Jobs at Sun International

Description
Job Purpose

• The Front Office Manager is accountable for the monitoring, team management and delivery of front desk activities (check-in, check-out, night audit, guest relations and
• luggage services), ensuring that internal (SOP’s) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the
• customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements.

Key Performance Areas

Front Office Plan

• Develop front office objectives and deliverables in line with business unit strategy and the customer value proposition, plan and standards
• Complete competitor analyses and provide input into present and future rooms products, rates and services by determining and evaluating current and future customer trends
• Critically evaluate the front office and accommodation customer experience and manage the improvement and innovation of products and offerings in line with leading practice
• Develop a plan around the customer experience at important touchpoints in the customer’s journey from arrival, through to check-in, rooming of the guest, luggage services, guest relations and check-out processes
• Conduct risk analyses i.t.o impact on short term occupancies and profit margins
• Elicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth
• Collaborate with revenue management to develop and execute campaigns and initiatives to enhance the customer experience and return on investment
• Compile plans and manage the execution of any new projects and offerings within hotel rooms, such as refurbishments
• Provide clear delegation of authority and accountability for deliverables
• Develop and facilitate personalised plans for unique customer requirements in the cases of VIP guests, including butler services, etc.
• Review and manage customer feedback received via various channels e.g. Guest Love, HeatBeat respond to good or bad customer feedback

Hotel Revenue Optimisation

• Review system and report on demand forecasting and yield management including short (1-3 months); medium (3-6 months) and long term (6 -12 month) initiatives to achieve targets
• Collaborate with Revenue Management to make recommendations to adjust plans in line with statistics and current and forecasted bookings including overbooking statistics, hurdle values; length of stay values, etc.
• Monitor and review reservations bookings, analysing the data in terms of market segments and channels
• Check the room nights and revenue picked up or dropped off; as well as actuals against budget and forecasts
• Check for advance days, weeks and months and resolve any inventory imbalance issues, overselling of room types and sold out dates
• Make value add recommendations and cost effective competitive solutions that address inefficiencies, opportunities or risks in order to achieve targets
• Oversee the planning and execution of Group arrivals to ensure efficient and streamlined check-in, check-out experience
• Drive the customer value proposition

Front Office Standards & Governance 

• Oversee the development, updating and implementation of Front office standards and processes at a unit level
• Align practices with new legislative compliance, including regulations around health, hygiene, safety and the environment; as well as customer-related regulations
• Monitor and enforce all cash-handling, cash-checking and credit policies and practices
• Implement sufficient control measures against standards (including systems and processes) & checks within each outlet to mitigate any risk to the business, viz master key control, cash-up procedures
• Conduct quality assurance around the delivery of customer experiences, including courtesy calls
• Conduct weekly walkabouts of all front of house and back of house areas to monitor housekeeping and aesthetic appearance of the front office and other guest areas, including conducting room checks
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

Front Office Operational Management

• Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
• Maintain master key control
• Oversee all cash-up procedures, verifying all bank deposits at the end of the shift
• Review occupancies and monitor selling status of rooms on a daily basis, to ensure revenues are maximised, including flash reports, allowances, etc.
• Analyse rate variance, review credit report and closely monitor daily house counts and no-shows
• Monitor the rooms system to ensure data hygiene and complete customer information
• Oversee the maintenance of par levels of stationery and front office supplies
• Prepare revenue and occupancy forecasting
• Review daily front office work and activity reports generated by night audit
• Oversee the development and tracking of a comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Monitor high balance guests and take any necessary action 
• Collaborate and act as an advisor around front office operational management team with regards standards; procedures and product enhancement
• Oversee the planning and integrated management of projects in the rooms environment e.g. refurbishments
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and throughout the customer’s stay
• Identify and optimize service delivery

People Management

• Manage 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
• Monitor adherence to SOPs including conducting of quality assurance calls
• Manage employee relations and disciplinary processes (when necessary) within the department
• Facilitate staff communication and motivation
• Perform and document performance contracting, reviews and development discussions
• Provides resources and removes obstacles to performance
• Recruit and resource for talent for positions within the department
• Onboard new staff members in the department

Budget Management

• Develop and manage the rooms / front of house budget including:
• Revenue maximisation
• Cost management
• Financial reporting for the function occupancies and rooms revenues
• Manage costs and authorise spend in line with budget for individual and collective segments
• Conduct accurate forecasting of revenues for allocated market segments in alignment with strategies
• Provide input to rate strategies and guidelines to generate targeted revenues
• Defines Capex requirements

