Openings at Sun International

Job Description

Main Purpose of the Job

• The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering

Duties and responsibilities include

Prepared Work Station

• Identify issues with regards to the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understand and communicate special requirements to the various role players
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and complex facilities, promotions and activities

Delivered Reception Services

• Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
• Interact with guests and complete procedures on guest’s check-in and check-out of tthe hotel; including cutting of keys; preparing bills and taking payments, etc.
• Take and pass on messages to guests
• Deal with special requests from guests (like booking theatre tickets or storing valuable items)
• Inform guests of the services and accommodation rates in the hotel
• Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
• Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
• Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
• Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests’ comfort and satisfaction.
• Administer own float and conduct cash-ups at the end of the shift.
• Be present at the reception desk and maintain proper decorum at all times.
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12
• 2 years' experience in a customer service environment, preferably in a hotel environment
• 1 year reception experience in a hospitality environment.

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Must be proficient in reading, speaking and writing in English as it is the company’s official language
• Knowledge of an additional language (relevant to market) is an advantage

Technical competencies

• Basic Computer Literacy
• Hotel Product Knowledge (facilities and activities)
• Front desk procedures
• Forex and cashiering knowledge
• Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)
• Upselling skills
• Multi-tasking skills

Core behavioral competencies

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Punctuality
• Checking
• Collecting information
• Verbally informing 
• Team Player
• Presentable, courteous individual

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Main Purpose of the Job:

• The Operations Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Duties and responsibilities include:

Operations Management

• Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer’s journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation
• Monitor the operation to ensure that it is secure and meets all regulatory requirements
• Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience
• Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience
• Compile plans and manage the execution of any new projects and offerings across the operation
• Facilitate and be available to ensure the overall smooth running of events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
• Oversees staff appearance and front of house appearance/ functioning of equipment and systems
• Maintain Operational standards across the property (e.g., housekeeping, maintenance, etc)
• Follows up on any maintenance / technical equipment fault logging with the technical departments until resolution
• Ensure the collateral in public areas is professionally presented
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
• Complete shift report

Operational Product Offering

• Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
• Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers
• Monitor products, service offerings and displays across the operation to ensure standards aligned    with the “Sun” brand
• Monitor customer service feedback with regards quality and service across the operation
• Measure success and return on investment of products and services and identify issues and challenges when not achieved

Compliance Management

• Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
• Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
• Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with SHE standards
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
• Maintains records on licencing entitlements and compliance management
• Monitor audit results for service providers and retail tenants
• Monitor the storage of stock and operating equipment and processes
• Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

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 on the floor that will support brand loyalty ensuring SI as the brand of choice
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge (including promotion information, functions, facilities, etc)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
• Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.

Tenant & Service Provider Management

• Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing
• Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
• Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements
• Monitor and manage the performance of tenants in line with contractual deliverables
• Communicate on a regular basis and maintain the relationships with tenants and service providers
• Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of Sun properties
• Assist with resolving obstacles that may need to be addressed to achieve results
• Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.

Stakeholder Relationship Management

• Provides relevant guidance and support to operational teams and stakeholders
• Maintain relationships with service providers and retail tenants currently in partnership with Sun
• Informs department / staff of information required to perform the duties and relevant operation effectively
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
• Communicates any special guest requirements or events to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, and the retail and recreational operation

Job Requirements

Education, experience and competencies required:

• Matric
• 3-Year Hotel School Diploma or equivalent 
• Minimum of 5 years’ experience with 3 years management experience in the hospitality / retail industry
• Previous experience in duty management is an advantage

Core behavioral competencies

• Analytical skills
• Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Decision-making
• Planning
• Influencing & Advising skills
• Emotional resilience
• Customer centric
• Networking and relationship building
• Innovation & continuous Improvement

Technical competencies

• Corporate & industry knowledge
• Quality Assurance
• Retail brands and offerings
• F&B Product knowledge & standards
• Labour & risk legislation
• English written and verbal communication skills
• Proficiency in MS Office Suite; Opera; Micros & Revenue Management System 
• Business Acumen
• Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment

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Job Purpose

• The Assistant Casino Accountant will be responsible to record and reconcile gaming revenue against the system data and distribute gaming related documents from the gaming operations, count and cash desk functions on a daily basis for analysis and verification purposes, in line with legislation, regulations and SSC policies and procedures.

