Vacant Jobs at Sun International

Job Purpose

• The Night Auditor is accountable for relieving the dayshift hotel management and supervising all operational activities across the hotel through the night (including front office reception; guest relations duties) as well as the auditing, posting and balancing of daily financial transactions related to customer accounts, ensuring that internal (SOP’s) and external (tourism grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the hotel is professionally executed in line with Sun International standards and legislative requirements.  

Key Performance Areas

Night Duty Management:

• Manage and monitor hotel activities on the nightshift, to ensure the smooth running of the hotel and consistent standards of excellence and safety.
• Conduct briefing for all staff during Night Shift
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
• Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
• Act as manager on duty for the hotel in the absence of the hotel management, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
• 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) 
• Ensure the collateral in public areas is professionally presented
• Complete shift reports

Night Audit:

• Reconcile revenue against applicable segment rate
• Reconcile cash against revenue generated (per shift)
• Audit, post and balance daily cashiers' work for outlets including, but not limited to, outlets in Rooms and Food and Beverage 
• Monitor customer accounts, ensuring all supporting documentation is attached and reconciled, in line with SOP
• Reconcile credit card system to daily transaction lists 
• Generate activity reports for the day, highlighting any areas of concern

Front Office Operations:

• Monitor and verify room status information, ensuring this is accurate and communicated to relevant stakeholders
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
• Oversee and supervise guest arrivals and departures with the front office team
• Participate in checking-in and checking out guests as required and review the rooms system to ensure data hygiene and complete customer information
• Maintain master key control for the shift
• Supervises the management of debtors, group and individual guest invoicing and cash operations
• Conduct cash-up procedures, verifying all bank deposits at the end of the shift
• Develop and update a comprehensive filing system with back-up documentation of, vouchering, schedules, forecasts, reports and tracking logs 
• Co-ordinate internal audit procedures, ensuring that procedures (including the pricing policy) are duly applied

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 department 
• Staff communication and motivation 
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles  to performance  On boarding of new staff members 

Financial Control: 

• Authorise spend in line with budget
• Report on any variances for the department

Delivered Customer Experience: 

• 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   
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, opening times of restaurants; activities;

Compile plans and flag VIP guests to ensure their experience during their stay is exceptional; including the smooth movement of VIP’s to and from activities or restaurants; providing different options and activities, including external offerings, personalising their experience 

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

Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience 

Requirements

Education

• Grade 12
• 3 Year Hotel School Diploma or equivalent 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 

Work conditions and special requirements: 

• Ability to work shifts that meet operational requirements (including public holidays, night work and weekends) 
• Physically able to stand for extended periods of time 

Skills and Knowledge

• Corporate & industry knowledge
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera
• Business Acumen
• Basic Financial Acumen
• Night audit procedures
• Knowledge and application of legislation relating to Safety, Health and the environment

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Job Purpose

• Responsible to prepare and deliver exceptional food and beverage services to our customers within the restaurant operations / banqueting operations and within the hotel, ensuring that internal (SOP) standards are continuously achieved and professionally executed 

Key Performance Areas

Prepared Work Area

• Prepare mise-en-place, place settings and any other required checks and preparations for service
• Set-up and break down for functions in line with event requirements and start times (when required)
• Identify issues with regards the outlet’s floor appearance/ functioning of equipment and systems
• Check cleanliness of own section or station
• Be aware of and comply with health, safety, hygiene and environmental regulations in the outlets
• Use and store operating equipment in line with specifications and safety regulations
• Participate in stock takes
• Resolve or report on any anomalies to the required standards

Service Execution

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Take guest orders accurately and timeously
• Place guest orders in the system
• Explain menu items
• Make recommendations with regards beverages and menu items
• Interact with kitchen staff respectfully around any special requests
• Deliver food and beverage dishes to customers and present in line with standards
• Be attentive to guest requests
• Clear tables after guests have completed their meal
• Provide billing to guests (where relevant)
• Conduct cash-ups at the end of service (where relevant)
• Leverage opportunities to upsell on promotional items

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, reward programme and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Requirements

Education

• Grade 12

Experience

• 2 years previous experience as a waiter 

Skills and Knowledge

• Food & Beverage Product Knowledge
• Food Service
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

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

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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
• Project co-ordination
• Proficient English written and verbal communication skills
• Financial Acumen
• IFS
• Upselling skills
• Knowledge and application of legislation relating to Safety, Health and the environment

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Description

• Responsible to supervise the day-to-day delivery of the food and beverage service and team within a specific outlet/conference centre with the objectives of maintaining standards of service; enhancing the customer experience; and controlling operating equipment and stock in line with Company standards

Requirements

Education:

• Matric / Grade 12
• Food and Beverage Management Certificate or Hospitality Management Certificate or Diploma in Food and Beverage Management or Hospitality Management

Experience:

• 3-4 years in the food and beverage industry including experience in banqueting, in-room dining; and / or restaurant operations
• 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 & Competencies:

Core behavioral competencies

• Collecting Information
• Team Co-operation
• Verbally Informing
• Supervising
• Dealing with Customers
• Appraising & developing
• Problem-Solving

Technical/Proficiency competencies:

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Set-up requirements
• Function sheets (if relevant)
• OE use & storage
• Team Planning
• Stock control
• Proficient MS Office skills
• Micros / Opera is preferred

Key Performance Areas:

Shift Supervision:

• 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 Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the outlet Cash-ups at the end of the shift

Food & Beverage Product Offering:

• Monitor service offering / products and pricing within F&B
• Make recommendations of improvements to the product and service offering
• Co-ordinate the implementation of the food and beverage promotional calendar for outlets
• Monitor customer service standards and identify any areas of concern
• Conduct maintenance walkabouts for front of house and back of house areas
• Monitor health, safety, hygiene and environmental elements in the area
• Monitor the use and storage of operating equipment
• Monitor stock control and operating equipment control processes
• Investigate variances / discrepancies and take necessary action to correct

Conferencing Product:

• Liaises with clients
• Attends pre-conference meetings
• Provides client with relevant solutions / options for conferencing – including set-up, themes, décor, lighting, equipment, etc.
• Conduct QA to ensure set-up is in line with client requirements
• Is present at functions to ensure execution is in line with client requirements
• Manages staff appearance and floor appearance/ functioning of equipment and systems
• Control and management of stock and operating equipment as per SOP
• Liaises with Technical to ensure maintenance schedule plan is adhered to and any issues resolved Monitors and reports on functions
• Provide input into the post-mortem on events and makes recommendations for improvements
• Provides ideas and solutions that are innovative and in line with industry trends

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 department
• Staff communication and motivation
• Performance contracting, reviews, and development
• Assist in providing resources and removing obstacles to performance Onboarding of new staff members

Financial Control:

• Authorise spend in line with budget
• Conduct accurate 10, 20-day stock takes for the outlet in line with Company process.
•  Report on any variances for the outlet

Deliver Customer Experience:

• Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
• Handle and resolve any guest special requests, queries or complaints
• Shift handover ensures that staff can provide customers with relevant service
• Understand, record and implement special requirements for return guests and VIPs