Customer Experience Management

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities)
• Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including a smooth VIP check-in, check-out experience, accurate billing and a personalised experience
• Provide post-mortem feedback with regards rooms promotions and campaigns to ensure these are always relevant and effective
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience

Requirements
Education

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

Experience

• Minimum of 7 years’ experience with 3 years in a supervisory /management position in the hospitality industry
• Previous experience in duty management is an advantage
• Work Conditions and Special Requirements
• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
• Physically able to stand for extended periods of time 

Skills and Knowledge

• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities ,promotions, etc. 
• Advanced written and verbal communication skills
• Marketing segmentation
• Rooms forecasting
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Financial Acumen
• Report writing
• Night audit
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment
• Team Planning 

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Description
Job Purpose

• The Financial Accountant as part of the SSC reporting team will be responsible to prepare, process and deliver financial, transactional and accounting processes, the reconciliation of expenses, and the reporting of financial accounts for the business unit properties. This will include delivering Management Accounts, VAT calcs, Tax calcs (including provisional tax), SARS verifications, AFS, releasing payments in line with Company standards, regulations and legislation, with specific regard to streamlining costs and improving financial operating standards.

Key Performance Areas

• Complete monthly accounting activities and reporting for the respective business operations to ensure the financial performance and reporting position of the business unit is accurate, up-to-date and complete
• Monitor accounts to ensure that all charges and expenses have been accounted for accurately and timeously
• Ensure all the necessary accounting transactions have been posted for a period to ensure that the trial balance is complete, accurate and valid for reporting purposes
• Review and post accruals and provisions respectively to ensure accuracy and completeness
• Review and approve journals completed by the business units
• Process month-end re-evaluations of foreign currency balances
• Provide a basis for allocating expenditure to various cost centres and general accounts
• Monitor intercompany accounts between SIML and the Business Unit, investigating and resolving any intercompany variances
• Process month end journals with informative and precise narrations for finalisation of monthly financial reporting result
• Compile, monitor and review monthly, quarterly and annual Balance Sheet reconciliations, ensuring these are complete and that all outstanding items are investigated and cleared within deadlines
• Reconcile the balance sheet to the relevant sub-Ledger or source document
• Prepare income and deferred tax calculations for the period
• Complete VAT calculations timeously – including the preparation and submission of supporting documentation to SARS via eFiling, and the resolution of queries in line with deadlines
• Control opening and closing dates of periods according to timetable
• Identify outstanding items on the workflow system and follow up and or ensure error items are cleared
• Prepare annual financial statements
• Review, release and approve bank payments on various banking platforms (Nedbank, ABSA, Standard Bank, etc.) after verifying validity of payments against valid supporting documentation
• Co-ordinate and complete month-end and year- end in line with deadlines
• Record, file and / or destroy necessary records in line with standards
• Manage and submit information in response to audit requests for the relevant entities
• Interact with clients and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Align practices with governance standards, ensuring all policies and practice is aligned to legislation, regulations and group and SSC standards, escalating any errors
• Liaise with the unit finance department to sign off month-end/financials within stipulated timeframe
• Proactively work with internal stakeholders to identify risk areas and address these, making value-add recommendations for cost savings, based on financial information and evaluating proposed projects
• Partner with Business Unit financial accountants and financial managers to ensure management are kept updated on latest developments; risks identified and recommendations made to find a solution for improved excellence in accounting processes and standards
• Report and consult with top management on risk areas and remedial action to be taken
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

Requirements
Education

• Matric/ Grade 12
• BCom degree with CTA (Honours) with completed articles, CA(SA)

Experience

• 6 years’ experience in a financial accounting and reporting environment
• Strong understanding of financial regulations and the legislative environment                                                                                                                                                 

Skills and Knowledge 

• Conceptualising
• Analytical skills (including attention to detail)
• Influencing Skills
• Managing Risks, Results and Relationships
• Decision-making
• Emotional Maturity
• Ability to handle pressure and meet deadlines
• Planning & organising
• Knowledge of statutory legal and tax requirements
• Strong technical knowledge including IFRS developments
• Strong knowledge of accounting systems
• Accounting principles (IFRS), practices and procedures
• Balance Sheet Reconciliations
• Process improvement
• Tax calculations
• SARS verifications
• VAT calculations and submissions
• Preparation of AFS
• Networking skills
• Computer Proficiency in MS Office (Advanced Excel); Cognos or similar, IFS (advantage)
• Business acumen
• Full understanding of the budgeting and forecasting process
• Keep abreast of new developments in the financial and tax fields