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Job Purpose

• Main Purpose of the Job The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relationships with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations.

Key Performance Areas

Duties and responsibilities include:

VIP Customer Relationship Management  

• Act as a host in gaming areas whilst the customer is engaged in play
• Check product and service standards in Prive operating areas and ensure all necessary checks are performed 
• Co-ordinate transport for VIP customers as and when required
• Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build relationships and secure business, as per SOP 
• Handle any complaints, disputes and suggestions and escalate when required
• Co-ordinate and arrange for customer excursions, activities and requirements during their stay
• Check hotel rooms and include room drops and welcome packs for designated VIP customers, in line with preferences 
• Attend to incoming  customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay 
• Actively manage customer profiles in CRM
• Leverage off direct marketing offers and promotional events in order to encourage an increase in visitation by VIP customers to the property
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice 
• Be aware and identify market offerings on and off site to assist in entertaining customers
• Host and entertain VIP gaming customers as required 
• Maintain the confidentiality of customer’s information in all gaming and CRM systems
• Recognise customers on special occasions including birthday and other important dates

Delivered Customer Acquisition New & Reactivation Plans

• Work within current business strategies and recognize potential opportunities for new business and customer acquisition
• Attend gaming events with acquisition customers to raise awareness around the property’s brand and VIP program, as required
• Acquire leads received via the Gaming system and respond to these leads 
• Leverage existing relationships with the potential to acquire and move clients to SI properties
• Manage VIP customers using CRM in line with targets

Delivered Customer Retention & Growth Plans

• Facilitate the organisation of VIP events with relevant departments and attend VIP gaming events to build and grow relationships with key VIP customers
• Develop relationships with clients to retain and grow customer loyalty within the VIP operation through, by selling products, services and experiences relevant to the customer
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
• Manage 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

VIP Administration & Reporting

• Accurately update clients’ CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
• Complete all relevant data in a common departmental drive in relation to new and “hot” players
• Log records of key customer activities (including invites, birthdays, activations, complaints) and communications into the CRM system 
• Record ROI’s and complete “Event input template” for all functions and VIP initiatives 
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues

Stakeholder Relationship Management

• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Update hotel operations timeously of any changes to billing requirements
• Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Attends gaming and VIP meetings and provide relevant feedback and information to management and the department

Requirements

Education

• Grade 12
• 3-Year Tertiary qualification in marketing is an advantage
• Minimum of 5 years’ experience in a guest relations within the gaming and hospitality environment
• Previous supervisory and management experience is an advantage
• Meet all requirements for a key gaming licence
• Required to work irregular hours in line with operational requirements
• Linguistic skills in Mandarin / Cantonese an advantage

Experience

Skills and Knowledge

Core behavioural competencies

• Deciding
• Planning
• Building & Developing relationships
• Problem-solving
• Influencing
• Encouraging co-operation
• Selling
• Dealing with customers
• Conflict handling skills
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality
• Technical/Proficiency competencies
• Advanced Written and Verbal English communication skills
• CRM systems
• Proficient computer skills – MS Office
• Negotiating skills
• Networking skills
• Telephone skills
• Manipulation of system data
• Knowledge of Sun International policies and standards
• Knowledge of gaming industry
• Legislation – including POPI, FICA requirements

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Main Purpose of the job:

• 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.

Requirements
Duties and responsibilities include:

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and always ensuring respect.
• 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.
• Clear slot machines on days that count will be performed.
• Conduct a count for the day.
• Capture of data into the system
• Report on any suspicious 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 purpose.

Minimum requirements (Education and Experience)

• Matric
• National Certificate in Gaming Operation.
• Computer literate
• Numerical Skills
• Interactive communication skills (Banking experience would be advantageous)
• Previous experience in a customer facing / cashiering role
• Reliability and dependability on attendance
• Tolerance for stress
• Attention to detail.
• Ability to work in a structured and controlled environment.

Skills and competencies

• Good communication skills in English
• Ability to work shifts that meet operational requirements.
• Planning and co-ordination
• Handling information / follow instructions.
• Problem solving
• Checking / attention to detail
• Writing formal correspondence
• Take initiative
• Relationship building
• Customer service orientation

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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.            

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Main Purpose of the Job

• The Contact Centre Agent is responsible for being the initial telephonic point of contact for the business unit property; answering and transferring inbound calls received by the business unit to relevant departments, by providing exceptional, professional customer service in line with Company standards and the Sun Way Culture.

