The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well located casinos, and some of the world’s premier resorts. Our...
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Description
Job Purpose
- The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering
Key Performance Areas
Prepared Work Station
- Identify issues with regards the floor appearance/ functioning of equipment and systems
- Check overall cleanliness of the front of house areas
- Check and restock information brochures
- Review the arrival and VIP lists daily and understands special requirements
- Assist in preparing and distributing welcome / VIP amenities.
- Be familiar with the hotel and resort facilities, promotions and activities
Delivered Reception Services
- Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
- Interact with guests and complete procedures on guest’s check-in and check-out of
- the hotel; including cutting of keys; preparing bills and taking payments, etc.
- Take and pass on messages to guests
- Deal with special requests from guests (like booking theatre tickets or storing valuable items)
- Inform guests of the services and accommodation rates in the hotel
- Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
- Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
- Attend to all routes of room bookings, such as online, phone, email and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running
- Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
- Administer own float and conduct cash-ups at the end of the shift.
- Be present at the reception desk and maintain proper decorum at all times.
- Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.
Customer Engagement
- Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
- Interact with guests and provide professional service standards and relevant solutions
- Identifies customers and understand their preferences
- Educate customers on business unit facilities, products and current promotions
- Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Requirements
Education
Experience
- 2 years experience in a customer service environment, preferably in a hotel environment
Work conditions and special requirements
- Ability to work shifts that meet operational requirements
- Physically able to move around, and stand for extended periods of time
- Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
- Knowledge of an additional language (relevant to market) is an advantage
Technical competencies
- Hotel Product Knowledge (facilities and activities)
- Front desk procedures
- Forex and cashiering knowledge
- Communication skills - Good command of the English Language (Understand, Speak, Read and Write)
- Telephone skills
- Listening skills
- Proficient computer skills (MS Office, Opera)
- Upselling skills
Core behavioural competencies
- Dealing with Customers (including managing conflict)
- Problem solving
- Developing relationships
- Checking
- Collecting information
- Verbally informing
- Team Player
- Presentable, courteous individual
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Job Purpose
- 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 relations 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
- Conduct a competitor analysis to identify gaps and opportunities for new and reactivation customer acquisition initiatives
- 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
- Plan, co-ordinate 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, including a year's experience in a supervisory or management role.
- 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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Job Purpose
- The Departmental Coordinator: Product supports the effective functioning of the department by managing administrative, operational and cross-functional coordination, serving as the central point of contact for internal communication, ensuring the smooth execution of product initiatives and maintaining departmental organisation and documentation.
- Responsibilities include coordinating departmental meetings and calendars, supporting the tracking and reporting of product timelines and deliverables, maintaining accurate documentation, assisting with internal communications, facilitating alignment between teams, onboarding new team members, managing departmental tools and resources and ensuring that operational processes run smoothly, contributing to the overall productivity and success of the product function.
