Jobs at Sun International

Description

Job Purpose

• The Control Room Operator will be responsible for the active communication, administration and monitoring of the transport services throughout the Sun City Resort and surrounding vicinity, ensuring the timeous dispatch of vehicles and the ongoing surveillance of vehicles to maintain and/ or improve customer experiences and control transport risk and compliance in line with Sun International standards and legislative requirements.

Key Performance Areas

• Review the arrival and departure lists daily and understand special requirements
• Log booking requests received from hotel and airports and complete spreadsheets to facilitate timeous delivery of transport services
• Publish and communicate transport bookings requests received from Fleet Management daily, via internal to the resort in line with service offerings
• Monitor bus stops for volumes of guests requiring transport, guests waiting times, etc.
• Dispatch drivers in line with requests and schedules by means of radioing and active screen monitoring
• Receive and route incoming calls and deal with transport related queries accordingly
• Alert management on technical issues and problems experienced with system/monitoring equipment for resolution
• Review video footage relating to incidents, queries and variances and provide feedback to management
• Monitoring cameras at bus stops and report and escalate any irregularities noted from video surveillance
• Relay vital information when conducting a shift hand-over to ensure service delivery and operational continuity
• Report on transport incidents and accidents as and when they occur, to ensure safety, customer satisfaction and operational continuity within the resort
• Update and maintain manual filing systems with relevant booking information
• Store confidential records for safe keeping

Requirements

Education

• Grade 12

Experience

• 5 years’ experience in a contact centre / control room role

Skills and Knowledge

• Checking & Documenting Information
• Organising & Coordinating Resorces
• Creating Customer Experiences
• Following Procedures
• Managing Risk
• Responding with urgency
• Informing & communicating
• Deciding
• Emotional Maturity
• Communication skills - written and verbal
• Telephone skills
• Clerical administration skills
• Computer Literacy (MS Office)

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Description

Job purpose

• The Operations Manager: Retail & VOW will be responsible for leading the planning, management, and governance of the end to end VOW operation, as well as the day to day retail business operations (including retail F&B outlets) across the resort, including the customer experience and relationships with tenants with the aim of ensuring these areas are well maintained and secure, and that synergy is achieved across the property in line with customer experience standards, budgets and legislative requirements with the ultimate objectives of driving footfall, increasing revenue and managing any areas of risk, in line with legislation, regulations and conditions of licence.
• (Retail areas on the property include the following outlets: SVC Pantry, Quench, Lefika, Brew Monkey, the Maze, all retailers across VOW, Sun Central, SCH, Palace, Cabanas, the Shebeen).
• The role will be responsible for the profitability of these operations, operational governance, and creating a product that ensures great experiences for all customers visiting the property, in line with Sun International standards, budgets, regulations and conditions of licence.
• This will be achieved through collaboration with Central Office and Business Unit leadership teams, leveraging partnerships with relevant stakeholders, managing relationships to ensure the acquisition and retention of business, optimizing the use of technology, and focusing on high levels of operational compliance in line with regulations.
• 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 vision.

