The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well located casinos, and some of the world’s premier resorts. Our...
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Job Purpose
- The Butler will be responsible for greeting and checking in guests, making dining and entertainment arrangements and keeping guest rooms and suites up to the hotel and guest standards.
Key Performance Areas
- 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
- Educate customers on business unit facilities, products, reward programme and current promotions
- Recommend, upsell and arrange for amenities and activities for guests
- Serve meals and pour drinks for guests
- Keep up to date on all hotel policies on safety and hygiene
- Display a thorough understanding of the inventory, consumables on offer, menus and food outlets
- Communicate with the kitchen regarding menu questions and product availability
- Keep relevant departments informed about guest allergies and food preferences.
- Fulfil guest's requests and liaise with respective departments: laundry, wake-up-call, spa bookings, errands, concierge, transport and any special requests etc.
- Record transactions and order items on relevant system
- Updates guest feedback and comments on to relevant system
- Checks in with guests to ensure satisfaction with each food course and/or beverages.
- Inform housekeeping department the time desired for the daily cleaning and turn-down service
- Possess knowledge on accommodation features: lay-out, room type, location, decor, in room facilities and equipment
- Monitor stocks of items, and re-stock where applicable
- Anticipate guests' needs and provide a seamless service to them to acquire any items they need and provide them with fast, timely service for all of their needs.
- Provide billing to guests where relevant
- Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
- Grade 12 (with relevant experience)
Experience
- 2 years’ experience as a butler/within a customer service industry providing personalised guest experiences
Work conditions and special requirements
- Ability to work shifts that meet operational requirements
- Physically able to move operating equipment
Skills and Knowledge
- Collecting information
- Assuring Quality
- Creating Customer Experiences
- Following procedures
- Organising and coordinating resources
- Responding with urgency
- Acting with energy and enthusiasm
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Job Purpose
- To prepare and deliver exceptional beverage services within the banqueting and / or restaurant operations to ensure that internal (SOP) standards are continuously achieved and professionally executed
Key Performance Areas
Prepared Work Area
- Prepare mise-en-place, and conduct any other required checks and preparations for service
- Identify issues with regards to the bar display and surrounding areas in terms of appearance/ functioning of equipment and systems
- Stock bar for service – counting stock daily & sharing reports at the provided times
- Check cleanliness of own section or station – complete all cleaning tasks and checklists
Service Execution
- Keep up to date with regards food products, trends and drinks methodologies required to deliver menus
- Understand and conduct all tasks in line with Food & Beverage standard operating procedures
- Take guest orders accurately and timeously and place in the POS system
- Full menu knowledge - Explain menu items and make recommendations with regards beverage menu
- Mix drinks and present beverage in line with guest order and outlet standards
- Be attentive to guest requests – be proactive to guests needs.
- Clear glasses after guests have completed their drinks
- Provide billing to guests
- Conduct cash-ups at the end of service
- Complete beverage stock sheets each shift
- Leverage opportunities to upsell on promotional items
Bar Standards
- Understand and conduct all tasks in line with F&B standard operating procedures
- Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
- Use and store operating equipment in line with specifications and safety regulations
- Participate in stock takes
- Conduct daily stock counts of bar smalls
- Resolve or report on any anomalies to the required standards
- Report on any breakages at the end of the shift
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, reward programme and current promotions
- Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
- Grade 12 preferred (with relevant experience)
Experience
- 2 years previous experience as a bartender ( knowledge in correct wine service techniques & cocktail making)
Work conditions and special requirements
- Ability to work shifts that meet operational requirements – offering flexibility: including weekends, morning shifts, evening shifts, public holidays
- Physically able to move operating equipment
- Have an open attitude to perform similar functions in alternative outlets due to operational requirements
- Must adhere to shift timings and arrive to shifts at the specified time
Skills and Knowledge
- Beverage / Cocktail Product Knowledge.
- Barrister skills – knowledge on all coffee varieties.
- Operating equipment – cleaning and maintenance.
- Beverage service – wine service/cocktail service
- Communications skills
- Upselling skills – driven to make sales
- Cashiering Services – use of POS and credit card terminals
- Demonstrates strong problem-solving skills
- Collecting Information (listening; asking questions)
- Demonstrates strong time management skills with consistent punctuality
- Strong focus on task execution and adherence to instructions
- Able to work independently as well as collaboratively in team environments
- Authentic enthusiasm for engaging with guests
- Happy genuine and positive in nature
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Job Purpose
- Responsible to be the frontline customer service point for facilitating the flow and securing of cash from transactional exchanges with guests, satellite stations and other cash desk areas on the gaming floor (including caions and vault) and to assist with count processes as required, in line with internal professional standards and gaming regulations.
