Trending Jobs at Sun International

Job Purpose

• Responsible to be the frontline customer service point in facilitating the play of casino tables games whilst providing exceptional service on the floor in accordance with company standards and gaming regulations

Key Performance Areas

Prepared Work Area

• Check gaming area, table and float and ensure ready for play
• Checks operating equipment prior to start of shift including shuffling machines; cards; chips; etc to ensure all is functioning and ready for play
• Check cleanliness of own section or station
• Communicate and follow-up on the correction of any equipment faults or defects

Game Play

• Deal the relevant tables games (blackjack, Poker; Punto Banco, Baccarat; American Roulette; or any other game as per business unit requirements)
• Handle all player transaction requirements with regards placing of bets and paying out including cash and chip transactions
• Provides audible and precise game commentary
• Monitor and report on guest play and action (when required) on the Casino system
• Keeps inspector informed of information relevant to the games and escalate any suspicious betting patterns or underage gambling
• Opening and Closing of tables
• Game hand over – Dealer to dealer and /or inspector
• Conduct cash-ups and reconcile float at the end of shift
• Substantiate and report on any float variances
• Secure and transport float as required

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

Requirements
Minimum requirements (Education and Experience)

• Grade 12 or equivalent national qualification in gaming operations
• Previous experience in a customer facing role
• 1 year experience as a Tables Dealer
• 1 year experience in the gaming industry
• Demonstrated competence in all requirements (including an ability to deal blackjack and roulette) and participation as part of a practical Dealing School

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 aids)
• Full visual acuity (ability to discern colours)
• Manual Dexterity – ability to handle chips and cards with both hands

Certifications/Accreditation/Registration/Licenses

• Meet the requirements for a gaming licence

Skills and competencies

• Core & personal behavioural competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable

Technical proficiency competencies 

• English verbal communication skills
• Numerical skills (calculations of large numbers)
• Deal tables games including Roulette / Blackjack
• Use Gaming Tables equipment – chip handling, chipping machines, Shuffling machines
• Betting procedures
• Compliance procedures and regulations
• Basic responsible gambling principles
• Basic computer skills

go to method of application »

Job Purpose: 

• To manage a specific sport in order to maximise profit margins and provide punters with a competitive product that is on time and on line at a right price  

Requirements
Education: 

• B Degree in Sports/Business/ Finance or equivalent (plus). 
• Key Employee License Holder (plus). 

Experience: 

• Minimum 2 years' experience as a junior trader in sports.

Skills and Knowledge:

• Understanding of specific sports.
• Industry and market knowledge.
• Aptitude for numbers/ financial acumen. 
• Attention to detail. 
• Team player.
• Analytical skills.
• Judgement & decision making.

Key Performance areas:

• Offer as many pre-game and live televised sports games as possible that can be traded in order to attract sports punters to sunbet.
• Add competitive sports markets and increase market range in order to become the leading book maker for a specific sport.
• Constantly monitor sports punters to keep abreast of those that get lost to the business. 
• Liase with marketing department to establish reasons for lost punters and advise on campaigns to lure back lost punters and attract new ones.
• Ensure adherence/ compliance to existing sports-specific risk policies in order to guide the amount of exposure for each sports market;
• Make decisions on take-backs from other book makers in order to reduce amount of exposure, and as far as possible, ensure that take- backs are not at a loss;
• Make suggestions on where to move market or change betting limits and prices in order to manage exposure;
• Analyse sports that are set up manually in order to determine correct prices and quotes for punters vs market’s prices and quotes;
• If there is a big gap between company and market prices and quotas offer opinions and / or decide to either stay in line with market or go outside the market to force money from punters in a different direction;
• Spot suspicious betting transactions and investigate to ensure legitimacy of bet;
• If illegitimate, explain to punter why payout cannot be made and in the case of a dispute prepare case for Head Trader to present to Gambling Board.
• Produce weekly, monthly and quarterly reports on sports and punters in order to determine growth and performance of a specific-sport;
• Analyse sports and punters to determine betting patterns and behaviour of punters;
• Based on information from reports, suggest ideas to improve specific-sport performance.

go to method of application »

Job Purpose: 

• To improve efficiency of the department and help reduce betting risks by providing administrative support, trading assistance and executing instructions from the Senior Trader.

