Job Vacancies at Sun International

Job Purpose:

• Responsible to prepare and deliver exceptional food and beverage services to our customers within the restaurant operations / banqueting operations and on the casino floor, ensuring that internal (SOP) standards are continuously achieved and professionally executed 

Job Requirements

Job Purpose:

• Responsible to prepare and deliver exceptional food and beverage services to our customers within the restaurant operations / banqueting operations and on the casino floor, ensuring that internal (SOP) standards are continuously achieved and professionally executed 

Education:

• Grade 12 preferred or Grade 10 (with relevant experience)

Experience

• 2 years previous experience as a waiter

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

Core behavioural Competencies:

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Team co-operation

Technical/Proficiency competencies:

• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

Key Performance Areas:

Prepared Work Area:

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

Service Execution:

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

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

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Job Description

Main Purpose of the job:

• The Tables Manager has the responsibility for the day-to-day management of the Tables operation and team for the business unit in line with gaming regulations; legislative, requirements and company standards.

Duties and responsibilities include:

• Understand the Gaming Strategy and develop objectives for the Unit’s Tables deliverables
• Facilitate the programme management and achievement of milestones of Tables deliverables and departmental profit.
• Investigate Tables practices and benchmark with leading trends and technology
• Identify and investigate new opportunities to streamline and optimise Tables processes and services for the property.
• Conduct risk analyses i.e. impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels.
• Collaborates with the Marketing team to develop and execute retention and acquisition campaigns. Manage and allocate people and operational resources.
• 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 Gaming Board reports; Monthly Financial.
• Review reports; Risk Reports; Month end reports; FIC reporting. Oversee Tables standards and processes at a unit level – ensuring they are updated and communicated
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Align practices with gaming regulations and requirements. Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any financial risk to the business.
• Conduct walkabouts of all Tables areas, both front of house and back of house areas to monitor compliance.
• Communicates department’s objectives, standards and operating procedures to internal, and external service providers as per SLA.
• 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, Identify and evaluate product performance.
• Monitor Tables product statistics and business intelligence.
• Complete a competitor analysis of Tables gaming products.
• Makes recommendations to address opportunities and gaps and motivate new product, enhancements.
• Measure ROI and performance on a regular basis.  Plan and execute the floor layout to maximise gaming play.
• Oversee the planning, co-ordination and implementation of approved projects and new, product installations.
• Provides feedback and reports back to Unit management on product performance and challenges within the Tables environments.
• Shares unit successes with other operations. Provides direction and support to management and employees with regard to Tables policies, procedures, initiatives and innovations.  Provides motivation and leadership to promote positive working relationships and employee relations within the department.
• Identify and manage tables training, coaching and development requirements in line with plans, e.g. skills shortages, succession plans, talent.
• Manage the cross training of Gaming Floor Managers to build an integrated gaming 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.
• Keep up to date with changes and progress in the Gaming industry and ensure own.
• professional development and thorough knowledge of both Tables and tables operations. Budget Management for the Unit Tables function including Budget, Cost management, Capex, PIP and forecasting.
• Revenue growth plans and performance, financial reporting for the function
• Develops a customer experience for Tables customers in line with the unit strategy and guest feedback.
• Deals with escalations / complaints, be available on the floor to interact with VIP punters and guests
• Builds and maintains relationships with VIP and regular Tables punters.
• Provides support to gaming floor management when required.
• Communicates campaign objectives and plans to gaming floor managers for co-ordination, and implementation.
• Communicates any special guest requirements to other relevant operating departments.

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred.
• Minimum of 5 years’ experience within the service-related industry; including 3 years in a Tables management position.

Skills and competencies

• Meets the requirements for a key Gaming Licence.
• Ability to work shifts that meet operational requirements.
• Visual acuity and ability to distinguish colours.
• Tables Product knowledge.
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity.

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Job Description

Main Purpose of the job

• The Slots Manager has the overall responsibility and accountability for leading and managing the slots operation for the business unit in line with gaming regulations; legislative

requirements and company standards

Duties and responsibilities include:

Slots Strategic Planning & Execution

• Understand the Group Slots strategies and align Unit strategy
• Develop strategic objectives for the Unit’s Slots deliverables
• Facilitate the programme management and achievement of milestones of Slots deliverables and departmental profit
• Investigate slots practices and benchmark with leading trends and technology
• Identify and investigate new opportunities to streamline and optimise slots 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
• Collaborates with the Marketing team to develop and execute retention and acquisition campaigns
• Manage and allocate people and operational resources
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

Compliance Management

• Oversee slots standards and processes at a unit level – ensuring they are updated and communicated
• Integrates Group standards into Unit Operations
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Align practices with gaming regulations and requirements
• Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any financial risk to the business.
• Conduct walkabouts of all slot's 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