Key Performance Areas
Prepared Work Area
- Check work area and ensure all equipment is functioning and ready for service
- Check cleanliness of own section or station
- Communicate and follow-up on the correction of any equipment faults or defects
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
Cash Desk Transactions
- Handle all player transaction requirements with regards the exchange of cash, chips,vouchers and smart cards and paying out ‘winnings’
- Reconciliations (treasury, automated cashier machine, chip) are completed daily
- Calculate and execute pay-outs
- Accurately conduct financial transactions on the gaming systems
- Identifies and escalates suspicious transactions and possible fraudulent activity
- Conduct cash-ups and reconcile float at the end of service
- Substantiate and report on any float variances
- Secure and transport float as required
- Guest information and copies of trading and transactional documentation is accurately recorded in the system
- Supporting documents have been generated for auditing purposes
Job Requirements
Education
Experience
- Previous experience in a customer facing / cashiering role
- Experience in the gaming industry would be an advantage
- Successful completion of the Cashier Training School requirements.
Skills and Knowledge
Core & personal behavioural competencies
- Problem Solving
- Collecting Information (listening; asking questions)
- Dealing with Customers
- Attention to detail
- Checking (accuracy in the handling and recording of transactions)
- Following Instructions
- Emotional resilience
- Honesty in the handling of cash
- Presentable
Technical/ proficiency competencies
- English verbal communication skills
- Numerical skills (calculations)
- Cash / credit transaction knowledge
- Detect fraudulent currency
- FICA threshold and suspicious transaction reporting
- Cash desk equipment usage and maintenance
- Cashiering administration
- Count
- Basic computer skills
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Job Description
Main Purpose of the Job
- The warehouse assistant will be responsible to move and transfer stock within and from the warehouse to various outlets across the complex to ensure sufficient stock levels in line with operational requirements, and according to Company standards and regulations
Minimum requirements (Education and Experience)
Work conditions and special requirements
- Physically able to work and stand for long periods of time
- Physically able to move heavy stock
Scope and limits of the job
- Physically move and transfer stock between the warehouse and multiple outlets within the business unit
Job Requirements
Duties and responsibilities include
Stock Transfers
- Get picking list from the stock controller and issue the goods as per SOP
- Pack stock on arrival and assist with stock rotation- ensuring old goods are in front to be picked first
- Move and transfer stock within and from the warehouse to various outlets on the complex
- Store stock in line with safety standards
- Clean storage areas and equipment
- Participate in stock takes on a monthly basis; and recounts when necessary
- Report on obsolete stock
Technical competencies
- Product knowledge
- Stock control procedures
- SHE legislative requirements
- Numerical skills
- English written & verbal communication skills
- Proficiency in MS Office Suite
Core behavioural competencies
- Checking or Attention to detail
- Following instructions
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Job Description
Job Purpose
- The Assistant Front Office Manager is accountable for supervising front desk activities (check-in, check-out, night audit), ensuring that internal (SOP’s) and external (tourism 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
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 department
- Cash-ups at the end of the shift
- Complete shift reports
- Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
- Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences
Front Office Operations
- Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Oversee and supervises guest arrivals and departures with the front office team
- Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
- Maintain master key control for the shift
- Review daily front office work and activity reports generated by night audit
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Conduct cash-up procedures, verifying all bank deposits at the end of the shift
- Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Develop and track a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs
- Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied.
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
- On boarding of new staff members
Financial Control
- Authorise spend in line with budget
- Report on any variances for the department
Delivered Customer Experience
- 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 the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience
- Provide post-mortem feedback with regards promotions 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
Job Requirements
Education
- Grade 12
- 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level
Experience
- Minimum of 3 years’ experience as an receptionist in a front office environment
- Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage
- 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
- Collecting Information
- Team Co-operation
- People Supervision
- Appraising & developing
- Problem-Solving
- Analytical skills
- Attention to detail
- Reviewing / evaluating information and data
- Emotional resilience
- Dealing with Customers (including dealing with conflict)
- Self-driven and presentable
- Valuing Diversity & Inclusiveness
- Corporate & industry knowledge
- Product knowledge & standards – rooms, facilities, promotions, etc.
