Jobs at Sun International

Job Description

Job Purpose

• Supports the hotel’s Revenue Management team by ensuring the accurate review of rates, inventory, and distribution channels, as well as the execution of revenue management administration tasks related to both FIT and Group & Event reservations. The role contributes to maximizing revenue and market share performance by monitoring demand, analysing performance data, and coordinating with key hotel departments. The aim is to ensure optimal distribution and global parity of the hotel’s inventory, rates, and restrictions in order to maximize revenue and profitability.

Key Performance Areas

• Monitor and maintain existing channel setups in the Channel Manager
• Assist and maintain rates and restriction setups from Opera to Channel Manager
• Assist and configure channels in terms of connectivity, rates, inventory & restrictions as per Online Channel strategy with online distribution channels
• Maintain and update content in terms of descriptions, images, facilities, activities on the third-party extranet as prescribed by the partner
• Record maintenance/refurbishment information on extranet/websites
• Identify potential concerns/issues related to online content using Customer experience and reputation management platform by source and escalate for further investigation
• Collaborate with the front office and marketing teams to promote IHG One Rewards enrollment and engagement.
• Track IHG Rewards performance metrics, including member enrollment, redemption trends, and contribution to revenue.
• Support in creating and analyzing IHG Rewards member offers, stay incentives, and targeted promotions.
• Troubleshoot failed reservation and assist with FIT and Group and Events Coordinator Administration on related tasks
• Escalate instances where reservations have failed, and where reasons or solutions cannot be found
• Escalate to IT Service Desk when the Channel Manager server is down
• Communicate changes to channel processes to Hotels and Reservations teams as required
• Prepare production statistics for online channels on a monthly & quarterly basis
• Compile    and    review    online    channel    revenue    production    reports    and    make recommendations   around   trends, online   channel   performance   for   future   business partnerships
• Update the online channel SOP and guide where required
• Communicate to Hotel & Reservations Teams with regards to online partner management & system requirements and changes
• Provide support to the business units on how to optimally use the system and troubleshoot first line queries
• Conduct Quality assurance of system data against online channel standards and procedures and highlight any anomalies
• Handle escalated reservation queries re online bookings from the Hotels, billing queries, outstanding commission queries and payment resolution
• Maintain parity across all channels in terms of rates and inventory by performing daily checks (SA IP) and bi-monthly checks (International IP)
• Escalate issues where channels are out of parity to relevant parties
• Perform random checks in Opera on discounted rates where written back by channel i.e. Dynamic BFR from Hotelbeds or Genius rate from Booking.com
• Communicate / distribute system info with regards updates and changes to third parties
• Interact with business units and integrate with regards online channel performance, discrepancies and standards
• Training on optimized use of system, templates, tools
• Facilitate the resolution of daily adhoc requests from various stakeholders e.g. creating new user in the system; etc. Assist both FIT and Group and Events in administration related tasks
• Coordinate logistics and distribute documentation required for quarterly performance reviews with all online channel partners including Third-party operator, Revenue management, Sales, Marketing & Digital Marketing

Job Requirements

Education

• Grade 12 or equivalent
• 3-Year Diploma in Hospitality or Tourism Management

Experience

• 3 years’ experience in Reservations / Revenue Management / Hospitality Operations role
• Working knowledge of a Hospitality system, Revenue Management System and Third party extranets

Skills and Knowledge

Plan & prioritise 

• Analysing / Diagnosing Online Partner performance
• Reviewing / evaluating information and data
• Attention to detail
• Developing relationships 
• Problem Solving
• Administrative functions
• Effective communication to stakeholders 
• Working under pressure

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Job Description

• The Online Payment Processing Lead for SunBet will be responsible for supervising the payment processing team and operational processes in line with relevant legislation and company standards to safeguard the company and its clients against fraudulent activity, and achieve FIC (anti-money laundering), including the review of  withdrawals and the evaluation of player activity to identify suspicious activity; verifying proof of payments received from customers; crediting customers' online accounts accordingly; as well as following up on outstanding FICA documents with the aim of ensuring compliance to regulations and standards

Job Requirements

Qualification

• Diploma in Auditing or Risk Management.

Experience

• Minimum 5-6 years' experience in a regulatory environment.
• Experience supervising teams is an advantage.

Skills & Knowledge

• Analysing.
• Collecting Information (listening; asking questions).
• Decision-making.
• Checking (accuracy in the handling and recording of transactions).
• Delegating and empowering.
• Investigating & understanding.
• Integration (Connecting; Consulting; Collaborating; Resolving Conflict).
• Managing Customer & Stakeholder relationships.
• Emotional Maturity.
• People supervision.
• Advanced knowledge of Legislation and Regulations around the sports betting industry.
• Online sports betting Processes and Products.
• FIC (anti-money laundering) principles and application.
• Protection of Personal Information principles and application.
• Anti-bribery and Corruption principles and application.
• Consumer Protection Act.
• Audit protocols.

Key Performance Areas

• Monitor operational anti-fraud action plans are adhered to in order to mitigate and prevent future occurrences of fraud for clients.
• Assist in the development and implementation of payment processing procedures and workflows and identify and address any inefficiencies or issues.
• Monitors all client interfacing technology and sports betting payment processing platforms and dashboards from an anti-fraud perspective ensuring the best possible second line of defence for clients.
• Tracks clients’ accounts at an operational level to proactively detect possible fraudulent activity, investigating and resolving any issues including the monitoring of the withdrawal report; 3rd Party bank accounts; exceptional dashboard  for duplicate bank accounts , ID numbers, MVG numbers, Physical Addresses, etc.
• Monitor deposits in BOP, as well as credit failed and unmatched transactions in Stratech.
• Works with external cybercrime prevention teams to identify and prevent real or potential fraud.
• Maintains a detailed risk register with mitigation plans and controls for fraud ops to mitigate operational risks.
• Provide guidance and training to team members on payment processing procedures, compliance requirements, and best practices.
• Supervise the payment processing and fraud processes / SLAs to ensure that breaches are kept at a minimum.
• Supervise the withdrawal process.
• Interact with clients and provide professional service standards and solutions.
• Assist in preparing reports on payment processing activities, performance metrics, and compliance status.
• Act as a point of contact for resolving operational problems or discrepancies related to payment processing and escalate where necessary.
• Supervise 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.
• Conduct onboarding processes for all new employees in the department.
• Put in place staff scheduling and duty allocations to ensure sufficient coverage in line with business levels.
• Handle shift briefings / handovers / shift reports.
• Monitor and manage functioning of equipment and systems for the function.
• Provides feedback and reports back to management and business partners on challenges being experienced.
• Keeps abreast of trends and business practices in the fraud environment.