
• Count
• Basic computer skills
• People Supervisory Skills

Accreditation / Registrations / Licenses

• Meet the requirements for a gaming licence.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Legislative / Regulatory Compliance
• Gaming Regulations / FICA regulations.

Requirements
Job Scope and Responsibilities
Floor Supervision

• Check cash desk areas and ensure all equipment for service is functioning and ready for service.
• Communicate and follow-up on the correction of any equipment faults or defects prior to the start of the shift.
• Check cleanliness of customer service areas.
• Conduct daily cash desk reconciliations.
• Complete supporting documents.
• Review duty checklist, prioritize and action as needed.
• Maintain cash levels during service to mitigate risk and cater for demand.
• Report and investigate error tracing or cashier variances with Surveillance.
• Process unresolved variances.
• Obtain all requirements for establishing Cheque Cashing Facility Applications.
• Verify suspicious transactions and report as required.
• Cash-up and sign-off of cashier floats.
• Assist with complicated and escalated transactions.
• Secure cash desk, satellite stations and other cashiering areas.
• Transactional requirements and responsible gambling information are displayed at all customer points as per regulations.

Count Supervision

• Supervises employees to ensure that staff uniform, hygiene and appearance is maintained.
• Conduct performance contracting, reviews and development discussions with staff.
• Identifies performance gaps and conduct coaching and on job training.
• Identifies and addresses misconduct issues.
• Keeps records of coaching discussions.
• Develop, update and communicate departmental procedures and controls to all staff.

Deliver Customer Experience

• Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times.
• Shift handover ensures that staff can provide customers with relevant service.
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Report on any issues experienced and solutions executed.

Know How

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure cashiering 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.
• Always follows laid-down policies and procedures, 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.

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Description

Main Purpose of the Job

• The Stock Controller is responsible to supervise the replenishment of food and beverage stock and supplies to ensure the availability of par stock levels in line with operational requirements in accordance with stock control principles, as well as the accurate recording of inventory and stock management systems according company policy and standards.

Education, experience, and competencies required.

• Grade 12
• 2-Year Diploma in cost management, stock control and / or procurement is an advantage
• 3-5 years’ experience in a similar position at a supervisory level
• Experience / exposure to the hospitality industry would be an advantage

 Job Complexity

 Know how:

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure F&B 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 client requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Supervises progress, results and service offered on the shift.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the manager for resolution.

Requirements

Core behavioral competencies.

• Problem-solving
• Decision-making skills
• Controlling people and non-people resources
• Planning
• Developing relationships
• Checking skills / Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Clerical Administration skills
• Client service orientation

Technical / proficiency competencies

• F&B Product knowledge
• Stock control procedures.
• SHE legislative requirements
• English Written and verbal communication skills
• Numerical skills
• Pricing, product analysis
• Vendor Relationships
• Proficient computer skills (MS Office; Micros, IFS)

Key Performance Areas

Stock Control

• Maintain par levels of stock in the warehouse.
• Check and maintain all areas of the warehouse for cleanliness and proper stock storage
• Place orders in line with operational requirement, economical order quantities, authorization, and par levels.
• Check all deliveries against the order and document any necessary changes with respect to returns, price deviations, over/under deliveries.
• Conduct quality checks of stock received and provide feedback to the warehouse manager on all problems encountered with suppliers around the quality of products supplied.
• Submit all documents raised to the warehouse manager for review and authorization and maintain accurate records of all transactions and transfers in/out for various outlets.
• Supervise storage and rotation of stock (FIFO)
• Conduct daily inspections and checks including records of freezer temperatures for accuracy, completeness.
• Report on the deviations from the expected temperatures; log and follow-up on calls where maintenance needs to fix the freezers.
• Do daily spot checks on stock items and investigate any discrepancies to system figures.
• Participate in all mandatory stock takes according to procedure and investigate variances with explanations to the warehouse manager.
• Report weekly on the running of the inventory group for a specific areas / outlet (including problems entailed / stock shortages etc.)

