Vacant Jobs at Sun International

Job Purpose

• The Kids Club Attendant will be responsible for providing a safe, nurturing and engaging environment for children utilising the Kids Club facilities and services; offering them memorable experiences through structured activities and attentive care in line with Sun International standards and legislative requirements. 

Key Performance Areas

• Execute a diverse range of age-appropriate activities, programmes, services and events responsibly and within schedule
• Adhere to established SOP’s, regulations and policy to maintain operational compliance, operational efficiency and security (SHE, first aid, hygiene, clean-up, etc) and report non-adherence
• Monitor free play activities at the facilities to ensure overall safety and wellbeing of children
• Provide a high level of care to children in line with relevant standards and best practice methods (hygiene, nappy, changes, feeding, safety etc)
• Engage with guests and children in a welcoming manner, providing relevant introductions, explanation of services and facility, itinerary etc
• Communicate with guests, parents and various stakeholders on various services and packages (birthdays, groups, babysitting, progress updates etc)
• Stay informed on daily activity programmes, schedules, special requirements on a daily basis (shift briefings)
• Co-ordinate various programmes, activities and service offerings to ensure smooth delivery (group visits, parties, babysitting, transport pick-ups etc)
• Adapt programmes/activity when faced with unforeseen circumstances (weather, minimal attendance etc)
• Ensure registration processes are followed, complete and documents are stored accordingly (indemnity forms, guest preferences, invoicing etc)
• Maintain a clean and prepared facility as per departmental standards (floor, set-up, décor, supplies, hampers, registration, POS, stock, sound etc)
• Handle daily cash transactions and cash-ups in an accurate and procedural manner
• Check and confirm stock availability for various services and programmes on a daily basis and notify management on low stock
• Participate in monthly stock takes (complete stock sheets, recounts etc)
• Ensure all payments/balances are received at the completion of service and documented accordingly
• Upsell Kids Club facilities and service offerings at various touchpoints (events, engagements, character meet and greets etc)
• Deliver Kids Club brochures, events posters, daily programmes, flyers
• Propose new innovative ideas to enhance the service offerings at the various facilities
• Resolve customer queries and complaints and escalate where necessary 

Requirements

Education

• Grade 12
• First Aid Certificate

Experience

• 2-3 years’ experience in kids club/creche environment

Work conditions and special requirements

• Ability to work shifts in line with operational requirements
• Physically able and mobile to perform duties

Skills and Knowledge

• OE usage and storage
• Product Knowledge (facilities and activities)
• Proficient skills in MS Office Suite, Opera
• First Aid skills
• Arts & crafts skills
• Relating (Connecting, Interacting)
• Organising & Coordinating resources
• Project co-ordination
• Proficient English written and verbal communication skills
• Acting with Energy & Enthusiasm
• Upselling skills
• Knowledge and application of legislation relating to Safety, Health and the environment

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Job Purpose

• The Hotel 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 hotel 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

Deliver Sites Business Plan

• Develop sites objectives and deliverables in line with departmental strategyCompile and update the sites events calendar, sites index and roadmap for the business unit
• Facilitate the communication and implementation of sites deliverables
• Conduct risk analyses i.t.o impact on short term profit marginsProvide clear delegation of authority and accountability for deliverables
• Collaborate with Banqueting to complete a competitor analysis of events and conferencing facilities in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Motivate new product and service enhancements based on client feedback
• Communicate plans and information around VIPs visiting the resort to relevant staff and stakeholders within the unit
• Develop and monitor the customer experience for all clients attending site inspections and educationals, to ensure they are “Wowed”
• Manage the contract, registration and maintenance of the sites vehicle
• Conduct analyses and report on site inspection statistics around business acquisition and forecasted view of business from travel agents, DMC, Tour operators, etc.
• Prepare communication around business forecasts viz the Newsflash for the benefit of the events team, Group Sales team and marketing
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

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
• 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 all operations including service providers and business partners and address any non-compliance
• 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)
• 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
• 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

People Supervision

• Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Supervise employee relations within the hotel
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles to performance
• Onboarding of new staff members

Stakeholder Relationship Management

• Provides relevant guidance and support to operational teams and stakeholders
• Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
• 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, housekeeping, maintenance, etc.

Requirements

Education

• Grade 12
• 3-Year Hotel School Diploma or National Qualification at a Diploma level

Experience

• Minimum of 3 years’ experience as an receptionist in a front office environment
• Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage.

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

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Job Purpose

• The Reservations Agent is responsible to coordinate and capture all reservations received through the contact centre, in line with Company procedures and service standards.