Work conditions and special requirements

• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Knowledge of an additional language (relevant to market) is an advantage

Core & Personal behavioral competencies

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Player
• Presentable, courteous individual
• Positive, friendly, helpful and energetic disposition

Technical / proficiency competencies

• Sun International and Business Unit Product Knowledge (facilities and activities)
• Knowledge of operating equipment
• Proficient Verbal and Written English Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)

Key Performance Areas

• Identify issues with regards the floor appearance / functioning of equipment and systems
• Check overall cleanliness of work areas
• Update online internal directory
• Be familiar with the business unit properties, hotels and resort facilities, promotions and activities available at any given point
• Be aware and understand Evacuation and Emergency procedures and drills to assist guests in times of an emergency
• Answer inbound calls received by the business unit in professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Direct clients to the correct destination (department / person) through correct screening / questioning techniques
• Provides accurate information (including promotion information, functions, facilities, etc.) to guests.
• Take down and pass on messages via email to relevant staff members, if required
• Deal with queries and special requests from guests, escalating or transferring any issues where necessary
• Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a courteous manner to protect the brand of the company.
• Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
• Know the surrounding areas when asked for directions.
• Answer calls with the helpful and caring attitude at all times
• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary. 

Requirements
Education, experience and competencies required

• Grade 12/ Matric or equivalent
• 2 years’ experience in a customer service environment. Experience using a switchboard will be an advantage.

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Description
Main Purpose of the Job

• Responsible to provide exceptional, personalised luggage and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Key Performance Areas

Prepared Environment

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities 

Delivered Laggage Services

• Collect guest luggage and equipment on arrival and take through to front desk
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Collect, tag and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

• Be present at the porte cochere and maintain proper decorum at all times.
• 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 solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and porte cochere

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.

Requirements

Education, experience, and competencies required.

• Grade 12
• Minimum of 2 years relevant experience in a customer facing position
• Dealing with Customers
• Problem Solving
• Verbally informing
• Collecting information
• Team Co-operations
• Hotel Product Knowledge (Facilities and activities)
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera

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Description

• The Head of IT is responsible for the leadership and delivery of SunBet's software strategy and the management of IT, software engineering and development team and functions. This role will drive the support, development, maintenance, and evolution of SunBet's gaming, betting, and customer engagement platforms and ecosystem (from wallets to databases), ensuring high-performance, scalable, and secure systems that meet both business and regulatory requirements.
• As a key technical leader, this role is accountable for software architecture, system integration, infrastructure design, and engineering execution. The Head of IT will work cross-functionally across teams, ensuring alignment between business objectives and technology execution, while leading a team of skilled engineers and developers.

Requirements

Qualifications

• BSc / BEng / BTech in Computer Science, Software Engineering, or a related field.

Experience

• 15-18 years experience in system development and management including at least 5 years experience in online gaming (or like high transaction industry)
• Sound knowledge and understanding of gaming or high volume transactional systems, business operations and processes 
• Experience in managing professional teams.

Skills & Knowledge

• Analytical Thinking & Problem-Solving
• Strategic thinking & conceptualisation
• Innovation & Continuous Improvement
• Resilience & Crisis Management
• Collaboration & Cross-Team Communication
• Integration (Connecting, Consulting, Managing Conflict)
• Stakeholder Engagement
• Influencing
• Peopleleadership
• Expert level software engineering and development in:
• Java
• C#
• Phython
• Node.js
• SQL / Posgress / SQL Server
• Technical writing
• Software design and architecture
• Proficiency with infrastructure architecture and design
• Familiarity with Web, Mobile and App technologies
• Familiarity with UX/UI
• Agile project management skills
• Understanding of large volume real time environments and IT requirements
• Proficiency with Database design and big data
• Strong understanding of data governance, privacy and system security

Key Performance Areas

Software Engineering & Development Leadership

• Oversee end-to-end software development processes and roadmap, ensuring high-quality, maintainable, and scalable software solutions.
• Define software development best practices, coding standards, and engineering methodologies, ensuring adherence to industry standards.
• Drive architectural decisions that optimise performance, availability, and security of SunBet’s platforms.
• Ensure real-time, high-volume transactional platforms operate at peak efficiency, with minimal latency and downtime.
• Lead the adoption of microservices, containerisation, and cloud-based architectures.
• Guide and enforce clean coding principles, effective version control, and CI/CD pipelines.