Key performance areas

Scope and limits of the job

• Understand the Business and Unit strategy and operationalise objectives, targets and deliverables for the VOW and all retail operating areas
• Build a customer value proposition for Retail F&B, Retail and VOW areas, providing a clear plan of the operational vision and objectives to be achieved. This is likely to involve collaborating closely with other senior managers across the business in order to support their Customer Experience strategy, evaluate areas of risk, and achieve operational targets
• Create synergy and alignment of the retail strategy across operations, communicate objectives, promotions and standards to the retail team, business partners and key stakeholders to ensure optimal implementation throughout the experience
• Build, negotiate and manage relationship agreements and partnerships with key suppliers, retailers, and sponsors to achieve business objectives and leverage new opportunities and joint initiatives
• Conduct regular walkabouts of VOW and retail operating areas (including front of house and back of house areas) and audit retail operations, highlighting areas of concern and collaborating with tenant and service provider management to find a solution for improved excellence in product and service standards
• Oversee the planning, management and delivery of all F&B retail operations, including product development, controls and customer experience
• Facilitate and oversee the quality management and planning of the aesthetic maintenance of VOW and all retail areas across the complex
• Pay close attention to the security of assets across the business; ensuring any areas of concern are addressed immediately
• Monitor market trends to understand consumer expectations and brand relevance including product, pricing and service provider offerings available in the market
• Deliver an effective and integrated operational system (processes, people, standards, management frameworks, practices and technology) to support the strategy and market expectations in allocated areas
• Operational management including projects, initiatives and planning to achieve business objectives
• Critically evaluate and monitor the quality of products, service offerings and displays throughout the complex to ensure standards are aligned with the “Sun” brand
• Keep up to date with customer feedback on relevant social media / guest feedback platforms for all retailers and manage remedial action where relevant
• Collaborate with marketing on initiatives including annual calendars, promotions and activations to drive excitement and vibe in areas of operation
• Drive a strong governance culture, ensuring compliance with labour legislation; regulatory standards and procedures around BBBEE, POPI, and the Consumer Protection Act
• Align and monitor practices with new legislative compliance around health, hygiene, safety and the environment; and implement sufficient control measures (including systems and processes) & checks to mitigate any risk to the business.
• Collaborate and act as an advisor and a point of contact for retailers with regards standards, procedures and product enhancement
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and across the complex, dealing and resolving any escalations
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in relevant areas
• Monitor productivities in operating areas
• 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 these business areas
• Reports and provides feedback to top management on business and consumer retail trends; recommendations of changes and improvements in the retail environment; service standards, financial implications and progress on return on investment
• Be available to deputise for General Manager in his / her absence
• Develop, coach and retain the unit’s high-performing hotel and operational talent
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives

Requirements

Qualifications

• 3-Year B-Degree (Business Management or hospitality Management)

Experience

• 10 years' experience in the hospitality industry including 4 years F&B management experience
• Experience in managing Business Partners and Service Level Agreements
• Knowledge and experience of the retail environment, promotions and retail management (incl contract management)
• Thorough understanding of legislation (SHE / LRA/ risk management)

Skills and knowledge

Core behavioural competencies

• Creating solutions (Deciding; Managing Complexity; Innovating
• Evaluating Information (Analyzing; Conceptualizing)
• Taking action (Initiating; Improving; Influencing; Taking Ownership; Delegating)
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships
• Relating (connecting, valuing diversity, interacting)
• Integrating (Collaborating; Managing conflict)
• Leading People
• Handling challenges (Maintaining focus; Responding with urgency)
• Managing Customer & Stakeholder relationships
• Maintaining Composure

Technical / proficiency competencies

• Business Planning & Reporting
• Revenue forecasting & analysis
• Labour & risk legislation
• Strategic insights into Marketing
• Networking skills
• Financial & Business acumen
• Retail brands and offerings
• Consumer Behaviour
• F&B product and operational management
• Industry knowledge
• Technological, BI & Digital Acumen
• SLA and contract management

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Description

Job Purpose:

• 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

Requirements

Education:

• Matric / Grade 12
• Food and Beverage Management Certificate or Hospitality Management Certificate or Diploma in Food and Beverage Management or Hospitality Management

Experience:

• 3-4 years in the food and beverage industry including experience in banqueting, in-room dining; and / or restaurant operations

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

Skills & Competencies:

• Core behavioral competencies
• Collecting Information
• Team Co-operation
• Verbally Informing
• Supervising
• Dealing with Customers
• Appraising & developing
• Problem-Solving

Technical/Proficiency competencies:

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Set-up requirements
• Function sheets (if relevant)
• OE use & storage
• Team Planning
• Stock control
• Proficient MS Office skills
• Micros / Opera is preferred

Key Performance Areas:

• Shift Supervision:
• 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
• Make recommendations of improvements to the product and service offering
• Co-ordinate the implementation of the food and beverage promotional calendar for outlets
• Monitor customer service standards 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 area
• 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 – including set-up, themes, décor, lighting, equipment, etc.
• 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 and any issues resolved Monitors and reports on functions
• Provide input into the 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
• Supervise 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

Deliver 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 guest special requests, queries or complaints
• Shift handover ensures that staff can provide customers with relevant service
• Understand, record and implement special requirements for return guests and VIPs