Requirements

Education: 

• Matric with at least a C standard grade pass in maths (essential).
• Degree in Sports / Business / Finance or equivalent (plus)

Experience:

• Trading experience (plus)

Skills and Knowledge:

• Understanding of a variety of sports
• Aptitude for numbers
• Attention to detail
• Team player
• Analytical skills
• Judgement
• Compile instructions.

Key Performance areas:

• Monitor and respond to general support queries from Telebet Operators;
• Escalate complex queries to Senior Trader;
• Set up general sports events instructed by Senior Trader;
• Monitor and enter results of sports games into Turfsport.
• Understand sports  risk policies in order to alert Senior Trader should there be too much exposure on a market;
• Take instructions (e.g. move price & quote or close market) from Senior Trader in order to reduce potential high exposure on a particular market;
• Occasionally make independent decisions to counter suspicious betting behaviour (e.g. temporary close of market) and then take advice from Senior Trader on way forward;
• Monitor over-exposed markets and follow instructions from Senior Trader on how to adjust and re-open them.
• Monitor and compare feed markets and prices with international market and prices in order to ensure the feed updates on time and illegitimate betting behaviour is countered;
• Monitor Bet Radar System to ensure no technical problems occur (e.g. feed not updating   and stoppages)

go to method of application »

Job Purpose: 

• The VIP Host role in Sun Bet is responsible for implementing the VIP customer program and is the point of contact for VIP customers. The role needs to build and retain relationships with Sun Bet’s VIP customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations. 

Requirements
Education: 

• Grade 12

Experience: 

• Minimum 3 years’ experience in a customer service, a contact centre or sales environment
• Experience dealing with high end and VIP customers is an advantage
• Having an interest and experience in sports is preferred

Skills and Knowledge: 

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience
• Building & Developing relationships
• Influencing
• Selling
• Conflict handling skills
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality
• Sports and sports betting Industry knowledge
• Sun Bet product knowledge
• Written and verbal communication skills
• Proficient computer literacy (MS Office; CRM software)
• Sales skills
• Telephone skills
• Networking skills
• Negotiating skills
• Legislation – including POPI, FICA requirements

Key Performance areas

• Develop relationships telephonically with VIP clients to retain and grow customer loyalty with Sun Bet, by selling products, services and experiences relevant to the customer
• Manage customers’ requests and VIP inbound calls to resolution
• Answer all customer queries in a prompt and professional manner
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring Sun Bet as the sports betting brand of choice
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP Sun Bet clients to maintain the relationship
• Monitor specific VIP customer accounts including developing customer accounts to increase customer visits to promote revenue growth
• Manage VIP customers using CRM in line with targets
• Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun Bet player offers
• Work within current business strategies and recognize potential opportunities for new business and customer acquisition
• Attend Sun Bet events with customers to raise awareness around Sun Bet’s brand and VIP program, as required
• Action leads received via the Sun Bet Gaming system and respond to these leads
• Maintain the confidentiality of customer’s information
• Recognise customers on special occasions including birthday and other important dates.

go to method of application »

Job Purpose

• Manages the day-to-day delivery of the food production operation and culinary team within a specific outlet with the objectives of delivering quality culinary products, maximising revenue through controlling operational efficiencies and productivities, operating equipment and stock, in line with Company standards. 