Infrastructure & System Architecture

• Oversee software and infrastructure architecture, ensuring resilient, redundant, and scalable technical environments.
• Drive cloud architecture strategy, with a focus on AWS/Azure/GCP for optimal performance and security.
• Ensure high availability (HA) and disaster recovery (DR) strategies are in place for all critical systems.
• Implement observability and monitoring solutions (APM, logging, alerting) to proactively identify and mitigate risks.

Database & Big Data Management

• Oversee database design and administration across SQL, PostgreSQL, and SQL Server.
• Implement data architecture strategies that support real-time analytics and reporting.
• Ensure data integrity, performance tuning, and query optimisation for high-volume systems.
• Lead initiatives in collaboration with Analytics teams on big data solutions, data lakes, and warehouse strategies for enhanced business intelligence.

Cybersecurity & Data Governance

• Ensure platform security, encryption, and compliance with POPIA,
• Implement best practices in identity and access management (IAM), role-based access control (RBAC), and threat monitoring.
• Ensure Security and Compliance to mitigate cyber risks, penetration testing, and vulnerability management and collaborate with group stake holders
• Maintain regulatory audit compliance with provincial Gaming Boards.

Agile & DevOps Implementation

• Champion Agile, Scrum, and DevOps practices, ensuring rapid software delivery and continuous integration.
• Lead CI/CD pipeline development, with automated testing and release strategies.
• Ensure DevSecOps principles are integrated across the development lifecycle.
• Oversee cloud infrastructure automation using Terraform, Kubernetes, and Docker.

Cross-Departmental Collaboration & Business Integration

• Align software development initiatives with business strategy, ensuring technology drives business objectives.
• Partner with Product, UX/UI, and Marketing teams to enhance customer experience and improve platform engagement.
• Work closely with operations teams to optimise backend performance, uptime, and reliability.
• Collaborate with external vendors and third-party integrations, ensuring seamless API connectivity and service performance.

People & Team Management

• Lead, mentor, and develop a high-performing IT team, fostering a culture of innovation and excellence.
• Drive talent development, training, and upskilling in modern software engineering methodologies.
• Establish and review clear KPIs, performance metrics, and team goals.
• Ensure team alignment with business objectives, fostering a collaborative working environment.

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Description
Job Purpose

• We’re looking for a dynamic and driven individual to join our team in this learnership. This is an exciting opportunity to contribute to a growing and innovative environment, where your skills and ideas will be valued
• Sun International: Head Office is offering a learnership opportunity to vibrant candidates with strong interpersonal skills, ethics and drive.

Requirements
Education

• Grade 12

Job Requirements

• Ability to communicate in written and spoken English
• Valid South African ID
• Must be willing to work shifts
• Able to stand for long hours

Outcomes

• Demonstrate an understanding of Computer Technology Principles.
• Demonstrate an understanding of problem-solving techniques, and how to apply them in a technical environment.
• Communicate effectively with fellow IT staff & users of information systems.
• Demonstrate an understanding of problem-solving techniques, and how to apply them in a technical environment

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Description

• Sibaya Casino and Entertainment Kingdom is offering an 18-months internship opportunity for a student who has completed their N6 Human Resources Management. This is an opportunity to gain the best practical experience in HR field.  

Requirements
Applicants should meet the following minimum requirements:

• Must have completed N6 Human Resources Management
• Computer Literate (MS Office) 
• Previous experience in administrative work
• Internship should be a requirement by institution to complete qualification.
• Valid South African ID.

Skills and competencies

• Strong interpersonal skills 
• Ability to build relationships. 
• Engages professionally. 
• Ability to communicate at all levels in the business. 
• Planning and organizing skills. 
• Ability to multitask. 
• Attention to detail.
• Exceptional communication skills 
• Adapt and respond positively to change.
• Handle confidential information.
• Ability to work shifts that meet operational requirements. 

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Job Purpose

• To greet and welcome arriving guests to the restaurant and monitoring of dining sections to ensure all guests receive an exceptional experience within the restaurant operations

 Key Performance Areas

Prepared Work Area

• Prepare mise-en-place, place settings and any other required checks and preparations for service
• Identify issues with regards the restaurant floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house restaurant operations
• Assist with answering the telephone in the restaurant and taking restaurant reservations for the day
• 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
• Resolve or report on any anomalies to the required standards

