Vacant Jobs at Sun International

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 licencing 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 F&B, 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 an effective 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. 

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 

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Job Purpose

• The Marketing Operations Manager will be responsible for providing leadership and management of the marketing team and function for the business unit, including the planning and delivery of various gaming marketing initiatives.
• The role will collaborate with central marketing and operations management in customising and co-ordinating the unit’s Customer Experience plans (including promotions, activations and Loyalty Programme); ensuring database integrity; and implementing digital marketing campaigns to support the business in maximising footfall to the property.
• In so doing the role will support the customer acquisition, growth, reactivation and retention plans and build the unit’s brand as the hospitality brand of choice.
• The role will also focus on building a solid marketing talent pipeline to support innovative and sustainable marketing solutions. 

Key Performance Areas

Core Behavioural competencies:

• Analysing
• Creating solutions (Deciding; Innovating)
• Taking action (Initiating; Organising; Taking ownership)
• Implementing skills (Managing projects, driving results, creating customer experiences)
• Controlling (risks, results and relationships)
• Relating (connecting, valuing diversity, interacting)
• Integrating (Collaborating; Managing conflict)
• Influencing ( Persuading; Informing; Coaching)
• Leading People
• Maintaining focus  
• Emotional maturity

Technical / Proficiency competencies:

• Industry knowledge
• Marketing research  
• English Verbal & Written Communication skills
• Financial & Business Acumen
• Digital acumen including Social Media platforms.
• Networking skills
• Cultural understanding & protocol
• Business Intelligence interpretation
• Proficient Computer Skills (MS Office / Opera / Single View of the Customer)
• Delivered Marketing Plans & Results
• Understand the business strategy and develop objectives and delivery plans for the business unit marketing function to enable increased footfall to the property
• Provide input into new and innovative marketing plans and leverage relationships to promote revenues and competitive edge and support the operationalisation of the gaming strategy
• Collaborate with the central marketing teams to grow the unit’s Gaming brand across various online platforms and social media channels to increase customer recognition and grow interest and excitement around the brand as the casino brand of choice
• Conduct market research collection, analysis, and interpretation of data and business intelligence tools to provide a clear view of customer preferences
• Influence and co-ordinate promotions and activations (including events, entertainment) by determining and evaluating customer trends and preferences; and adapt plans to meet changing business priorities
• Collaborate with operations to develop retention and acquisition plans to identify opportunities for new acquisition, site visitations and revenue spend
• Investigate and compile a client synopsis which provides specific value add information that informs decision making
• Conduct meet-and-greets and entertain whenever required
• Monitor and audit the unit’s customer relationship database to ensure the data is complete and accurate and provides consistent and reliable insights into the unit’s customers, their preferences and feedback 
• Develop and measure marketing campaigns (including digital) to support the achievement of Gaming business objectives, based on BI insights and data analyses 
• Support VIP and key customer relationships to grow customer visitation, acquisition and retention targets
• Measure and report on the ROI impact of various marketing initiatives and activations, including digital marketing campaigns

Campaign Management

• Define and adapt the business unit CVP as required
• Collaborate with central Marketing teams to create a strong and consistent brand identity for and online reputation management the business unit
• Develop and co-ordinate multi-channel acquisition campaigns both online and offline in line with available budget
• Co-ordinate and manage logistics and execution of promotions and activation events ** Develop and complete the planning of promotions/campaigns and entertainment events that are relevant to the target market and innovative (fresh) in approach
• Collaborate with the central marketing team to develop initiatives and online content to promote the unit including SEO; Paid media; Social media
• Provide innovative solutions and campaign objectives for the delivery of strategic objectives at a unit level
• Monitors implementation to ensure that the campaigns and objectives are rolled out as per plan  
• Attend events to leverage opportunities to acquire new business and build solid relationships with key customers
• Authorise proofs on all content and manage the distribution of brochures and marketing collateral and toolkits across the unit  
• Collect feedback from internal stakeholders regarding campaign success and post-mortem evaluations

Delivered Loyalty Management

• Liaise with central Marketing to develop retention and acquisition campaigns
• Manage and monitor the implementation of the Loyalty Programme for the unit
• Manage the customer database hygiene to ensure thorough and accurate data is available for analysis 
• Conduct analyses of customer data around their behaviour to enable customer-based solutions in growing footfall and spend and ultimately revenue for the unit 
• Communicates campaign and loyalty programme plans and activations with key stakeholders
• Monitors implementation to ensure that the campaign is rolled out as per plan
• Utilises and optimises relevant systems and its tools
• Analyse and report on the effectiveness of campaigns

