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The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well located casinos, and some of the world’s premier resorts....
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Responsible to supervise and monitor the MVG operation and team during the shift to ensure an exceptional guest experience at the MVG desk in accordance with company standards and gaming regulations.
Education
- Grade 12, with at least Maths literacy
- Certificate in PR / Marketing would be an advantage
Experience:
- 4-6 years experience in a customer facing role, including supervisory experience preferably obtained in the gaming industry.
Skills and Knowledge
- English verbal and written communication skills
- Loyalty Programme product knowledge, profile management (data capturing, card issuing, reward processing)
- Basic gaming product knowledge
- Compliance procedures and regulations
- Basic responsible gambling principles
- Proficient computer skills
- Typing skills
- Working knowledge of SVC / Opera PMS / EGS / Promo Exec is an advantage
Key Performance Areas:
MVG Desk Supervision
- Promotes Loyalty Programme and explains benefits
- Clear understanding of the programme operations (Terms and conditions, programme mechanics)
- Completes registers (e.g. lost cards, unclaimed monies, key, radio, etc)
- Interact and be present at and around the MVG desk during service to understand and assist customers with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Promotes active customer engagement amongst the staff
- Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet
- Report and resolve any issues experienced
- Monitor the capturing of data into the loyalty management system
- Supervise the control of stock and operating equipment as per SOP for the outlet(e.g. numbered stationery, registers, voucher books, MVG cards, collateral, etc)
- Completes MVG admin paperwork
- Completes and forwards customer transaction reports
- Calculates and disburses discretionary/ complimentary spend
People Supervision
- Manages employees to ensure that staff uniform, hygiene and appearance is maintained
- Conducts performance contracting, reviews and development
- Identifies performance gaps and conducts coaching and on job training
- Identifies and addresses misconduct issues
- Keeps records of coaching discussions
Delivered Custsomer Experience
- Monitor service standards to ensure all guests are treated with courtesy and respect at all times, and that their individual needs are addressed
- Up skill staff to ensure that they are fully fluent in details of current campaigns, promotions and gaming operational knowledge
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Drive MVG sign-ups through educating non-MVG customers on the floor with regards the MVG programme and its benefits
- Report on any issues experienced and solutions executed
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Responsible for the timely and effective response to maintenance queries and problems through the receipt and logging of identified problems; the co-ordination and allocation of job cards to relevant maintenance managers, supervisors or maintenance team members and follow-though until resolution, in line with Company procedures.
Education
- 1-Year Certification in maintenance; call centre environment.
Experience
- Minimum of 2 year experience in a helpdesk environment
- Experience with Microsoft Active Directory an advantage
- Experience with hospitality and gaming systems an advantage
Skills and Knowledge
- Problem solving
- Attention to detail
- Assessing and evaluating information
- Organising skills
- Initiative
- Decision-making skills
- Dealing with customers
- Technical acumen
- Listening skills
- Telephone skills
- Proficient in MS Office
Key Performance Areas
Incident Response & Service Desk Allocations
- Respond telephonically to user issues
- Identify user information
- Log incidents / calls
- Complete checklists
- Conduct telephonic diagnostics to facilitate prompt resolution or redirection to
relevant maintenance manager
- Pick up new incidents and correctly assign to relevant maintenance areas for
troubleshooting and resolution
- Monitor severity of incidents, update the system, and escalate issues where
necessary in line with policy
- Complete Incident priority reports for shift handover meetings with the correct level
of detail for current incidents
User Engagement
- Answer calls received by the service desk promptly and treat all clients with respect
- Analyses severity of the issue i.e. high, medium, low
- Elicit caller information for mandatory fields
- Capture information accurately and efficiently into the system
- Interacts with the client and provides service to resolve their individual queries
- Identifies and resolves potential service issues first time round
- Complaints, disputes and suggestions are actioned / escalated as per SOP
- Service delivered as per SOP
Job Complexity
- Requires knowledge of standardised work routines and methods, general facts and information and the use of simple machines and
equipment
- Planning is immediate
- Perform the organisation, planning and prioritisation of tasks for self to ensure that work gets done efficiently and within budget
constraints;
- Interact with clients and other functions and teams with regards resolving technical issues.
Problem- Solving
- Interprets client issues and resolve directly or escalates to manager as required
- 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 client queries.
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Responsible to supervise the day to day delivery of the food and beverage service and team within a specific outlet/conference centre with the objectives of maintaining standards of service; enhancing the customer experience; and controlling operating equipment and stock in line with Company standards.
Education
- Grade 12 or equivalent national qualification at NQF level 4 in food and beverage service
- 3 year Hotel School Diploma or equivalent National Qualification at a Diploma level
Experience
- 3-4 years in the Food and Beverage industry including experience in banqueting, in-room dining, and/or restaurant operations.