Key Performance Areas

Reservation Bookings

• Answer calls received by business unit reservations
• Greets clients in a friendly way and treats them with respect at all times
• Elicit information for mandatory fields
• Convert calls to bookings / reservations
• Upsell bookings to achieve best available rates on all booking requests
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Provides accurate information (including promotion information, functions, facilities, etc) to guests
• Interacts with the guest and provides service to resolve their individual queries
• Complete handover reports and files
• Send booking confirmation letters to clients and operations team

Accommodation System Data Integrity (Rooming Lists)

• Capture information needed to complete the reservation in the system accurately and efficiently
• Input and amend rooming lists in the system
• Upload and input market codes, source codes, nationalities and rates correctly into the system.
• Route and capture special requests on system bookings.
• Balance blocks after the rooming lists have been captured in the system
• Follow up on all outstanding rooming lists and payments
• Send System generated rooming lists to the Clients / Operations Team
• Pull reports from PMS and ORS – including arrivals, stats, rooming lists

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, 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 
• 3-Year Hotel School Diploma is an advantage 

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office ; reservations or call centre environment **   **

Work conditions and special requirements 

• Ability to work shifts that meet operational requirements 

Skills and Knowledge 

• Accommodation pricing structures
• Inventory Management (Rooms, conferencing & events)
• Rooms Product knowledge
• Reservations
• Proficient MS Office skills
• Working knowledge of Opera suite
• Selling skills
• Business unit facilities knowledge

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Job Purpose

• Responsible for the effective day-to-day management of Le Bistro De Jan with specific regard to achieving profitability for outlets; maintaining products and standards of operation; maximising customer satisfaction; delivery of the F&B business objectives, and developing a cross-functional talent pipeline within food & beverage.

Key Performance Areas

Delivered F&B Plan 

• Develop outlet objectives and deliverables in line with strategy
• Facilitate the communication and implementation of F&B deliverables
• Conduct risk analyses i.t.o impact on short term profit margins
• 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
• Align plans with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

F&B Shift Management

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Provides feedback and reports back to management on the performance and challenges within the restaurant
• Manage the control of stock and operating equipment as per SOP for LBDJ
• Cash-ups at the end of the shift
• Completes shift reports

F&B Product Enhancement

• Collaborate with the F&B Manager and LBDJ Head Office Team to complete a competitor analysis of food and beverage in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Provide product rationalisation on a regular basis or as required
• Motivate new product enhancements
• Compile action plans for  the implementation of approved projects
• Measure ROI and performance on a regular basis

F&B Standards & Governance

• Monitor F&B standards and processes
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each outlet to mitigate any financial risk to the business. All staff in F&B to adhere the policy and procedures.
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance
• Encourage a waste management culture and ensure all staff are trained.
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these 

People Management 

• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Manage productivities and payroll costs for the outlet
• 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
• Provides resources and removes obstacles  to performance
• Recruit and resource for talent for positions within the department
• Onboarding of new staff members

Budget management 

• Participate in the preparation of budget forecasts & controls for multiple LBDJ
• Consolidate Capex requirements for specific LBDJ

Guide and consolidate the completion of Cost of Sales reports including:

• Theoretical COS per outlet for food & beverage respectively.
• Recipes – Recipe links needs to be in place to ensure accuracy and legitimacy of theoretical as well as put us in a position for the theoretical to be system generated.
• Food recipe – All menu item food recipes to be reviewed and signed off and where needed recaptured into the system MC or IFS to ensure accurate food theoretical.
• Procurement – All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis going forward to ensure we monitor and track price movements to minimize input cost fluctuations.
• Cost control – oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming LBDJ in relation to COS

Customer Relationship Management

• Ensures that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring SI as the brand of choice
• 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
• Shift handover ensures that staff have sufficient insights and information with regards VIP customers visiting the property

Requirements

Education

• Grade 12
• 3 year Hotel School Diploma or equivalent National Qualification at a Diploma level 

Experience

• 5-6 years in the Food and Beverage industry
• 3-5 years Food and Beverage Management experience in a Restaurant environment 

Skills and Knowledge

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Speciality beverage knowledge – wine, barrister
• Team Planning
• Operational Management
• Product Development
• Stock control
• Advanced written and verbal communication skills
• Proficiency in MS Office Suite, Micros / Opera is preferred
• Business Acumen
• Financial Acumen
• Report writing
• Contract management
• Knowledge and application of legislation relating to Safety, Health and the environment
• Team Planning