Top Roles at Sun International

About the internship

• We are seeking motivated and enthusiastic people from electrical engineering field of studies and preferably light current. This opportunity is designed for candidates who require practical workplace experience to complete the requirements for their National Diploma.
• SAQA Learning Programme ID: 67043 National N Diploma: Engineering Studies: Electrical Engineering, NQF Level 6, 360 credits
• The successful interns will gain experience in electrical systems, electronic equipment, checking/testing electrical circuits, faults finding, basic soldering/desoldering, maintenance operations under the supervision of qualified professionals and other more.
• Duties and responsibilities include
• Assist with the installation, configuration, testing, and maintenance of electronic gaming machines (EGMs), gaming peripherals, and related technical equipment.
• Support fault-finding, diagnostics, and troubleshooting of gaming machines, electronic circuits, communication networks, and associated systems.
• Participate in preventative maintenance programmes to ensure the optimal performance, reliability, and compliance of gaming equipment.
• Assist with technical inspections, software updates, machine conversions, and system upgrades under the guidance of qualified Gaming Technical Shift Manager.
• Support the maintenance and monitoring of gaming floor communication networks and electronic monitoring systems.
• Assist with recording maintenance activities, technical reports, service logs, and asset documentation.
• Participate in project activities involving the installation, relocation, or upgrade of gaming equipment and supporting infrastructure.
• Ensure compliance with gaming regulations, company policies, and all safety, health, and environmental requirements.
• Work closely with experienced technicians to develop practical skills in electronics, electrical systems, networking, and gaming technology.
• Provide technical support during gaming machine testing and commissioning activities.

Job Requirements

Minimum requirements (Education and Experience)

• N6 Certificate in Electrical Engineering (Light Current) 
• South African citizen 
• Good understanding of Electronic circuits and Electrical principles 
• Computer literacy (Microsoft Office) 
• Good communication and problem-solving skills 
• Ability to work independently and as part of a team 
• English verbal communication skills

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to work and stand for long periods of time
• Physically able to collectively move machines  

Skills and competencies

Core & personal behavioural competencies

• Analytical skills
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Emotional resilience
• Presentable 

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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

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 

• 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 

Job Requirements

Education

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

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

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Job Purpose

• The Assistant Front Office Manager for Hotel 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 InterContinental 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 Description

• The Online Payment Processing Agent for SunBet will be responsible for reviewing withdrawals and evaluating 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

Qualifications

• Diploma in Auditing or Risk Management

Experience

• Minimum 3 years’ experience in a regulatory environment

Skills & Knowledge

• Analysing
• Collecting Information (listening; asking questions)
• Clerical Administrative functions
• Checking (accuracy in the handling and recording of transactions)
• Following Instructions
• Investigating & Understanding
• Managing Customer & Stakeholder relationships
• Emotional Maturity
• 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

• Perform KYC verification on all clients to verify client ID document and proof of residence and ensure compliance with all regulatory requirements; ensuring any discrepancies are resolved with clients timeously or escalate any suspicious clients to senior agents for further investigation
• Investigate failed deposits timeously and where relevant process these deposits through BOP and Stratech
• Escalate unidentified failed Ivery deposits to credit card division, and voucher service providers for further verification
• Monitors clients’ accounts at an operational level to proactively detect possible fraudulent activity, ensuring any issues are reported for further investigation
• Process client withdrawals
• Participate in reporting cases to FIC
• Respond to and resolve first level queries with clients
• Develop and maintain sound working relationships with relevant departments
• Interact with clients and provide professional service standards and solutions
• Keeps abreast of trends and business practices in the fraud environment