- Proficient English written and verbal communication skills
- Accommodation pricing structures
- Proficiency in MS Office Suite, Opera
- Business Acumen
- Basic Financial Acumen
- Night audit procedures
- Knowledge and application of legislation relating to Safety, Health and the environment
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Job Purpose
- The Housekeeping Team Leader is responsible for supervising daily housekeeping operations, ensuring cleanliness and presentation standards in guest rooms, public areas, kitchens, and back-of-house areas, supporting the property in achieving service excellence, operational efficiency, and compliance with hygiene and safety standards, while motivating the team to deliver consistently high levels of guest satisfaction.
Key Performance Areas
- Allocate duties and supervise shift schedules based on business occupancy
- Conduct shift briefings, handovers, and daily operational walkabouts
- Monitor cleaning activities and ensure SOPs, hygiene, and safety protocols are followed
- Step in to perform housekeeping tasks as needed during high-demand or low-staff periods
- Be present on the floor to assist guests, resolve complaints, and manage special requests
- Oversee execution of personalised services (e.g. turndowns, VIP amenities)
- Promote a courteous and professional environment that supports brand loyalty
- Supervise attendance, grooming, performance, and conduct of housekeeping staff
- Provide on-the-job coaching and training on standards, promotions, and protocols
- Support onboarding of new staff and contribute to team motivation and communication
- Conduct inspections of rooms and public areas to ensure quality and presentation standards
- Monitor and report maintenance, pest control, and hygiene issues
- Ensure health, safety, and environmental compliance across all housekeeping zones
- Monitor usage and stock levels of linen, amenities, uniforms, and supplies
- Requisition supplies when needed and manage distribution
- Ensure correct handling and maintenance of cleaning equipment
- Support inventory counts and report discrepancies or damaged stock
- Provide updates to management on floor conditions, guest issues, and team performance
- Complete daily shift reports and communicate guest preferences and VIP requirements
- Relay updates and operational instructions to team members effectively
- Report maintenance defects and issues to appropriate department.
- Encourage teamwork, motivation and professionalism.
- Coordinate with Front Office and other departments to meet guests’ expectations
- Maintain cleaning records and inspection reports
- Update room status and report to the Front Desk
- Enforce proper use of chemicals and cleaning equipment
- Ensure all team members follow H&S protocols and procedures.
Job Requirements
Education
Experience
- 5 years’ experience in a housekeeping role, inclusive of 2 years in a supervisory/team lead role
- Previous experience in hotel housekeeping is require
Work conditions and special requirements
- Ability to work shifts that meet operational requirements (including public holidays, night work and weekends)
- Physically able to move operating equipment and furniture to perform housekeeping activities
Skills and Knowledge
- Housekeeping industry knowledge – HACCP; FCS standards
- Quality Assurance
- Housekeeping Product knowledge & standards
- Housekeeping tools and chemicals
- Cleaning techniques including specialised cleaning
- Written and verbal communication skills
- Proficiency in MS Office Suite, Opera
- Knowledge and application of legislation relating to Safety, Health and the environment
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Job Purpose
- The Linen Team Leader is responsible for coordinating and supervising day-to-day linen, laundry, and uniform operations; ensure efficient distribution and stock control; maintain order in linen areas; and support team performance and service delivery in line with housekeeping standards.
Key Performance Areas
- Supervise daily distribution, collection, and return of linen across guest areas and departments
- Ensure cleaning carts are correctly stocked before shifts and cleared after use
- Maintain uniform issue/return records and support minor repairs or replacements
- Monitor linen and uniform condition; report damaged or condemned stock
- Maintain par stock levels by monitoring usage and notifying manager of shortages
- Assist with monthly stocktakes for linen, uniforms, and amenities
- Organise and label stock in storage areas, ensuring cleanliness and safety standards
- Track laundry flow and usage using basic logs or linen tracking tools
- Check basic equipment functionality and report faults immediately
- Monitor chemical levels and usage in line with SOPs and refill or report as needed
- Ensure all laundry and linen items are sorted and handled per hygiene standards
- Lead shift briefings and allocate duties based on roster and occupancy
- Support onboarding of new team members and assist with on-the-job training
- Monitor team grooming and conduct; escalate issues where necessary
- Assist with shift reports and communicate operational updates to relevant teams
- Support guest laundry delivery or collection when required
- Address guest queries courteously; refer complex complaints to the manager
- Liaise with other departments to coordinate linen delivery schedules
- Promptly reporting and resolving issues related to shortages, damaged or poor-quality stock.
- Tracking and confirming delivery schedules to avoid disruptions in linen availability.
- Coordinating returns or replacements of faulty items in line with supplier agreements.
- Maintaining open communication with vendors and suppliers to improve service efficiency and build strong working relationships.
