Vacant Jobs at Sun International

Job Purpose

• Responsible to be the frontline customer contact to coordinate the day-to-day customer experience in the Prive and Sun Lounge areas by providing exceptional service to the guests, in accordance with company VIP standards and gaming regulations. 

Key Performance Areas

• Prepared Prive Lounge 
• Check prive lounge and reception area to ensure standards are met
• Check operating equipment prior to start of shift to ensure all is functioning
• Check cleanliness of own section, machines and/ or station
• Communicate and follow-up on the correction of any equipment faults or defects
• Ensures RGP / MVG / FICA information is displayed
• Assist with the co-ordination and preparation of the lounges for VIP events and promotions
• Liaise with VIP Management and Personal Hosts with regards to VIP’s in house and their requirements  

Customer Engagement 

• Conduct meet and greet processes for customers on arrival and departures from the Hotel, Prive and Sun Lounge areas
• Be able to identify VIP clients by name on arrival
• Interact with guests and provide professional service standards and solutions
• Be able to answer queries relating to game information, various bet types, promotions and events, as well as products
• Act as a host in the Prive, Sun Lounge or Private gaming areas whilst customers are engaged in play
• Establish customer needs / requirements and action accordingly
• Handle any complaints, disputes and suggestions and escalate when required
• Co-ordinate and arrange for customer excursions, activities and requirements on a day-to-day basis with the relevant departments in line with customer requests
• Process day to day complimentary vouchers for guests in the Prive / Sun Lounge areas
• Process points redemption for guests in the Prive / Sun Lounge areas
• Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries
• Engage with customers and provide a customer experience in the Prive and Sun Lounge areas that will support brand loyalty ensuring SI as the brand of choice for VIPs
• Be the liaison between VIP Personal Host and VIP customers on a daily basis.
• Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments
• Perform VIP administrative functions as required
• Be present on the floor during VIP functions 

Skills and competencies

• Core & Personal behavioural competencies
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable
• Relationship building 
• Technical/Proficiency competencies
• English verbal communication skills
• Numerical skills (calculations of large numbers)
• Compliance procedures and regulations
• Responsible gambling principles
• Proficient computer skills (MS Office)
• EGS knowledge is an advantage

Requirements

Education

• Grade 12 
• Previous experience in a customer facing role
• Experience in the gaming environment is an advantage
• Meet all requirements for a key gaming licence

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Job Purpose

• Responsible to collect, deliver and transport guests around the property and to external destinations safely, throughout their stay in the hotel, ensuring that the customers’ experiences remain exceptional, personalized, and worth remembering

Key Performance Areas

Prepared Workstation

• Conduct inspections and identify any issues with regards own workstation appearance/ functioning of vehicle and systems 
• Check overall cleanliness of vehicles, parking areas and general Porte cochere area 
• Check fuel levels and ensure car is ready to transport guests
• Review the arrival and VIP lists daily and understands special requirements
• Be familiar with the hotel and resort facilities, promotions and activities
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling
• Co-ordinate the scheduling of maintenance of vehicles when necessary

Transporting services

• Greet all guests when they enter the vehicle; and assist disabled guests as necessary. 
• Transport guests safely to any destination in accordance with hotel policies and rules. 

Plan routes to destination

• Co-ordinate and park vehicles of visiting guests and residents 
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property. 
• Log transport to external destinations and file necessary documentation

Raise charges  

• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination
• May be required to collect and deliver other items as requested by management

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, 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
• Explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and Porte cochere if required

Requirements

Education

Minimum Qualifications (Education and Experience)

• Grade 12
• Experience as a driver
• Experience in a customer service environment is an advantage
• Minimum job- related experience & requirements
• Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
• Physically able to stand, drive and lift luggage as per job requirements 
• Have an open attitude to perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Accreditation/Registration/Licenses
• Public Drivers Permit (PDP)
• Valid Driver’s License Code 10 with a clean driving record

Core behavioural competencies

• Dealing with Customers
• Problem solving
• Checking
• Collecting information
• Verbally informing
• Team Co-operations
• Patience
• Friendly, presentable individual
• Emotionally stable
• Able to work under pressure

Technical / proficiency competencies

• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera
• Read directions / map
• Make use of a GPS device
• Driving skills

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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