Jobs at Sun International

Responsible for the effective day-to-day shift management of Food & Beverage operations (including restaurants, beverage operations and/or food and beverage service in the casino operations), with specific regard to achieving profitability for specific outlets; maintaining products and standards of operation; maximising customer satisfaction; delivery of the F&B business objectives, and developing a cross-functional talent pipeline within food & beverage

Education

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

Experience

• 5-6 years in the Food and Beverage industry of which at least 2 years experience in a Supervisory role within the Food and Beverage environment
• 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

Behavoural Competencies

• Problem solving
• Implementing and co-ordinating resources
• Assessing and evaluating information
• Planning
• Decision-making skills
• Developing relationships
• Analytical thinking
• Results orientation

Key Performance Areas

Duties and responsibilities:

Delivered F&B Plan Implemention

• Understand the Unit F&B strategy and align the development of objectives for the various outlets
• Provide input into the development of strategic objectives for the Unit??s F&B deliverables
• Manage the communication and achievement of F&B deliverables and milestones
• Conduct F&B product analyses and benchmark with leading F&B trends
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Communicate with all relevant Stakeholders internally at unit level
• Manage and allocate people and operational resources
• Facilitate marketing plans relative to food and beverage promotions in the outlets align implementation with EE, SD and procurement transformation processes so as to contribute towards BBBEE targets being achieved for the property

Shift Management

• 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

Product Enhancement

• Collaborate with the F&B Manager to complete a competitor analysis of food and beverage in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Provide product rationalisation on a regular basis or as required
• Motivate new product enhancements
• Compile action plans for the implementation of approved projects
• Measure ROI and performance on a regular basis

Standards & Governance

• Monitor F&B standards and processes
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each outlet to mitigate any financial risk to the business. All staff in F&B to adhere the policy and procedures.
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance
• Encourage a waste management culture and ensure all staff are trained.

People Management And Development

• Lead and motivate F&B employees and promote positive working relationships, direction and support
• Lead and facilitate departmental communication ensuring employee and management interaction
• Measure and monitor employee engagement
• Identify and monitor training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management
• Develop staff competence levels to meet operational requirements (right fit for the job)
• Participate in the sourcing and selection of talent as per EE plan to build the future food and beverage talent pipeline
• Performance Manage and coach outlet managers to ensure KPA??s are achieved
• Manage employee relations within the F&B function (monthly meetings with Union - formalised, minuted, issues addressed). Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

Budget Management

• Participate in the preparation of budget forecasts & controls
• Consolidate Capex requirements for specific outlets
• Guide and consolidate the completion of Cost of Sales reports including theoretical COS per outlet for food & beverage respectively.
• Recipes ?? Recipe links needs to be in place to ensure accuracy and legitimacy of theoretical as well as put us in a position for the theoretical to be system generated.
• Food recipe ?? All menu item food recipes to be reviewed and signed off and where needed recaptured into the system MC or IFS to ensure accurate food theoretical.
• Procurement ?? All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis going forward to ensure we monitor and track price movements to minimize input cost fluctuations.
• Cost control ?? oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming outlets in relation to COS

Customer Relationship Management

• Provide input into the development of a CVP in line with the unit strategy and guest feedback
• Deal with any escalations / complaints
• Frequent Interaction with guests (especially VIP??s)
• Support VIP services in various initiatives i.e. functions, events
• Communicates customer standards to department for implementation
• Monitors customer standards and addresses gaps
• Be present and provide management support in F&B outlets and operation Stakeholder relationship management:

Stakeholder Management

• Maintains regular communication with all relevant stakeholders with regards progress, issues, changes, etc.
• Provides feedback on operations to F&B Management / General Manager on initiatives, performance, concerns, etc.
• Manages non-conformance issues
• Staff are informed of relevant information to contribute to operational effectiveness
• Department??s objectives, standards and operating procedures are communicated to internal and external service providers as per SLA

Reports

• Consolidate monthly Financial results and trends for specific outlets in preparation of the financial report including:
• Salary forecast vs actuals ?? salary monthly forecast to be based on rosters. Track and monitor salary cost in relation to revenue achieved daily and make adjustments throughout the month to bring salary cost in line as a percentage of revenue.
• Absenteeism ?? actively manage and report on absenteeism in line with company policy, rules, and regulations
• Productivity ?? Covers per hour/drinks per hour needs to be monitored daily to ensure staff are operating at the required level to achieve and exceed budgeted revenues with remedial action taken when not tracking on target.
• Sales targets ?? report on variation to set sales targets in line with staff productivities and revenues. Report on remedial action taken when targets not met.

Working Conditions And Special Requirements

• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)
• Physically be able to move operating equipment
• Ability to make use of intermediate computer skills in line with job requirements
• Have an open attitude to perform similar functions in alternative outlets due to operational requirements

go to method of application »

The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relationships with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations

Education

• Grade 12
• 3-Year Tertiary qualification in marketing is an advantage

Experience

• Minimum of 5 years?? experience in a guest relations within the gaming and hospitality environment
• Previous supervisory and management experience is an advantage

Skills and Knowledge

• Advanced Written and Verbal English communication skills
• CRM systems
• Proficient computer skills ?? MS Office
• Negotiating skills
• Networking skills
• Telephone skills
• Manipulation of system data
• Knowledge of Sun International policies and standards
• Knowledge of gaming industry
• Legislation ?? including POPI, FICA requirements

Key Performance Areas

VIP Customer Relationship Management

• Act as a host in gaming areas whilst the customer is engaged in play
• Check product and service standards in Prive operating areas and ensure all necessary checks are performed
• Co-ordinate transport for VIP customers as and when required
• Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build relationships and secure business, as per SOP
• Handle any complaints, disputes and suggestions and escalate when required
• Co-ordinate and arrange for customer excursions, activities and requirements during their stay
• Check hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences
• Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay
• Establish guest needs and plan / action as per guest status
• Manage customers?? requests and all inbound calls to resolution
• Answer all customer queries in a prompt and professional manner
• Actively manage customer profiles in CRM
• Leverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Be aware and identify market offerings on and off site to assist in entertaining customers
• Host and entertain VIP gaming customers as required
• Maintain the confidentiality of customer??s information in all gaming and CRM systems
• Recognise customers on special occasions including birthday and other important dates.

Delivered Customer Acquisition New & Reactivation Plans

• Work within current business strategies and recognize potential opportunities for new business and customer acquisition
• Attend gaming events with acquisition customers to raise awareness around the property??s brand and VIP program, as required
• Acquire leads received via the Gaming system and respond to these leads
• Leverage existing relationships with the potential to acquire and move clients to SI properties
• Manage VIP customers using CRM in line with targets

Delivered Customer Retention & Growth Plans

• Facilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers
• Develop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
• Manage specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth
• Manage VIP customers using CRM in line with targets

VIP Administration & Reporting

• Accurately update clients?? CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
• Complete all relevant data in a common departmental drive in relation to new and ??hot? players
• Log records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system
• Record ROI??s and complete ??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

Stakeholder Relationship Management

• 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
• Update hotel operations timeously of any changes to billing requirements
• Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Attends gaming and VIP meetings and provide relevant feedback and information to management and the department