Job Scope
- Act as the primary point of contact for internal queries to the department
- Manage and maintain departmental calendars, schedule internal and external meetings
- Organise team off-sites, workshops, and training sessions
- Handle travel arrangements and logistics for departmental staff
- Process purchase orders, invoices, and expense reports
- Draft and distribute internal communications, announcements and summaries
- Assist with document preparation such as meeting agendas, minutes and reports
- Monitor progress of departmental projects and provide status updates to managers
- Assist in the coordination of product launches, ensuring that all necessary parties are aligned, and timelines are adhered to
- Track post-launch feedback, including user reviews, analytics, and customer support queries to help identify areas for future product improvement
- Support the roll-out of product updates, ensuring that teams are prepared for new features or changes
- Help ensure deliverables are tracked and aligned with timelines
- Follow up on action items with various teams and individuals
- Organise and maintain department files, documentation and shared drives
- Ensure proper version control and access management for key files
- Update internal systems or databases with departmental metrics or updates
- Schedule and prepare logistics for team meetings, cross-functional reviews, or stakeholder presentations
- Compile meeting notes and distribute action items and follow-up tasks
- Compile data for internal reporting and dashboards (e.g., departmental KPIs, budgets, progress reports)
- Assist with preparing presentation materials for leadership or cross-departmental meetings
- Track departmental budgets, expenditures, and vendor contracts
- Support ordering of tools, stationary, subscriptions, and equipment required by the team
- Assist with onboarding new team members (IT setup, documentation, access)
- Identify opportunities to streamline administrative processes within the department
- Recommend or implement tools or templates to improve coordination and communication
- Ensure adherence to internal protocols and procedures
Requirements
Qualifications
- Diploma in Secretarial studies/Project Management/Business Administration
Experience
- 3-5 years’ in an administrative, coordination or project support role
- Experience working within a product, technology or operations team preferred
- Exposure to the online gaming, betting, or digital entertainment industry is an advantage
- Demonstrated experience supporting cross-functional teams and managing multiple stakeholders in a fast-paced environment
Skills
- Organising and Coordinating Resources
- Collecting Information (Sourcing, checking, documenting)
- Following Procedures
- Problem-Solving
- Assuring Quality
- Initiating Action
- Managing customer and stakeholder relationships
- Responding with urgency
- Communication skills – written and verbal
- IFS (Purchase requisitions)
- Professionalism and Image
- Clerical Administrative functions
- Project Coordination
- MS Office proficiency
- Data management
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Description
Job Purpose
- To provide administrative and general support to the department to ensure the seamless implementation and consistent delivery of services provided by the department to all clients and stakeholders.
Key Performance Areas
Office Administrative Support
- Provide administrative support to the maintenance office (including e-mails, mail and telephone)
- Allocate and reconcile supplier invoices correctly and resolve all queries
- Submit expense claims to the Finance department as per company policy and procedures.
- Monitor staff leave as per department norms and company policy
- Capturing of staff rostering into the system and distribution and communication of rostering schedules
- Order stationery, paper and other consumables (as per company procedures), ensuring availability on demand.
- Develop a filing system (including records and reports) that enables others in the department to be able to access required documents
- Store confidential documents for safe keeping
- Troubleshoot and resolve first line queries with assigned clients, vendors, etc.
- Coordinate the flow of paper and electronic documents to the appropriate parties
- Complete reports / minutes/ presentations / departmental documents and distribute to relevant parties
- Follow through on outstanding issues and action lists from minutes
- Liaise with travel service providers to co-ordinate travel, car and accommodation arrangements
Meeting Co-ordination
- Send out meeting invitations in advance (within reasonable time period to accommodate delegates).
- Complete and distribute agenda and minutes timeously
- Book meeting venues according to meeting requirements – number of people, equipment, times, access to floor, accessibility, refreshments, and time frames.
- Co-ordinate required equipment and ensure all in working order e.g. Air Conditioning, Laptop, Proxima etc.
- Arrange catering in line with RSVP’s and dietary requirements of the attendees
Requirements
Education
- Grade 12
- Secretarial Diploma is an advantage
Experience
- A minimum of 2 years administrative / secretarial functions
Work conditions and special requirements
- Ability to work shifts that meet operational requirements
Skills and Knowledge
- Planning and co-ordination
- Handling information / following instructions
- Clerical Administrative functions
- Problem-Solving
- Checking / attention to detail
- Writing formal correspondence
- Take initiative
- Customer service orientation
- Relationship building
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Job Purpose
- Responsible to supervise the day to day delivery of culinary products and team in a section of the kitchen with the objective of preparing, producing and presenting exceptional food products in line with Sun International’s operational excellence standards, procedural compliance and customer experience expectations.