Cost Control

• Report on price changes or deviations during the receiving of goods and capturing of invoices
• Raise the purchase order requisitions as per the F&B operations needs and par levels of warehouse
• Charge all stock issues to revenue and cost centers as soon as stock is physically moved, ensuring that the goods issued are exactly as charged and stock is issued according to procedure.
• Print picking lists for store man to gather stock for the outlets
• Develop inventory control models that promote lower cost of sales, shorter lead times and reduced stock losses

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
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Client Engagement

• Maintain a good working relationship with other departments and staff members
• Liaise with Chefs, Floor and Outlet Managers with regards their requirements as well as new products, discontinued products, and any other relevant info with regards stock.

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Description
Job Purpose

• Responsible to monitor the gaming floor and operation to ensure gaming and procedural compliance and protection of Company assets, staff and guests, in accordance with company standards and gaming regulations.

Key Performance Areas

• Surveillance Monitoring
• Monitor all Gaming procedures on the gaming floor against the relevant functions.
• Complete target reports / punter scans on all gaming areas as per unit specific schedule
• Conduct system checks, alarm conditions and interfaces
• Record and report on faulty equipment
• Issue and check playing cards, where required and other gaming related equipment as per SOP
• Identifies, monitors and actions significant events actioned as per SOP: punter scanning, jackpot verification, table activity, etc.
• Monitors all non-gaming procedures against the relevant function
• Proactively monitor high risk areas and emergency response as per set out procedures
• Reviews all video footage and other documentation/ reports relating to incidents, queries and variances
• Investigates all variances reported to the Surveillance Department 

Reporting & Administration

• Reports or escalates findings of the review and investigations
• Record and retain evidence to be used for further processes according to standards
• Reporting all incidents and significant events to the relevant Stakeholders.
• Prioritizes reports according to the severity of the incident.
• Captures relevant data on the EOB
• Compiles comprehensive reports where required 

Requirements
Education

• Grade 12 or equivalent national qualification in gaming operations 

Skills and Knowledge

• Problem Solving 
• Collecting Information (listening; asking questions)
• Analytical skills
• Handling conflict
• Checking
• Attention to detail
• Following Instructions
• Emotional resilience
• Honesty & Integrity
• Ability to deal with highly confidential information

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Description

Job Purpose

• The Hotel Supervisor is responsible for the monitoring, supervision and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Key Performance Areas

Hotel Duty Management

• Implement the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer’s journey from arrival until departure throughout the hotel
• Conduct shift briefings and handovers and communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
• Compile plans and manage the execution of any new projects and offerings for the hotel
• Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion set-ups, troubleshooting in various areas. 
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers 
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems 
• Maintain operational standards across the property (e.g. housekeeping, maintenance, etc) 
• Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution 
• Ensure the collateral in public areas is professionally presented
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
• Complete shift reports

Compliance Management

• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved 
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business. 
• Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand 
• Monitor audit results for all operations including service providers and business partners and address any non-compliance
• Monitor the storage of stock and operating equipment and processes
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

Customer Experience 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 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)
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback 
• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh

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
• Supervise employee relations within the hotel
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles  to performance 

Stakeholder Relationship Management

• Provides relevant guidance and support to operational teams and stakeholders 
• Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
• Informs department / staff of information required to perform the duties and relevant 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
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, housekeeping, maintenance, etc.

Know How

• Requires specialised knowledge of techniques, equipment  and processes relating to hospitality operational practices, products and customers
• Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain;
• Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently;
• Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements
• Interact with customers and operational teams - influencing, motivating  and encouraging specific behaviour

Problem- Solving

• Apply business acumen and sound common sense to the overall management of operations and teams within defined standards;
• Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges;
• Consider all the facts, options and possible outcomes prior to making decisions;
• Analyse and diagnose product performance issues in order to maximise or leverage the strengths of the team in a competitive environment 
• Deal with diverse problems in own area, using judgment and discretion to resolve them

Accountability

• Provide information and make recommendations regarding products and services that will meet customer needs
• Suggest initiatives to increase penetration of customer base
• Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations
• Solutions should be profitable and ensure the correct customer behaviour in terms of product usage
• Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability 

Requirements

Education

• Matric
• 3-Year Hotel School Diploma or equivalent

Experience

• Minimum of 5 years’ experience with 3 years in a supervisory position in the hospitality industry
• Previous experience as a duty management is an advantage

Work conditions and special requirements

• Must be able to work shifts in line with operational requirements (including weekends and public holidays)