Key Performance Areas

• In collaboration with the Executive Sous Chef, develop outlet objectives and, deliverables in line with the culinary strategy.
• Facilitate the communication and implementation of culinary deliverables for the outlet.
• Provide clear delegation of authority and accountability for deliverables.
• Manage and allocate people and operational resources.
• Communicate plans relative to promotions and strategies to relevant staff and, stakeholders within the unit.
• Put in place staff scheduling and duty allocations to ensure coverage.
• Manage the preparation of mise-en-place.
• Complete opening and closing checklists.
• Interact and be present on the floor during service to ensure food quality and, presentation in line with standards.
• Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues experienced during service etc.
• Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet.
• Report and resolve any issues experienced.
• Monitor the cleanliness and hygiene of the kitchen before, during and after service.
• Keep up to date with regards food products, trends, and cooking methodologies, enquired to deliver menus.
• Monitor products and pricing within the outlet.
• Make recommendations of improvements to the product / menu offering
• Compile and co-ordinate the culinary promotional calendar for the outlet
• Monitor standards in the outlet and identify any areas of concern.
• Conduct maintenance and hygiene inspections in all areas of the kitchen
• Monitor health, safety, hygiene, and environmental elements in the outlet.
• Manage the control and storage of stock, operating expenses (gas) and operating supplies (packaging, chemicals), equipment as per SOP for the outlet.
• Investigate variances / discrepancies and take necessary action to correct.
• Monitor Culinary standards and processes.
• Control waste for the outlet, Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these.
• Collaborate with the Executive Sous Chef to complete the planning for the Budget and, forecasts for the outlet.
• Motivate and manage Capex requirements for the outlet, authorise spend in line with budget.
• Monitor food costs (purchases related to revenue) Food recipe – All menu item food recipes to be documented, updated, and captured into the system MC or IFS to ensure accurate food theoretical.
• Manage the conducting of accurate stock takes for the outlet in line with Company process. Report on any variances for the outlet
• Produce a 10-day / 20-day and monthly food cost report.
• Monitor departmental leave liability.
• 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.
• Manage employee relations within the department.

Requirements
Education

•  3 -Year Culinary Diploma or equivalent National Culinary Qualification at a Diploma level, Membership with South African Chef’s Association and other relevant culinary accreditation.

Experience

•  5-6 years’ experience and track record in a similarly graded hotel / restaurant kitchen environment of which at least 2 years’ experience must have been as a chef de partie.

Skills and Knowledge

• Ability to work shifts that meet operational requirements.
• Food Costing, Culinary Product Knowledge
• Technical Competencies: Food Costing, Culinary Product Knowledge Kitchen Operational Management, Labour legislation
• Environmental and sustainability standards
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements 
• Mobility and ability to move around as per job requirements (including with the use of aids) Physically able to move operating equipment
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Proficient Computer skills, Coaching, Menu engineering, cooking methodology, Behavioural Competencies: Decision-making – use of initiative 
• Learning – training; coaching; staying abreast of industry developments Implementing and coordinating organising people; non-people resources Numeracy and calculation skills
• Analysing and diagnosing – numerical information; Demonstrated ability to make use of intermediate computer skills trends in data Problem-solving 
• Making fine judgements through the senses: colour, taste, texture.
• Kitchen Operational Management
• Labour legislation, Environmental and sustainability standards, Proficient Computer skills, Menu engineering, cooking.

go to method of application »

Job Purpose

• The Rooms Division Manager has the overall responsibility and accountability for leading, managing and integrating the front office, guest services, concierge and housekeeping operations for the SVC in line with regulations, legislative requirements and company standards.