Key Performance Areas

• Check and confirm that machine win reconciles to actual win
• Daily balancing of machine meters
• Run the interface from EGS into IFS, check, reconcile and post into IFS
• Identify, investigate, and resolve any discrepancies between EGS and IFS with the unit casino administrators
• Check the distribution of daily electronic revenue reports – accuracy, timing, distribution 
• Review the cash desk reconciliation and ensure it is completed accurately
• Balance the IFS general ledger to EGS
• Reconcile all casino revenue related balance sheet accounts daily
• Review, post and reconcile all casino debtors related transactions.
• Allocate statutory requirements to relevant accounts (e.g. vat, gaming board levies)
• Conduct quality assurance on the back-up documentation
• Escalate any variances and errors identified
• Assist other Administrators in the Revenue team with queries and processing where necessary reconciliations completed, queries resolved etc).
• Providing support to the casino administrators in the units
• Filing and management of physical documentation
• Meet the Key Performance Indicators (“KPIs”) for this role (eg: Revenue posted daily, 
• Keep management updated with regards progress and where necessary escalate unresolved issues
• Respond to and resolve queries with internal and external clients
• Develop and maintain sound working relationships with relevant departments
• Interact with clients and provide professional service standards and solutions
• Maintains employee confidence and protects confidential information
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Job Requirements

Education

• Grade 12
• 3- Year Degree in Accounting 

Experience

• Minimum of 3 years’ experience in casino accounting
• Experience working with accounting or casino management systems

Skills & Knowledge

• Analytical skills
• Accuracy
• Attention to detail
• Problem Solving
• Working with information (agreements, laws, regulations, statics)
• Clerical Administration skills
• Corporate & gaming industry knowledge
• Cashiering / Count knowledge
• Gaming Regulations
• Written and verbal communication skills
• Proficiency in MS Office Suite 
• Knowledge of EGS is an advantage
• Knowledge of IFS Finance is an advantage
• Strong numerical skills
• High level of Integrity

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Main Purpose of the Job

• The MVG Host will be responsible to be the customer service point of contact for the Sun MVG Loyalty Programme, providing exceptional service to Sun MVG members and all guests in accordance with company standards and gaming regulations.
• The role will be responsible for sharing information around the loyalty programme, as well as promotional, retail, and entertainment activities, redeeming of points, updating of marketing data in the system and upselling on available facilities.
• This will be done through connecting and engaging with current MVG members and converting prospective customers into active members of the programme with the aim of contributing towards the revenue potential of the business.

Duties and responsibilities include

Customer Service Preparation

• Checks operating equipment prior to start of shift to ensure all is functioning and ready for service
• Check cleanliness of own section or station
• Restock marketing collateral, brochures, and  cards at the MVG desk
• Communicate and follow-up on the correction of any equipment faults or defects
• Conduct handovers with shifts (prior to and following shift)

Delivered Loyalty Programme Services

• Promotes Loyalty Programme and explains benefits
• Clear understanding of the programme operations (Terms and conditions, programme mechanics)
• Captures sign up data and issues cards
• Validate customer data and contact permissions at all customer interactions
• Captures all other guest related data i.e. Inquba, CMP etc.
• Conduct collateral and stock audits
• Redeems points for guests and issues reward vouchers
• Process and handle Guest points disputes, balances and redemptions
• Assists in selling of Non-MVG player cards
• Process points redemption for guests
• Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries
• Upsell on current facilities and opportunities for increased spend on the complex through the loyalty programme

VIP Administration

• Conduct meet and greet processes for customers on arrival and departures from the Hotel, Privé and Sun Lounge areas
• Be able to identify VIP clients by name on arrival
• Interact with guests and provide professional service standards and solutions
• Be able to answer queries relating to game information, various bet types, promotions and events, as well as products
• Handle any complaints, disputes and suggestions and escalate when required
• Process day to day complimentary vouchers for guests in the Privé / Sun Lounge areas
• Conduct Telesales for New sign ups and guest offers
• Process points redemption for guests in the Privé / Sun Lounge areas
• Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries for guests in the Privé areas
• Be the liaison between VIP Personal Host and VIP customers on a daily basis.
• Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments
• Perform VIP administrative functions as required
• Be present on the floor during VIP functions

