Vacant Jobs at Sun International

Job Purpose

• The storeman will be responsible to monitor and record the transfer of maintenance stock and spare parts from the stores to the respective outlets to ensure sufficient stock levels in line with operational requirements, and according to Company standards and regulations.

Key Performance Areas

Stock Transfers

• Receive orders at the stores and check deliveries in line with invoice and quality Standards
• Document any variances with respect to returns, price deviations, over/under deliveries and communicate these to the stock controller.
• Print or get picking list from the Maintenance Services Supervisor and issue the goods as per SOP
• Ensure all stock is stored in line with safety standards and that storage areas and equipment are cleaned, maintained and secure
• Submit all documents raised to the Maintenance Services Supervisor for review and capturing on IFS job card requests and ensure these are correctly captured into
• Pragma and balances to IFS at month-end
• Respond and resolve queries in relation to maintenance stock, escalating any issues as required.
• Investigate and resolve and variances immediately.

Stock Control

• Participate in stock takes on a monthly basis; and recounts when necessary
• Identify, investigate, and resolve any discrepancies
• Prepare shortages/overages list and communicate this to Maintenance Services Supervisor
• Maintain stock levels in line with operational requirements and orders
• Stock control records are maintained and filed
• Obsolete stock for disposal is reported

Job Requirements

Education

• Grade 12 with maths numeracy.

Experience

• Minimum of 1 year experience in F&B stores / inventory control.
• Experience working with IFS is an advantage. 

Skills and Knowledge                                                                                                                                                                                                                                        

Core behavioural competencies

• Checking skills
• Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Clerical Administration skills
• Problem Solving

Technical/proficiency competencies

• Maintenance Product knowledge
• Stock control procedures
• SHE legislative requirements
• English Written and verbal communication skills
• Proficiency in MS Office Suite
• Pragma
• Knowledge of IFS is an advantage
• Numerical skills

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Main Purpose of the Job

• The Night 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.

Accreditation/Registration/Licenses

• Must be able to work shifts in line with operational requirements (including weekends and public holidays)

Deliverables

Hotel Duty Manager

• Implement the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer’s journey from arrival until departure throughout the hotel
• Conduct shift briefings and handovers and communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
• Compile plans and manage the execution of any new projects and offerings for the hotel
• Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion 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 reports

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
• 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.

Job Complexity  

Know How

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

Problem- Solving

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

Accountability

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

Job Requirements

Education, experience, and competencies required.

• 3-Year Hotel School Diploma or equivalent
• Minimum of 5 years’ experience with 3 years in a management position in the hospitality industry
• Previous experience in duty management is an advantage

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Job Description

Certifications/Accreditation/Registration/Licenses

• none 

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.
•  Knowledge of an additional language (relevant to market) is an advantage. 

Key Performance Areas

Prepared Workstation

• 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, 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 necessaryif necessary.

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls

• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

   Decision Making

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

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.

Job Requirements

Education, experience, and competencies required.

• Grade 12 
• Hotel Product Knowledge (Facilities and activities) 
• 2-year experience in a customer service environment,
• Preferably in a hotel environment
• Front Desk Procedures
• Dealing with Customers (including managing conflict)     
• Forex and cashiering procedures
• Problem Solving
• Communication skills
• Verbally informing
• Telephone skills
• Team Player
• Listening skills
• Presentable, courteous individual
• Proficient computer skills (MS Office, Opera) 
• Working Knowledge of Opera suite 
• Upselling skills