- Food and Beverage experience in a Casino environment would be an advantage
Skills and Knowledge
Technical competencies
- Food & Beverage Costing
- Food & Beverage Product Knowledge
- Speciality Beverage Knowledge ?? Wine, Barrister
- Team Planning
- Operational Management
- Product Development
- Stock Control
- Intermediate Computer Skills
- Micros / Opera is preferred
Core behavioural competencies
- Problem solving
- Implementing and co-ordinating resources
- Assessing and evaluating information
- Planning
- Decision-making skills
- Developing relationships
- Analytical thinking
- Results orientation
Shift Supervision
Key Performance Areas:
- 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
- Report and resolve any issues experienced
- Manage the control of stock and operating equipment as per SOP for the outlet, Cash-ups at the end of the shift
Food & Beverage Product Offering
- Monitor service offering / products and pricing within F&B outlets on the casino floor
- Make recommendations of improvements to the product and service offering
- Compile and co-ordinate the food and beverage promotional calendar for the outlet
- Monitor customer service standards in the outlet and identify any areas of concern
- Conduct maintenance walkabouts for front of house and back of house areas
- Monitor health, safety, hygiene and environmental elements in the outlet
- Monitor the use and storage of operating equipment
- Monitor stock control and operating equipment control processes, investigate variances / discrepancies and take necessary action to correct
Conferencing Product
- Liaises with clients
- Attends pre-conference meetings
- Provides client with relevant solutions / options for conferencing
- Conduct QA to ensure set-up is in line with client requirements
- Is present at functions to ensure execution is in line with client requirements
- Manages staff appearance and floor appearance/ functioning of equipment and systems
- Control and management of stock and operating equipment as per SOP
- Liaises with Technical to ensure maintenance schedule plan is adhered to
- Monitors and reports on functions
- Conducts post-mortem on events and makes recommendations for improvements
- Provides ideas and solutions that are innovative and in line with industry trends
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
Financial Control
- Authorise spend in line with budget
- Conduct accurate 10, 20-day stock takes for the outlet in line with Company process.
- Report on any variances for the outlet
Delivered Customer Experience
- Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
- Handle and resolve any quest special requests, queries or complaints
- Shift hand over ensures that staff can provide customers with relevant service
- Understand, record and implement special requirements for return guests and VIPs
go to method of application »
Responsible to supervise the day to day delivery of the food and beverage service and team within a specific outlet/conference centre with the objectives of maintaining standards of service; enhancing the customer experience; and controlling operating equipment and stock in line with Company standards.
Education
- Grade 12 or equivalent national qualification at NQF level 4 in food and beverage service
- 3 year Hotel School Diploma or equivalent National Qualification at a Diploma level
Experience
- 3-4 years in the Food and Beverage industry including experience in banqueting, in-room dining, and/or restaurant operations.
- Food and Beverage experience in a Casino environment would be an advantage
Skills and Knowledge
Technical competencies
- Food & Beverage Costing
- Food & Beverage Product Knowledge
- Speciality Beverage Knowledge ?? Wine, Barrister
- Team Planning
- Operational Management
- Product Development
- Stock Control
- Intermediate Computer Skills
- Micros / Opera is preferred
Core behavioural competencies
- Problem solving
- Implementing and co-ordinating resources
- Assessing and evaluating information
- Planning
- Decision-making skills
- Developing relationships
- Analytical thinking
- Results orientation
Shift Supervision
Key Performance Areas:
- 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
- Report and resolve any issues experienced
- Manage the control of stock and operating equipment as per SOP for the outlet, Cash-ups at the end of the shift
Food & Beverage Product Offering
- Monitor service offering / products and pricing within F&B outlets on the casino floor
- Make recommendations of improvements to the product and service offering
- Compile and co-ordinate the food and beverage promotional calendar for the outlet
- Monitor customer service standards in the outlet and identify any areas of concern
- Conduct maintenance walkabouts for front of house and back of house areas
- Monitor health, safety, hygiene and environmental elements in the outlet
- Monitor the use and storage of operating equipment
- Monitor stock control and operating equipment control processes, investigate variances / discrepancies and take necessary action to correct
Conferencing Product
- Liaises with clients
- Attends pre-conference meetings
- Provides client with relevant solutions / options for conferencing
- Conduct QA to ensure set-up is in line with client requirements
- Is present at functions to ensure execution is in line with client requirements
- Manages staff appearance and floor appearance/ functioning of equipment and systems
- Control and management of stock and operating equipment as per SOP
- Liaises with Technical to ensure maintenance schedule plan is adhered to
- Monitors and reports on functions
- Conducts post-mortem on events and makes recommendations for improvements
- Provides ideas and solutions that are innovative and in line with industry trends
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
Financial Control
- Authorise spend in line with budget
- Conduct accurate 10, 20-day stock takes for the outlet in line with Company process.
- Report on any variances for the outlet
Delivered Customer Experience
- Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
- Handle and resolve any quest special requests, queries or complaints
- Shift hand over ensures that staff can provide customers with relevant service
- Understand, record and implement special requirements for return guests and VIPs
Method of Application
Use the link(s) below to apply on company website.
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