VIP Hosting

• Act as a host in the Privé, Sun Lounge or Private gaming areas whilst customers are engaged in play
• Co-ordinate and arrange for customer excursions, activities and requirements on a day-to-day basis with the relevant departments in line with customer requests
• Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments
• Be present on the floor during VIP functions

Creating Customer Experiences

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business unit facilities, products and current promotions and leverage opportunities to upsell facilities
• Conduct Inquba/guest surveys  and contact guests where need be
• Own customer complaints, concerns, or requests. Quickly address their questions and overcome potential roadblocks, escalating issues to management, where necessary
• Trouble shoot and resolve any issues being experienced by the customer
• Access and retrieve customer information and manage sensitive customer data in the system to ensure that records are updated and maintained whilst conversing with customers

Job Requirements

Minimum requirements (Education and Experience)

• Grade 12, with at least Maths literacy
• 2-4 Years experience in a customer facing / sales role
• Knowledge and track record working with the Sun International MVG programme is an advantage

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aid)

Accreditation/Registration/Licenses

• Meet the requirements for a gaming license

Technical competencies

• Strong English verbal and written communication skills
• Gaming Product Knowledge – Games, Machine card transactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge, profile management (data capturing, card issuing, reward processing)
• Compliance procedures and regulations
• Basic responsible gambling principles
• Proficient computer skills in MS Office
• Data capture / Typing skills
• Working knowledge of SVC / Opera PMS / EGS / Promo Exec is an advantage

Core & Personal behavioral competencies

• Relating (connecting; valuing diversity and interacting)
• Maintaining focus
• Acting with energy and enthusiasm
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking (accuracy in capturing of data)
• Following Instructions
• Emotional maturity
• Problem Solving
• Handling conflict
• Presentable

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Job Purpose:

• The Operations Project Administrator will be responsible for providing a wide range of administrative and project support of a responsible, confidential and complex nature to support projects across Sunbet’s Operations department and the business in order to ensure a seamless and consistent delivery to all clients, as well as internal and external stakeholders.
• This will include co-ordinating and tracking of project activities to ensure that objectives are delivered as agreed in line with Sunbet’s targets, budgets and relevant policy, procedures and standards.
•  This dynamic position requires the ability to plan and think critically, and offer support with professionalism, adaptability and confidentiality.

Job Scope:

• Co-ordinate and track project activities, ensuring stakeholders are informed; that activities are tracked and measured and that there is follow-through in the execution of project tasks and activities in line with established frameworks, tools and regulations
• Support the operations and project teams in conducting of due diligence activities on various SunBet business, to support the operationalisation of the SunBet revenue growth and optimisation strategy for implementation across the business operations
• Monitor and anticipate team requirements needed for projects; tasks, documentation or any other resources and equipment as may be required, escalating challenges if necessary
• Facilitate communication with various stakeholders, team members and clients around project activity requirements
• Maintain and track comprehensive and accurate records of project interactions, issues, and resolutions contributing to the ongoing improvement of service processes, procedures, and knowledge base
• Collaborate with cross functional teams to execute on projects handed down by management
• Assist with capturing of ongoing projects on the work management platform (Asana), assigning relevant stakeholders and allocating due dates after consultation with relevant stakeholders
• Prepare project status reports and presentations to provide to key stakeholders
• Prepare project briefs to ensure all key stakeholders are aware of what is required for a certain project
• Attend meetings with affected stakeholders to ensure that action points are captured and implemented as part of the project planning process

Job Requirements

Qualifications:

• BCom Degree or relevant equivalent in accounting, finance, engineering, business management 

Experience:

• 1-2 years working experience
• Project management experience preferable
• Gaming industry exposure is preferable

Behavioural Competencies:

• Analysing / Problem Solving ability
• Managing Stakeholder relationships
• Applying expertise and technology
• Responding with urgency
• Emotional Maturity
• Integrating (Connecting, Consulting, Collaborating)

Technical Competencies:

• Interest in online sports betting and casino games
• Project co-ordination
• Proficiency in Asana or other work management programs is beneficial
• Computer literacy – MS Office
• Administrative and minute-taking ability
• English Verbal and Written communication skills
• Functional product and process knowledge
• Business process analysis methods and techniques