Stakeholder Relationship Management

• Communicates with internal stakeholders on marketing plans, ensuring their full understanding for implementation
• Communicates and negotiates with external vendors, agents, entertainers, etc - builds and maintains strong relationships to ensure credibility and trust to leverage future business
• Liaise with central sales and marketing departments to ensure synergy on objectives and campaigns
• Briefs and manages vendor contract deliverables
• Communicates and updates business unit team with regards promotions, events, entertainment happening across the complex so everyone is sufficiently informed of happenings

Budget Management

Responsible for the following financial processes for the Unit Marketing function including:

• Developing and managing the departmental budget
• Revenue maximization activities and results (ROI)
• Cost and expense management
• Capex
• PIP and forecasting
• Provide feedback on the financial report for the function
• Feedback on the ROI of campaigns and marketing initiatives and recommendations

People Management

• Manage positive Employee relations within the department
• Drives a performance management culture
• Provides direction and support to employees with regard to marketing initiatives, campaigns and innovations ** Provides motivation and leadership to promote positive working relationships
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with plans and initiatives
• 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
• Ensure alignment with EE, SD and procurement strategies which contribute towards BBBEE targets being achieved
• Performance Management and coaching of staff to ensure KPA’s are achieved 

Requirements

Education

• Minimum of a 3-year B Degree in Marketing or equivalent 

Experience

• Minimum of 5 years’ marketing experience with 3 years in a PR and / or Promotions position
• Marketing management experience is an advantage
• Preferably obtained within the casino and or hospitality environment

Skills and Knowledge

• Meets the requirements for a key gaming licence
• Ability to travel locally
• Ability to work shifts that meet operational requirements 

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Description

Job Purpose

• The IT Technical Specialist: Hospitality will be responsible for planning, installing, and configuring Hospitality software applications, platforms and programs (including Opera Suite, Micros); as well as enhancements to existing products in line with business needs in a manner that is professional, reliable, and in line with business and regulatory requirements.
• This will include producing logical, technical Hospitality specifications from functional requirements; the design of components and relevant databases; and the administration, monitoring, maintenance and updating of the applications to ensure sustained and optimal system performance which enables the effective use and application of the Hospitality systems within the business.
• This role will be required to ensure all practices are in line with policy, frameworks and tools based on researched leading and industry practice, technical solutions, specialised projects and innovation, and legislative support to advise, enable and support business operations in achieving their objectives.

Key Performance Areas

• Is the owner and technical expert for creating, maintaining the and resolving any technical issues around the Hospitality applications
• Conduct system installations and develop and administer configuration management solutions for the systems
• Evaluate and monitor system performance and ensure compliance with security standards.
• Produce and deliver support and advice, documentation and training around security patching and ‘hardening’ of Hospitality installations, undertaking security analysis and hardening to any systems administration
• Diagnose Hospitality application faults, troubleshoot and provide working solutions and meet service level requirements
• Improve resilience of the current environment, administering firewall environments in line with IT security policy
• Analyzes and resolves problems associated with the systems’ applications and software
• Design and develop infrastructure monitoring and reporting tools
• Develop test automation frameworks in collaboration with rest of the team
• Provide systems administration and software support for the Hospitality systems
• Develop support processes and provide advice and support on back up, data storage, data recovery and meeting regulations on data management
• Investigate new Hospitality technologies and applications, sharing technical knowledge and expertise with colleagues and providing technical coaching and mentoring to colleagues in the use of Hospitality applications
• Report on the Hospitality systems operational status by gathering and prioritising information and managing projects
• Manage SLA process, performance and billing with vendors around Hospitality system requirements and support
• Provide remote support to business operation and end users
• Collaborate with the business support teams to receive and prioritise briefs from business to design, deliver and support the applications, and deliver each element to specifications to support business requirements 

Requirements

Experience

• Minimum of 6 year’s experience within the IT industry with 3 years core-Hospitality application administration experience;
• Demonstrated experience in technical support for large scale enterprise gaming solutions
• Track record using Virtualization Platforms i.e. Hyper V, VMware, SQL Clustering

Education

• 2-Year Diploma in IT or equivalent NQF Level 6 in IT
• Hospitality systems certification(s)
• ITIL Foundation Certification is an advantage 

Skills and Knowledge

• Analysing
• Creating and improving
• Sourcing information
• Applying expertise and technology
• Taking ownership
• Responding with urgency
• Collaborating
• Written and verbal communication skills
• Technical knowledge and application of Hospitality systems (Opera Suite; Micros)
• Stakeholder relationship management
• Systems Analysis
• Risk Management skills
• Business Analysis Process Flow knowledge
• Test Process cycle management