Slots Products Analysis

• Identify and evaluate product performance
• Monitor slots product statistics and business intelligence
• Research and keep abreast of new products and system trends in the industry
• Complete a competitor analysis of gaming products
• Makes recommendations to address opportunities and gaps and motivate new product enhancements
• Measure ROI and performance on a regular basis
• Plan and execute the floor layout to maximize gaming play
• Oversee the planning, co-ordination and implementation of approved projects and new product installations
• Shares unit successes with other operations

Reports

Completes the following reports/ journals

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

Peoples Management

• Provides direction and support to management and employees with regard to gaming 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 within the department

Financial Management

Financial Management for the Unit Slots function including:

• Budget
• Cost management
• Capex
• PIP and forecasting
• Revenue growth plans and performance
• Financial reporting for the function

Customer Relationship Management

• Develops a customer experience for slots customers in line with the unit strategy and guest feedback
• Deals with escalations / complaints
• Be available on the floor to interact with VIP punters and guests
• Builds and maintains relationships with VIP and regular slots punters
• Monitors customer standards and addresses gaps
• Provides support to gaming floor management when required

Stakeholder and Relationship Management

• Collaborates with the Marketing team to develop and execute retention and acquisition campaigns
• Communicates campaign objectives and plans to gaming floor managers for coordination and implementation
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on product performance and challenges within the slot's environments
• Provides feedback on operations to management teams on initiatives, performance, concerns, etc.

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred
• Minimum of 5 years’ experience within the service-related industry; including 3 years in a slots/ management position.
• Experience in a gaming environment is an advantage
• Meets the requirements for a key Gaming Licence & FICA

Skills and competencies

• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analyzing / Diagnosing performance of the outlet / product performance
• Reviewing - Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
• Controlling people and non-people resources Influencing & negotiating skills
• Gaming operational knowledge
• Slots Product knowledge
• Slots equipment usage, care and maintenance
• Gaming Compliance Procedures
• Slots Revenue forecasting & analysis
• Financial management
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity

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Job Description

Main Purpose of the job:

• The VIP Services Manager has the responsibility for the planning, management and delivery of the VIP services strategy, VIP guest experience and team management at unit level with the aim of growing relationships and VIP gaming revenues through the acquisition, recognition, reward and incentivizing of top-end gaming customers, in line with gaming regulations, legislative requirements and company standards

Duties and responsibilities include:

• Understand the Unit and Group VIP strategies and align the Unit VIP services plan to personalise the services and offerings in line with customer preferences
• Collaborate with the General Manager in developing strategic objectives for the Unit’s VIP services which are aligned to specific deliverables.
• Develop VIP business/customer growth through acquisition and retention strategies and targets.
• Develop and analyse a customer segmentation plan to take advantage of acquisition, retention and growth opportunities and achieve financial goals.
• Manage and utilise relevant marketing solutions to achieve targets (CRM).
• Compile a unit VIP and/or cluster events calendar that will support brand loyalty ensuring SI as the brand of choice for VIPs.
• Monitor performance against targets on an ongoing basis (CRM).
• Motivate and mobilise the team to achieve targets.
• Manage the achievement of milestones of VIP service targets and deliverables.
• Identify and investigate new opportunities to optimise VIP services for the property.
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability.
• Build and motivate a team and relationship-focused VIP Personal Host team.
• Manage the end-to-end customer experience for all VIP and hosted gaming customers.
• Manage the product and service standards in Prive and Sun Lounge operating areas.
• Monitor and update the business unit with regards to current standard operating procedures and ensure compliance.
• Initiates personalise offerings in line with customer preferences as recorded in CRM.
• Implement the VIP Personal Host Programme and promotional strategies.
• Establish guest needs and implement action plans as per SOP ‘s and guest status.
• Utilise CRM to guide team activity and track performance.
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities.
• Set criteria for the Live Floor view system and ensure compliance.
• Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Host and entertain VIP gaming customers as required.
• Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates
• Manage and conduct meet and greet processes on the property.
• Plan, manage and communicate on campaign objectives and plans to VIP team for co-ordination and implementation
• Track, report and participate in the Completion of the “Event input template” for all functions and VIP initiatives
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues
• Develop and provide feedback on performance & development plans/contracts.
• Develop a skills matrix for the team, Develop a training and development plan for the team.
• Financial Management for the Unit VIP services function including Budget, Cost management, PIP and forecasting.
• Revenue growth plans and performance, financial reporting for the function.
• Develop and monitor discretionary expenditure, budgets and customer re-investment levels to achieve revenue and EDITDA targets.
• Liaise with VIP Player development and Group VIP in formulating the targets and plans for the acquisition of new business and activations of inactive business.
• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business.

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred
• Minimum of 5 years’ experience within a guest services management role, Experience in the Casino Industry.
• 3 years in VIP Personal Host position is an advantage

Skills and competencies

• Meets the requirements for a key Gaming Licence
• Ability to work shifts that meet operational requirements
• Domestic travel as required
• Advanced Written and Verbal English communication skills
• CRM systems
• Negotiating skills
• Networking skills
• Proficient Computer Skills – MS Office; EGS
• High levels of integrity