Key Performance Areas
Kitchen Shift Supervision
- Supervise the preparations of mise-en-place and preparations for service
- Is present in the kitchen during service to supervise and support the chefs in the creation and presentation of quality culinary dishes food against guest orders and / or function requirements
- Identify any anomalies or issues with regards the appearance/ functioning of equipment and systems within the specific kitchen section
- Completes opening and closing checklists and registers
- Support and assist team of chefs in the section with troubleshooting and to provide professional standards and solutions
- Supervise kitchen practices in line with standard operating procedures
- Supervise the storage of operating equipment
- Supervise health, safety, hygiene and environmental elements in the outlets
- Follows up on any fault logging with the Technical departments and housekeeping until resolution
- Conduct stock control procedures and report on variances
- Identify coaching needs and facilitate on-the-job training as required
Food Preparation
- Prepare mise-en-place, conduct checks and preparations for service in line with SOP
- Identify issues with regards own work station appearance and functioning of equipment and systems
- Check cleanliness of own section or station
- Supervise the daily operation and preparation of food / menu items according to recipe guidelines and preparation techniques – including preparation of vegetables, sauces, salads, cold starters; and hot dishes
- Control food stock and food cost in own section
- Check food stocks - reporting on shortages, throwing out food that is close to expiry and keep the fridge areas in good order.
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
- Manage employee relations within the department
- Staff communication and motivation
- Performance contracting, reviews and development
- Assist in providing resources and removing obstacles to performance
- Onboarding of new staff members
Operations Control
- Safe use and storage of operating equipment, operating expenses (gas, chemicals)
- Storage and use of operating supplies (CONSUMMABLES, PACKAGING, CHEMICALS)
- Conduct food and equipment daily stock counts
- Report on variances / discrepancies and take necessary action to correct
- Monitor food costs (purchases related to revenue)
Culinary Standards Supervision
- Understand and conduct all tasks in line with culinary standard operating procedures
- Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
- Use, store and clean operating equipment in line with specifications and safety regulations
- Participate in stock takes
- Conduct daily stock counts of bar smalls
- Resolve or report on any anomalies to the required standards
- Report on any breakages at the end of the shift
- Hollow ware, kitchen OE and cutlery, vacuum sealers, gas burners, operating expenses, packaging
Delivered Customer Experience
- Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
- Monitor standards and staff at the buffet: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
- Up skill staff to ensure that they are fully fluent in details of menu items, current promotions, business unit and product knowledge
- Handle and resolve any guest special requests, queries or complaints
- Take guest orders accurately at the buffet
- Prepare food items for the guest and present in line with standards
Requirements
Education
- Grade 12
- 2-Year Culinary Diploma or equivalent national qualification in culinary skills at Diploma level
- Membership with South African Chef’s Association and other relevant culinary accreditation
Experience
- 3 years culinary experience as a Commis chef in a similarly graded hotel / restaurant kitchen environment
Work conditions and special requirements
- Ability to work shifts that meet operational requirements
- Physically able to move operating equipment
- Have an open attitude to perform similar functions in alternative outlets due to operational requirements
Skills and Knowledge
Core behavioral competencies:
- Handle materials, dangerous and heavy items
- Team Co-operation
- Dealing with customers - coping with rudeness, preparation of food
- Judgement through the senses viz aroma, taste, colour, texture
- Using culinary and kitchen equipment
- Problem solving
- Supervising - people at work; maintaining a presence,ensuring compliance with regulations; providing instructions
- Numeracy and calculations
Technical / proficiency competencies:
- OE usage and storage
- Culinary Product Knowledge
- Cooking Methodology
- Legislation – food safety standards & regulations
- Environmental and sustainability standards
- Knife skills
- Waste management
- Stock control
- Proficient Computer Skills
- Micros / Opera is preferred
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Job Purpose
- Responsible for providing technical support to users including performing desktop software and hardware installation; troubleshooting problem areas (in person, or remotely) and providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work.