Key Responsibilities

• Delivered Rooms Division Business Plan. Understand SVC’s strategic plans and align front of house, deliverables Facilitate the programme management and achievement of Rooms Division deliverables. Investigate front office, guest services, and housekeeping practices in the industry and benchmark with leading trends and technology. Identify and investigate new opportunities to streamline and optimise Rooms Division processes and services for the property.
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability.
• Provide clear delegation of authority and accountability for deliverables at all levels.
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally.
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property.
• Reports on the results of the function including Rooms Division reports; Monthly Financial Review reports; Risk Reports; Month end reports.
• Compliance Management. Oversee Rooms Division standards and processes for SVC – ensuring they are updated and communicated.
• Align practices with new legislative compliance around health, hygiene, safety and the environment Facilitate the implementation of sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct daily walkabouts of all units and facilities, both front of house and back of house areas to monitor compliance.
• Conduct unit checks and take any necessary action to ensure standards are being maintained.
• Ensure all staff are trained and found competent against regulatory and job requirements.
• Works with internal stakeholders (security and internal auditors) to identify risk areas and address these. Monitor that all security protocols have been adhered to.
• Rooms Division Product Development. Conducts a competitor analysis and keep up to date with timeshare resort trends in the market around room standards, amenities and workflow processes Analyse reports and statistics with regards demand forecasting and yield management including short (1-3 months); medium (3-6 months) and long term (6 -12 month) initiatives to achieve targets.
• Monitor and implement plans to increase occupancies, 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.
• Implement value add recommendations and cost-effective competitive solutions that address inefficiencies, opportunities or risks in order to achieve targets.
• Plan, manage and monitor approved projects and refurbishments within the rooms, as well as soft refurbishments
• Drive the rooms upsell programme to maximise revenue potential
• People Leadership. Provides direction and support to management and employees with regard to Rooms Division policies, procedures, initiatives and innovations
• Provides motivation and leadership to promote positive working relationships and employee relations within the department.
• Track, measure and enhance employee engagement. Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline.
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job).
• Source and Select talent as per EE plan. Drive the employee value proposition.
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved Facilitates a performance management culture Drive and embed the Sunway blueprint behaviors into the various areas of the rooms division.
• Plan for and oversee the implementation of reward and recognition initiatives within the rooms division function. Budget management ,Manage the financials for SVC’s Rooms Division functions including: Budget ,Cost management , Inventory management and stock control of housekeeping linen, chemicals and amenities, Capex PIP and forecasting, Revenue growth plans and performance, Financial reporting for the function Oversee the development and updating of uniform and linen controls Customer Relationship Management , Drive the customer value proposition for Rooms Division in line with the unit strategy, Deals with escalations / complaints and identify the root cause to ensure issues are addressed sufficiently, Be available on the floor to interact with VIP and other guests visiting SVC, Monitors customer standards and addresses gaps, Provides support to front office management, guest services management, concierge and housekeeping management as required Plans, manages and monitors projects and initiatives to improve the customer experience.
• Develops staff to ensure they have the product and procedural knowledge and competence to deliver against objectives and plans.
• Develop and coach staff to ensure they have the situational handling knowledge and competence to deliver against objectives. Stakeholder relationship management.
• Liaises with the Revenue, Sales and Marketing and Food & Beverage providers to develop customer value proposition for SVC.
• Communicates plans to functional managers for co-ordination and implementation Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA and monitors feedback against agreed objectives.
• Communicates any special guest requirements to other relevant operating departments.
• Provides feedback and reports back to Unit management on the performance and challenges within the Rooms Division environments.
• Provides feedback on operations to management team on initiatives, performance, concerns, etc.

Requirements

Education

• 3 Year Degree / Diploma in Hotel or Hospitality Management.

Experience

• 10 years’ experience in the hotel industry within a front office environment; including 3 years in a management position. Additional experience in housekeeping would be an advantage.

Skills and Knowledge

• Core & Personal Behavioral competencies. Motivating others / gaining co-operation. Decision-making 
• Training; coaching; keeping abreast of new developments in field.
• Analysing / Diagnosing performance of the department/ product performance Reviewing - Assessing feasibility; assessing compliance. Appraising / Developing Others including evaluating for recruitment, performance, coaching and training.
• Controlling people and non-people resources. Influencing & negotiating skills
• Planning & organising, Stakeholder Relationship Management.
• Innovation & continuous Improvement.
• Working with Customers, People management. Technical / proficiency competencies
• SVC operational and product knowledge, Front office knowledge housekeeping product and procedural knowledge.
• Compliance Procedures, Accommodation Revenue forecasting & analysis, Financial & Business acumen (including productivities).  Team Planning Proficient Computer Skills – MS Office (Excel); Opera, Ideas High levels of integrity Rooms & Yield Management, Labour legislation. SHE legislative knowledge and execution Networking skills SLA & Contract management, Coaching & mentoring
• Core & Personal behavioural competencies. Motivating others / gaining co-operation. Decision-making 

go to method of application »

Key Performance Areas

• Surveillance Monitoring
• Monitor all Gaming procedures on the gaming floor against the relevant functions.
• Complete target reports / punter scans on all gaming areas as per unit specific schedule
• Conduct system checks, alarm conditions and interfaces ** Record and report on faulty equipment
• Issue and check playing cards, where required and other gaming related equipment as per SOP
• Identifies, monitors and actions significant events actioned as per SOP: punter scanning, jackpot verification, table activity, etc.
• Monitors all non-gaming procedures against the relevant function
• Proactively monitor high risk areas and emergency response as per set out procedures
• Reviews all video footage and other documentation/ reports relating to incidents, queries and variances
• Investigates all variances reported to the Surveillance Department
• Reporting & Administration
• Reports or escalates findings of the review and investigations
• Record and retain evidence to be used for further processes according to standards
• Reporting all incidents and significant events to the relevant Stakeholders.
• Prioritises reports according to the severity of the incident.
• Captures relevant data on the EOB
• Compiles comprehensive reports where required 