- Ensuring all supplier interactions are documented and aligned with internal procurement or inventory procedures
- Working closely with the Housekeeping Manager to forecast linen needs based on occupancy levels and special events.
Job Requirements
Education
Experience
- 5 years’ experience in housekeeping/ or an inventory control environment, inclusive of 2 years’ experience in a supervisory role
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
- Checking (attention to detail)
- Taking ownership
- Responding with urgency
- Collaborating
- Collecting Information (listening; asking questions)
- Dealing with Customers
- Following Instructions
- Team co-operation
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Job Purposes
- Responsible to prepare and deliver exceptional food and beverage services to our customers within the restaurant operations / banqueting operations and on the casino floor, ensuring that internal (SOP) standards are continuously achieved and professionally executed
Key Performance Areas
Prepared Work Area
- Prepare mise-en-place, place settings and any other required checks and preparations for service
- Set-up and break down for functions in line with event requirements and start times (when required)
- Identify issues with regards the outlet’s floor appearance/ functioning of equipment and systems
- Check cleanliness of own section or station
- Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
- Use and store operating equipment in line with specifications and safety regulations
- Participate in stock takes
- Resolve or report on any anomalies to the required standards
Service Execution
- Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
- Understand and conduct all tasks in line with Food & Beverage standard operating procedures
- Take guest orders accurately and timeously
- Place guest orders in the system
- Explain menu items
- Make recommendations with regards beverages and menu items
- Interact with kitchen staff respectfully around any special requests
- Deliver food and beverage dishes to customers and present in line with standards
- Be attentive to guest requests
- Clear tables after guests have completed their meal
- Provide billing to guests (where relevant)
- Conduct cash-ups at the end of service (where relevant)
- Leverage opportunities to upsell on promotional items
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, reward programme and current promotions
- Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
Experience
- 2 years previous experience as a waiter
Skills and Knowledge
- Food & Beverage Product Knowledge
- Food Service
- Operating equipment use & care
- Beverage service
- Communications skill
- Upselling skills
- Basic Computer Literacy
- Cashiering Services
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Job Purpose
- Responsible for the food preparation and presentation of exceptional culinary products for the restaurant / banqueting / hotel operations according to Sun International’s operational excellence standards, procedural compliance and customer experience expectations.
Key Performance Areas
Food Preparation
- Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
- Prepare mise-en-place, conduct checks and preparations for service in line with SOP
- Support Chef de Partie in the daily operation and preparation of food / menu items according to recipe guidelines and preparation techniques – including preparation of vegetables, sauces, salads, cold starters; and hot dishes
- Control food stock and food cost in own section by minimising waste and off-cuts
- Check food stocks - reporting on shortages, throwing out food that is close to expiry and keep the fridge areas in good order.
- Resolve or report on any anomalies / spoilages to the required standards to management chefs
Culinary Governance standards
- Arrive at work ready for service dressed in relevant PPE with culinary tools / knives
- Identify issues with regards own work station appearance and functioning of equipment and systems Check cleanliness of own section or station
- Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
- Use and store operating equipment in line with specifications and safety regulations
- Participate in stock takes
Customer Engagement
- Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them, and ensuring respect at all times
- Interact with guests and provide professional service standards and relevant solutions
- Identifies customers and understand their preferences
- Take guest orders accurately at the buffet
- Explain menu items
- Prepare food items for the guest and present in line with standards
- Educate customers on business unit facilities, products and current promotionsHandle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
- Grade 12
- 1-Year Culinary Certification or equivalent national qualification in culinary skills at Certificate level
- Membership with South African Chef’s Association and other relevant culinary accreditation
Experience
- 6 months experience in culinary operation
Skills and Knowledge
- Team Co-operation
- Dealing with customers
- Preparation of food
- Judgement through the senses viz aroma, taste, colour, texture
- Using culinary and kitchen equipment
- Following instructions
- Checking – availability of materials, working to specification
- Performing physical tasks – cleaning, tidying, cooking
- Continuous learning
- OE usage and storage
- Culinary Product Knowledge
- Cooking Methodology
- Legislation – food safety standards & regulations
- Environmental and sustainability standards
- Knife skills
- Waste management
- Stock control
- Basic Computer Skills
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Job Purpose
- The Front Office Manager is accountable for the monitoring, team management and delivery of front of house 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
Delivered Rooms/ 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. Inquba 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
Rooms / 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
- 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
- Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
- 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
Job Requirements
Education
- Grade 12
- 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 forecating
- 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
Method of Application
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