Key Performance Areas
- Stabilised Data Centre Environment
- Detect and respond to technical problems
- Identify opportunities for continuous improvements and respond to feedback from service statistics / information (CSIP)
- Maintain the business unit computer services and equipment ensuring the configuration of the environment is in line with best practice
- Make recommendations on computer products or equipment to improve company productivity
- Store a spare parts inventory of systems, subsystems and component parts used in repair work
User Engagement
- Respond to incidents logged by end-users that cannot be resolved telephonically
- Provide desktop support by using diagnostics to facilitate prompt resolution where possible
- Provide feedback to the service desk on resolution of incidents
- Coach end-users in the use of certain software
Desktop Installations
- Make preparations for the installation of software
- Install or update required hardware and software
- Update SOPS and communicate with regard to resources
- Update repository of standards
Vendor Engagement
- Liaise with vendors with regards parts, repairs, services
- Schedule logistics if required
- Escalate issues identified if relevant
- Attend Vendor management meetings if required
- Complete orders for approval with regards work complete
Requirements
Education
- 2-Year Diploma in IT or equivalent NQF Level 6 in IT
- Desired Qualification (to be obtained in the position)
- MCSE, ITIL Foundation Certification is an advantage
Experience
- Minimum of 2 year relevant IT industry experience
- Able to work shifts and weekends
- May be required to work overtime in line with operational requirements
Skills and Knowledge
- Technical acumen
- Risk Management skills
- Listening skills
- Telephone skills
- Understanding of Technology Operations
- Infrastructure Knowledge
- Client Computing
- Hospitality Product and Service Knowledge
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Job Purpose
- Responsible for performing multiple first line repairs and maintenance tasks throughout the day, which could include, but is not limited to: carpentry work; electrical; plumbing; painting; HVAC; flooring; and general facility repairs.
Key Performance Areas
General, Equipment, Infrastructure and System Maintenance
- Check in with services office for scheduled jobs after the completion of each job and at the end of each work day.
- Responsible for time management of jobs scheduled each day.
- Prepare necessary tools and PPE for the day ahead.
- Respond to requests relating to various equipment and systems installations, repairs and upgrades in line with scheduled repairs and preventative maintenance plans.
- Conduct investigations and diagnose system or equipment faults.
- Troubleshoot and complete routine and light repairs in line with identified faults.
- Inspect and audit supplies, machinery and systems and address any risk areas
- Assist tradespeople with electrical, plumbing or HVAC repairs
- Complete minor electrical repairs and maintenance: light bulbs, wiring, circuit breakers, fuses
- Perform general carpentry construction and installation repairs: woodwork, sanding, painting, build cabinets, etc.
- Perform general plumbing activities: Toilets, faucets, fix leaks, etc.
- Conduct facility and infrastructure repairs: doors, doorknobs, locks, broken tiles, polish floors, staining, pressure washing, roofing and windows
- Conduct check-ups on systems and perform any preventative maintenance, escalating the need for any major repairs
- Adjust system settings and conduct performance tests using specialized tools.
- Keep management up to date and feedback on status and challenges with regards repairs and installations.
- Store and secure parts and tools needed in line with regulations and SOPs
Maintenance Compliance
- Inspect and test different systems to ensure compliance with safety regulations
- Store maintenance assets; technical stock and parts in line with regulations
- Maintain Personal Protective Equipment in line with specifications and regulations
- Keep up to date with latest safety, health and environmental regulations and update skills in line with updated equipment and systems; as well as regulations around HVAC requirements
- Keep up to date with policies and procedures for installing, maintaining and repairing HVAC equipment or machinery; as well as revised testing or installation procedures, and align practices.
Requirements
Education
Experience
- Minimum of 1 year experience in a general maintenance repairs
Work Conditions and Special Requirements
- Ability to work shifts that meet operational requirements
- Physical ability to lift and control relevant machinery, and equipment and mobility to move around as per job requirements
- Manual dexterity, overall coordination and good balance are required
- Ability to stand, walk, and move rapidly for an eight (8) hour work shift
- Ability to bend, stoop, twist and turn, climb stairs and on trucks
- Ability to perform repetitious arm and wrist movements
Skills and Knowledge
Core and Personal Behavioural competencies:
- Initiative
- Attention to detail and quality
- Building Positive Working Relationships
- Customer Centricity & Stakeholder focus
- Drive for Results
Technical / Proficiency competencies:
- Working experience of SHE legislation and standards
- Use and storage of tools and maintenance equipment
- First-line troubleshooting in areas of: Carpentry work; Electrical; Plumbing; Painting; HVAC; Flooring; General facility repairs
Method of Application
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