Hosting

• Welcome and check guest bookings
• Seat guests at their respective tables
• Monitor the dining sections of the restaurant for empty and cleaned tables, estimating wait times for guests (if relevant),
• Monitor the guest waiting list, and ensure that the needs of the guests are met while they are waiting.
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Explain menu items
• Make recommendations with regards beverages and menu items
• Interact with kitchen staff respectfully around any special requests
• Be attentive to guest needs within the outlet
• Clear tables after guests have completed their meal
• Provide billing to guests (where relevant)
• Leverage opportunities to upsell on promotional items

Cashiering Services

• Handle all billing transactions for food and beverage services executed in the outlets
• Reconcile payments to orders in the system
• Place guest feedback questionnaires in folders with billing
• Arrange all house accounts prior to service
• Reconcile float at the end of the day
• Substantiate and report on any float variances
• Secure and transport float as required
• Guest information and copies of transactional documentation is accurately recorded
• Supporting documents have been generated for auditing purposes (where 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
Education

• Grade 12 preferred or Grade 10 (with minimum of 2 years relevant experience as a waiter / host)

Experience

• 2 years experience in a customer service environment

Skills and Knowledge

Technical competencies

• English verbal communication skills
• Numerical skills (calculations)
• Cash / credit transaction knowledge
• Cashiering equipment usage and maintenance
• Cashiering administration
• Food & Beverage Product Knowledge
• Menu knowledge
• Basic computer skills
• Food & Beverage Service skills
• Operating equipment use & care
• Upselling skills
• Grade 12

Core behavioural competencies

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Following Instructions
• Attention to detail
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience
• Honesty in the handling of cash
• Presentable

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Job purpose

• The SVC Membership CRM Administrator will be responsible to administer, maintain and update information and data related to the SVC membership lifecycle and processes including the facilitation of accommodation bookings, administering the exchange programme with RCI, TRC and Sun Hotels, and providing of general administrative support to the Membership CRM and contact centre teams with the aim of improving member engagement, customer loyalty and retention in line with the Sun Vacation Club brand and Membership Value Proposition.

Key Performance Areas

• Administer membership bookings for club members including opening of rate codes
• Communicate SVC booking changes to operations and reservation teams efficiently and timeously
• Administer and update all peak week bookings into TSW according to calendar dates and club rules
• Complete reporting relating to bookings such as Peak Occupancy Reports, monitoring any escalations by members
• Provide support to the Membership CRM Manager, internal and external stakeholders on membership queries (including reservations, exchanges and general complaints), as well as administration and case management
• Administer the Member Exchange Program, assisting members with making exchanges via RCI, TRC and across Sun hotel operations
• Process space banking requests on TSW, ensuring all future date bankings are validated with credit control before the authorization of banking and points are released
• Validate member exchange requests with RCI and TRC prior to points being released to the member’s profile
• Administer bulk stock and waitlist allocations to ensure the waitlist is minimized, occupancy rates are maximized and that SVC point liability with RCI is continuously monitored and reduced
• Maintain and update data integrity relating to membership bookings
• Provide administrative support and respond to queries received by the management team (including responding to e-mails, mail and telephone enquiries), escalating or redirecting any issues identified
• Update electronic repositories and shared folders with templates and support documentation around the SVC membership processes on the intranet, ensuring content remains relevant
• Identify, classify, maintain and protect all confidential files, documentation and sensitive information consistent with record handling in line with legislative regulations for auditing purposes
• Assist with the distribution and updating of membership cards
• Troubleshoot and resolve first line queries and issues with stakeholders, escalating where required
• Allocate and reconcile supplier invoices correctly and resolve all queries
• Submit departmental expense claims to the Finance department as per company policy and procedures.
• Complete reports / minutes/ presentations / departmental documents and distribute to relevant parties
• Coordinate the setup of logistics for CRM events and activations 

Requirements
Education

• Grade 12
• Diploma or bachelor’s degree in business or marketing is an advantage

Experience

• 3-4 years in an administrative function.
• Previous experience in and knowledge of Timeshare Industry is an advantage
• Confidentiality is a critical part of this role

Skills and Knowledge

• Assuring quality
• Collecting information (sourcing; checking and / or documenting)
• Maintaining Focus
• Acting with energy and enthusiasm
• Relating
• Managing customer and stakeholders
• Collaborating
• Organizing
• Co-ordinating
• Clerical Administrative functions
• Conformance to Internal Standards and SVC procedures
• Project Co-ordination
• Computer Literacy (MS Office / EGS)
• IFS (Purchase requisitions)
• Written and verbal communication skills
• Ability to work with and maintain confidential information
• Timeshare knowledge