Requirements
Education

• Grade 12 or equivalent national qualification in gaming operations
• PSIRA Grade C

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Analytical skills
• Handling conflict
• Checking
• Attention to detail
• Following Instructions
• Emotional resilience
• Honesty & Integrity
• Ability to deal with highly confidential information 

go to method of application »

Main Purpose of the Job

• The Food & Beverage team will be responsible for delivering hospitality services at the business unit, partnering with key stakeholders to create great customer experiences for guests visiting our properties; contributing to growing hospitality revenues, achieving operational governance and service standards, minimising wastage, and encouraging innovative solutions, in line with Sun standards and regulations. The Food & Beverage Attendant, as a member of the this team, will be responsible to prepare and deliver exceptional services to our customers within all F&B areas including restaurant operations; banqueting operations and on the casino floor (where relevant). Those in the role will be required to set-up restaurant, conferencing, seminars (if applicable) and banqueting facilities in preparation for service; prepare and serve beverages, and deliver food and beverage services to customers, ensuring that standards are continuously achieved and professionally executed.

Job Complexity

Know How

• Knowledge required involves the practical application of work procedures and processes
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Core & Personal behavioral competencies

• Collecting Information
• Assuring Quality
• Creating Customer Experiences
• Relating (connecting; valuing diversity, interacting)
• Collaborating
• Acting with energy and enthusiasm
• Following Procedures & Standards
• Maintaining focus
• Demonstrating initiative
• Building the Sunway Culture

Technical / proficiency competencies

• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage / Cocktail Product Knowledge
• Barrister skills
• Beverage service
• Stock control procedures
• Written and Verbal English Communications skills
• Numeracy skills
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

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

Delivered Food Services

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Take guest orders accurately and timeously
• Place guest orders in the system
• Explain menu items
• Make recommendations with regards food menu items
• Interact with kitchen staff 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

Prepared & Delivered Beverage Services

• Keep up to date with regards beverage products, trends and drinks methodologies required to deliver menus
• Take guest orders accurately and timeously and place in the system
• Explain menu items and make recommendations with regards beverage menu
• Mix drinks and present beverage in line with guest order and outlet standards
• Clear glasses after guests have completed their drinks
• Provide billing to guests and administer cashiering transactions
• Conduct cash-ups at the end of service
• Complete beverage stock sheets each shift
• 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
• 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

go to method of application »

Job Purpose

• 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 business unit 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.

Key Performance Areas

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; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
• Oversee the management of the crèche facility, ensuring the operation 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 complex
• Facilitate and be available to ensure the overall smooth running of large 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 Group standards
• Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
• Maintains records on licensing 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 / promotions (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, 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 aneffective 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 Complexity

Know How

• Requires specialized knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers
• Short term planning involves conducting the planning of activities to meet and optimize new business targets and growth in customer spending by working with others in the customer value chain.
• Organize, plan and priorities tasks for self and team to ensure that work gets done profitably and efficiently.
• Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements.
• Interact with customers and operational teams - influencing, motivating and encouraging specific behavior

Problem- Solving

• Apply business acumen and sound common sense to the overall management of operations and teams within defined standards.
• Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges.
• Consider all the facts, options and possible outcomes prior to making decisions.
• Analyse and diagnose product performance issues in order to maximize or leverage the strengths of the team in a competitive environment.
• Deal with diverse problems in own area, using judgment and discretion to resolve them.

Accountability

• Provide information and make recommendations regarding products and services that will meet customer needs.
• Suggest initiatives to increase penetration of customer base.
• Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations.
• Solutions should be profitable and ensure the correct customer behavior in terms of product usage.
• Optimize and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering.
• There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability.

Requirements
Education

• 3-Year Hotel School Diploma or equivalent

Experience

• Minimum of 5 years’ experience with 3 years management experience in the hospitality / retail industry
• Previous experience in duty management is an advantage

Skills and Knowledge

• 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
• 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 & Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment