Sun International Vacancies

To apply, click on the link at the end of the posts and all the best with your applications.

Call Centre Quality Assur Lead
Job Purpose

The Call Centre Quality Assurance Lead for SunBet is responsible to supervise the QA processes and team in conducting of screening assessments, scoring and evaluation of the performance of call centre representatives with regards their demeanour, customer service standards, technical accuracy and conformity to company policies, standards and procedures, in the way they interact with guests. The role will also have responsibility for the training and coaching of agents to achieve SunBet’s operational excellence standards, procedural compliance and customer experience expectations

Education

• 3-Year Diploma in Hospitality, Marketing or Sales

Experience

• 6 years’ call centre experience including 2 years as a Quality Assurer or Team Lead
• Experience working with call centre systems
• Experience in sportsbetting or online gaming would be an advantage

Skills and Knowledge

• Problem Solving
• Planning and organising
• Team co-operation
• Dealing with Customers
• Maintaining composure
• Building & Developing relationships
• Influencing
• Integrating (Connecting; Collaborating; Consulting; Resolving Conflict)
• People Supervision
•  
• Online sportsbetting and casino knowledge
• Call centre procedure & policies
• Working knowledge of Qlikview or similar BI tool
• Understanding and working knowledge of contact center systems such as CIC / ICBM etc
• Selling skills
• Learning and development methodologies
• Telephone Listening skills
• Team Planning
• Coaching
• Computer skills
• Call Centre Quality Assurance principles
• Creative writing ability
• Financial and Business acumen
• Strong English Verbal & Written Communication skills
• Interviewing skills
• Competency Assessment skills

Key Performance Areas

Team supervision of the QA team – including involvement in supervising performance, conducting OJT coaching and building a solid employee relations and disciplined culture within the department

Develop a plan, framework and tools for the contact centre QA processes including initiatives to enhance recruitment, development coaching; performance management and performance trends and analytics

Collaborate with internal stakeholders (call centre management; HR and Learning and Development) to analyse and design tools and processes to support operational plans and targets

Oversee the compiling of scripts to guide agents in their interaction with clients

Conduct an analysis of performance against standards and targets, by working with the call centre team to identify gaps to be addressed from a capability perspective and support them in the achievement of business results

Monitor customer care calls, and e-mail responses, ensuring that these are closed off within a 24 hour turn-around time

Supervise customer and client listening programs and identify customer expectations and needs.

Research, develop, and maintain standard operating procedures and quality standards for the contact centre in line with leading practice including standards for:

How the call is answered

How well the agent engaged the customer

How well the agent used resources

Whether the customer issue was resolved

How the call was closed

Conduct daily audits to measure the agents adherence to policies, processes, product information and customer service delivery

Guide and coach employees within the operation to achieve successful performance

Put in place relevant systems, policies and procedures to drive the execution of the objectives with a consistent approach; including registers, checklists, analytics, data management and reporting

Provide quality assurance and audit standards and practices on a regular basis to ensure compliance, and effective implementation across all activities and areas

Analyse and prepare internal and external measurement reports for management including statistics around calls, standards, targets, and trend data with recommended remedial action.

Prepare the following reports based on analyses:

Contact Centre dashboard

Customer satisfaction index and feedback reports to the Group customer services team

Knowledge reviews

Agent reports (covering performance, evaluation surveys, recommendations)

Highlight areas of concern and collaborate with management to find a solution for improved excellence in service and performance standards

Identify, monitor and close out any risks of non-compliance and non conformance and escalate if required

Develop and implement a quality monitoring data management system for compiling and tracking performances at team and individual levels.

Co-ordinate and facilitate internal and external audits, ensuring that all documentation is available and accessible for measurement and evaluation

Act as an expert and monitor call centre standard operating procedures and service standards, systems and processes and align practices with new legislative compliance and company policy (such as PCR compliance, POPI)

Compile and execute knowledge assessments with all team members on a regular basis to ensure knowledge acquisition and retention

Conduct a skills needs analysis and complete a skills matrix for the function

Co-ordinate and facilitate call calibration sessions for call centre staff, and provide feedback to team members on areas of development

Collaborate with Learning & Development to provide employee training on subjects relating to call centre and inventory procedures, and services and product knowledge

Facilitate the onboarding programme of any new employees to the department

Develop and implement recognition programmes for top performers, and co-ordinate recognition award events

Review data hygiene and audit captured information needed to complete membership details in the system accurately, including payments, ensuring all comments and traces have been actioned, and following through with clients for any outstanding and shortfall payments

Provide input into potential campaigns to be marketed with the aim of growing revenue and communicate proposals to management

HR Operations Manager

Job Purpose

Responsible for the day to day management of human resources activities in the operations and the effective and efficient integration and delivery of human resources initiatives and projects for the resort, including the team management of Human Resources Business Partners, Consultants and officers; management of the HR Information Management System and data integrity;  governance, project and change management & reporting of HR operational practices in line with policies and procedures across the complex, consultation and advice to line on people management policies and practices; and performance consulting, in line with legislation and Sun International standards.

This will be achieved through collaboration with Central Office and Business Unit leadership teams; managing relationships with key stakeholders (operators, unions, wellness providers, IHST, etc) to ensure optimised employee experiences throughout the life cycle of the employee with the aim of promoting Sun as an employer of choice. The role will also focus on building and enabling solid and engaged HR talent to support innovative and sustainable HR operations and enable the HR vision for the Sun International Group into the future.

Education

• B. Degree in Human Resources Management

Experience

• Minimum 10 years experience as an HR generalist including 5  years experience as an HR Business Partner

Skills and Knowledge

• Planning
• Decision-making
• Evaluating & Developing HR competence
• Influencing
• Results orientation
• Developing relationships
• Innovation & continuous Improvement
• Service orientation
• Analytical thinking & Conceptual ability
• Managing risk
• Motivating others
• Interviewing Skills
• Employee Relations Processes
• Labour legislation
• Functional HR knowledge – including recruitment, learning & development; performance management; talent management; workforce planning
• Change Management
• Remuneration & benefits
• Financial and Business Acumen
• Project Management
• Proficiency in MS Office; Peoplesoft
• Communication skills (Verbal and Written)
• Personal Credibility & integrity

Key Performance Areas

• Understand and implement the people strategy to support business operations
• Partners with management to understand performance, productivity and other people challenges; be able to diagnose the issue and provide solutions to improve people practices across the business
• Facilitate all recruitment, selection and assessment processes; including advertising, interviewing, reference checking, vetting; appointments 
• Facilitate the relocation and onboarding of employees onto the complex; ensuring employees experience an onboarding and employment experience in line with Sun International’s EVP and brand
• Be able to explain and manage payroll and benefits queries and disputes
• Work with management to understand and troubleshoot queries and employee relations issues being experienced within the operations – including the management of grievance and disciplinary processes
• Proactively engage with all stakeholder to “feel the pulse” of the Business unit and actively engages with operational teams on communication, changes and challenges taking place; ensuring resolution
• Work with management and staff to implement the Sun Way Culture and Sun values
• Work with management and staff to facilitate and improve employee engagement projects
• Monitor and authorise any changes to the HR System in line with operational changes and changes to employee’s personal information and employment
• Manage the flow of paperwork to support these changes, ensuring that all stakeholders (e.g. payroll) are informed timeously
• Manage a system of managing and updating of personnel files
• Manage the data integrity in the HR system ensuring that it is complete and accurate
• Prepare audit documentation in line with policy and procedure and communicate standards to business partners
• Manage audits as per agreed procedure and timelines (including system fields; personnel files; employment and employee relations practices; talent processes and practices e.g. recruitment, L&D requirements; performance management implementation
• Address areas of non-compliance and through remedial action plans
• Leave liabilities and sick leave balances are tracked and addressed with relevant HODs
• Compile and monitor reports on all people processes and analytics for the business
• Support management in the compilation of legislative reporting including Employment equity and skills development statistics and reporting for the business unit
• Facilitate the performance management process, and assist operators with any challenges or concerns they may have from a process perspective
• Tracks and analyses performance results across the complex and support business operations to identify individual opportunities and performance gaps.
• Where trends are identified conduct analyses (including observations / interviews) to investigate issues being experienced in the operations, diagnose and identify the root cause of the issue.
• Make recommendations to improve performance
• In collaboration with the COE, facilitate learning solutions relevant to identified gaps
• Be a change agent and communicate on change plans within area of responsibility.
• Participate and assist operators with the implementation talent and career processes
• Drive the implementation of transformation plans and initiatives
• Develop and update standard operating procedures for HR Processes
• Communicate, conduct training and update HR operating team on standards to be achieved
• Audit HR and people standards across the complex on a regular basis
• Highlight areas of concern and collaborate with HR Consultant to find a solution for improved excellence in HR practices and service standards
• Monitor compliance of HR Practices in line with labour legislation; BBBEE targets, Gaming Board regulations and policies of Sun International;
• Determine the objectives, measures and benefits for the operational implementation of HR and change projects
• Create a detailed work plan and schedule which identifies and sequences the activities needed to successfully complete the project including the allocation of resources
• Review the work plan and schedule with senior management and all other staff that will be affected by the project activities; revise the schedule as required
• Manage the execution of a project by making key decisions, exercising overall control, assigning and co-ordinating business and HR resources, and placing formal requirements on authorising and accepting work, delivering and accepting work as defined in the project plan.
• Co-ordinate and manage the HR operations team and provide guidance on a functional level to ensure delivery to objectives
• Monitor and control solution delivery and the complex’s performance against plan throughout the project life cycle
• Prepare reports on the progress on the implementation plan
• Set up electronic files to ensure that all information is appropriately documented and secured
• Monitor and track all budgeted project expenditures against budget
• Trouble shoot and support the HR operations team by providing insights on the operationalization of HR initiatives and opportunities that may impact the business
• Drives organisational norms and values, and integrates the culture into Employees’ ways of working
• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• Manage productivities and payroll costs for the department
• Identification of employee training needs in the department
• 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
• Acts as coach and trusted business advisor to influence Functional Managers in the areas of HR Policy, organization effectiveness, leading change, organization architecture, building capability, employee relations and the implications of decisions from an HR perspective.
• Initiates and sustains continuous dialogue with the Operational teams on change issues, and partners in exploring options for resolving the issues. 
• Maintain relationships with key stakeholders (including management, payroll, COE, staff and HR colleagues) by promptly resolving escalated queries;
• Attend various industry conferences in order to stay informed of best practices and industry trends;
• Monitor and manage staff, service providers and other stakeholder expectations in order to build long term relationships and employee engagement
• Manage relationship with vendors/suppliers through regular engagements to ensure performance objectives are achieved
• Build trusted and respected relationships with internal stakeholders, and be a sound and credible counsel for HR and operating teams
• Be the Business Unit contact for Wellness and oversee the implementation of the employee wellness program
• Track time and attendance and absenteeism for the unit; identifying trends, possible issues and support the business with remedial action to be taken
• Co-ordinate a Unit Wellness Calendar
• Co-ordinate health & wellness education / awareness e.g. monthly communication newsletters; wellness events; guest speakers, etc.
• Works with internal and external stakeholders to identify wellness risk areas and address these through potential new programs or solutions.
• Conduct the planning and implementation of annual onsite wellness events and screening assessments.
• Analyse reports and escalate health / wellness issues / trends identified within the unit
• Manage expenses within an agreed budget and cost allocation structure.

Brand Manager

Job Purpose

The Brand Manager: SunBet will be responsible for leading the development, delivery and embedding of the SunBet brand strategy by positioning and growing the brand across various marketing and social media platforms using various marketing initiatives and communication channels, developing brand activities and campaigns (print, web, social media, broadcast, etc.), events, corporate responsibility programs and sponsorships, and using a variety of data to drive volume and profitability with the objectives of growing SunBet’s reputation as the sports betting and online gaming brand of choice; ensuring that the brand remains recognisable, up to date and exciting to customers.

Education

• 3-Year Degree in Marketing or Communications

Experience

• 10 years experience in brand management with at least 5 years indepth experience co-ordinating brand marketing activities and campaigns
• Experience managing a brand across multiple markets
• Experience in the sports betting industry is an advantage

Skills and Knowledge

• Conceptualising
• Problem solving
• Analysing
• Collecting information
• Innovating and Creating Solutions
• Integrating (Connecting, Collaborating; Managing Conflict)
• Organising and Implementing
• Emotional Maturity
• People management
• Campaign planning and management
• Consumer research
• Brand management
• Reporting skills
• Project management
• Networking
• Analysis and Interpretation of Business Intelligence
• Business & financial acumen
• Proficient Computer Skills – MS Office
• Social Media management

Key Performance Areas

• Work alongside the Chief Marketing Officer and Creative Director to develop the SunBet Brand and CI guidelines aligned to the overall Brand strategy, and customised to market segmentation, based on an analysis of competitor product offerings in the online gaming industry
• Define and manage SunBet’s brand communication strategy using a variety of media, initiatives and campaigns
• Own the development and messaging of SunBet’s brand narrative
• Recommend strategies to position the brand for growth and for increasing brand salience amongst both the Sun International customer and the target demographic
• Develop and manage the development and distribution of internal communication around brand and CI requirements and standards to all staff to ensure effective and consistent messaging aligned to the strategy and standards
• Create innovative solutions and plans to target new markets and opportunities and optimise return on investment of brand campaigns
• Research and analyse industry trends, consumer insights and public perceptions on a regular basis, and ensure the SunBet brand is positioned correctly, translating brand elements into plans and go-to-market campaigns
• Work alongside agencies, to monitor product distribution and consumer reactions through focus groups and market research
• Collaborate with properties to identify and unlock opportunities, including branding, marketing and activations, joint promotions, retail and other opportunities to grow the SunBet presence
• Develop a marketing calendar for inclusion / participation at properties (for example the own Thursdays campaign)
• Manage the design, delivery and sign off of collateral (videos, billboards, screens, physical branding elements) to create a brand presence for SunBet at properties
• Work with head of marketing to oversee new and ongoing marketing and advertising activities including the production of TV commercials, radio campaigns, OOH, print advertisements, on site activations and liaising with agency and the marketing team
• Manage the marketing plans, and design, execute deliver and sign off on all OOH Work with SunBet retail to create more of a presence for retail stores and identify any branding requirements around the space
• Design brand marketing plans for major sporting events (e.g. NGC, Poker Tour, etc.), working and integrating with the marketing team around delivering customer communications and utilising a range of communication channels as part of the campaign delivery
• Design and deliver branding at events and trade shows, ensuring that the use of the Sun Bet logo meets brand values and company guidelines
• Working with PR agencies, the events team and properties to co-ordinate activations and distribute PR aligned to the SunBet PR strategy
• Work with the Chief Marketing Officer, VIP team and marketing co-ordinator to develop budgeting; costing and production of branding assets for SunBet, e.g. stadium / suite branding, car branding, property branding opportunities, SunBet Merch, SunBet vouchers etc.
• Monitor brand health and brand growth
• Co-ordinate partnerships and barter agreements
• Monitor quality of campaign deliverables in line with objectives and timelines stipulated in the strategy and campaign plan, and complete post-mortem feedback from operations and other stakeholders to evaluate the success and relevance of the promotions and campaigns, and  assess ROI and KPIs
• Build relationships with influencers, journalists, media outlets and public figures
• Oversee social media accounts and ensure brand consistency
• Create designs and layouts for media outlets
• Write pitches, blog posts and articles, and supervise the sign off of marketing literature campaigns, ensuring the designs and messages meet the company brand and regulatory guidelines
• Maintain trademarks and domains, ensuring these are kept up to date, renewed when needed or cancelled when not needed anymore
• Maintain a repository of SunBet brand logos and imaging for use by teams for advertising  
• Brief and manage vendors, including the sourcing and selecting of sponsors to assist in meeting prizes
• Review month end analysis and reports in line with ROI and effectiveness of campaigns and conduct impact analysis to continuously improve promotional mechanics and ensure that system and reporting supports business objectives.
• Where agreed, be responsible for sign offs on marketing collateral and campaigns
• Be a conduit between SunBet and Sun International (central marketing); and work with the head of marketing to ensure alignment with Sun international brand / marketing.

Dealer ~ NGC – TS X15

Job Purpose

Responsible to be the frontline customer service point in facilitating the play of casino tables games whilst providing exceptional service on the floor in accordance with company standards and gaming regulations.

Education

Grade 12 or equivalent national qualification in gaming operations.

Experience

• Previous experience in a customer facing role
• Demonstrated competence in all requirements (including an ability to deal blackjack and roulette) and participation as part of a practical Dealing School

Skills and Knowledge

• Deal tables games including Roulette / Blackjack
• Use Gaming Tables equipment – chip handling,chipping machines, Shuffling machines
• Betting procedures
• Compliance procedures and regulations
• Basic responsible gambling principles
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash

Key Performance Areas

• Check gaming area, table and float and ensure ready for play
• Checks operating equipment prior to start of shift including shuffling machines; cards; chips; etc to ensure all is functioning and ready for play.
• Deal the relevant tables games (blackjack, Poker; Punto Banco, Palette; American Roulette; or any other game as per business unit requirements)
• Handle all player transaction requirements with regards placing of bets and paying out including cash and chip transactions
• Provides audible and precise game commentary 
• Greet all guests with a friendly smile, acknowledge on arrival and departure, ensuring respect at all times
• Interact with guests and provide professional service standards and solutions
• Identifies customers and escalates as per RGP and FICA requirements 

Inspector ~ NGC – TS X7

Job Purpose

Responsible to supervise and monitor the casino tables operation to ensure an exceptional guest experience during game play in accordance with company standards and
gaming regulations.

Education

• Grade 12 or equivalent national qualification in gaming operations
• An additional supervisory qualification is preferred

Experience

1 year experience as a Tables dealer or previous Supervisory experience preferably obtained in the gaming industry.

Skills and Knowledge

• English verbal communication skills
• Numerical skills (calculations of large numbers)
• Inspecting tables games including Roulette / Blackjack
• Use Gaming Tables equipment – chip handling,chipping machines, Shuffling machines
• Betting procedures
• Compliance procedures and regulations
• Basic responsible gambling principles
• Handling conflict
• Checking
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash

Key Performance Areas

• Monitors Gaming Tables and Dealers
• Ensures relevant game information is communicated
• Keeps Gaming Floor Manager informed of information relevant to the games
• Provides audible and precise game commentary
• Communicates equipment defects
• Validates pay-outs
• Supervises employees to ensure that staff uniform, hygiene and appearance is maintained
• Conducts performance contracting, reviews and development
• Identifies performance gaps
• Conduct coaching and on job training
• Monitor service standards and staff: to ensure all guests are treated with courtesy and respect at all times
• Shift handover ensures that staff can provide customers with relevant service

Sous Chef : PAL

Job Purpose

Manages the day to day delivery of the food production operation and culinary team within a specific outlet with the objectives of delivering quality culinary products, maximising revenue through controlling operational effecincies and productivities, operating equipment and stock in line with company standards.

Education

• 3 Year Culinary Diploma or Equialent National Culinary at a Diploma Level
• Membership with South African Chef’s Association and other culinary accredotation

Experience

• 5 – 6 Years experience and track record in a similarly graded hotel/ restaurant kitchen environment of which atleast 2 years experience must have been as a chef de partie.

Skills and Knowledge

Food Costing

• Culinary Product Knowledge
• Kitchen Operational Management
• Labour Legislation
• Implementing and co-ordinating- organising people, non-people resources
• Analysing and diagnosing-numerical information, trends in data
• Making fine judgements throgh the senses viz colour, tatse, texture
• Decision making – use of initiative
• Coaching
• Proficient Computer Skills

Key Performance Areas

Delivered Culinary Business Plan for the Outlet 

• In collaboration with the Executive Sous Chef, develop outlet objectives and deliverables in line with the Culinary strategy
• Facilitate the communication and implementation of Culinary deliverables for the outlet
• 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

Shift Management

• Put in place staff scheduling and duty allocations to ensure coverage
• Manage the preparation of mise-en-place
• Complete opening and closing checklists
• Interact and be present on the floor during service to ensure food quality and presentation in line with standards
• Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues experienced during service etc.
• Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet
• Monitor the cleanliness and hygiene of the kitchen before, during and after service

Outlet Product Enhancement

• Keep up to date with regards food products, trends and cooking methodologies required to deliver menus
• Monitor products and pricing within the outlet
• Make recommendations of improvements to the product / menu offering
• Compile and co-ordinate the culinary promotional calendar for the outlet
• Monitor standards in the outlet and identify any areas of concern

Culinary Standards & Governance

• Conduct maintenance and hygiene inspections in all areas of the kitchen
• Monitor health, safety, hygiene and environmental elements in the outlet
• Manage the control and storage of stock, operating expenses (gas) and operating supplies (packaging, chemicals), equipment as per SOP for the outlet
• Investigate variances / discrepancies and take necessary action to correct
• Control waste for the outlet
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

Outlet Budget Management

• Collaborate with the Executive Sous Chef to complete the planning for the Budget and forecasts for the outlet
• Motivate and manage Capex requirements for the outlet
• Monitor food costs (purchases related to revenue)
• Food recipe – All menu item food recipes to be documented, updated and captured into the system MC or IFS to ensure accurate food theoretical.
• Monitor departmental leave liability
• Check and report on all outlet staff wages / spend are in line with budget as a % of revenue; maintain productivity ratios of performance for line staff
• 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.

People Management

• Manage 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
• Manage employee relations within the department
• Monitor cleanliness and hygiene of the kitchen before, during and sfter service
• Performance contracting, reviews and development
• Onboarding of new staff members

Customer Relationship Management

• Ensures that guests are treated with courtesy and respect at all timess
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the outlet / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
• Shift handover ensures that staff have sufficient insights and information with regards

Bartender ~ Tsh – S

Job Purpose

Job Purpose:

• To prepare and deliver exceptional beverage services within the banqueting and/or restaurant operations to ensure that internal (SOP) standards are continuously achieved and professionally executed  

Education

Education:

• Grade 12 preferred or Grade 10 (with relevant experience)  

Experience

Experience

• 2 years previous experience as a bartender
•  

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 and Knowledge

Core behavioural Competencies:

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Following Instructions
• Team co-operation

Technical/Proficiency competencies:

• Beverage / Cocktail Product Knowledge
• Barrister skills
• Operating equipment use & care
• Beverage service
• Communications skill
• Upselling skills
• Basic Computer Literacy
• Cashiering Services

Key Performance Areas

Key Performance Areas:

Prepared Work Area:

• Prepare mise-en-place, and conduct any other required checks and preparations for service Identify issues with regards the bar display and surrounding areas in terms of appearance/ functioning of equipment and systems 
• Stock bar for service
• Check cleanliness of own section or station

Service Execution:

• Keep up to date with regards food products, trends and drinks methodologies required to deliver menus
• Understand and conduct all tasks in line with Food & Beverage standard operating procedures
• Take guest orders accurately and timeously and place in the system
• Explain menu items and make recommendations with regards beverage menu 
• Mix drinks and present beverage in line with guest order and outlet standards
• Be attentive to guest requests
• Clear glasses after guests have completed their drinks
• Provide billing to guests and administer cashiering transactions
• Conduct cash-ups at the end of service
• Complete beverage stock sheets each shift
• Leverage opportunities to upsell on promotional items

Bar Standards

• Understand and conduct all tasks in line with F&B standard operating procedures
• 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
• Conduct daily stock counts of bar smalls
• Resolve or report on any anomalies to the required standards
• Report on any breakages at the end of the shift

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

Executive Sous Chef

Job Purpose

Responsible for the management of the kitchen operations and team within an area of the business unit with specific regard to:
· maximising revenue potential in specific outlets
· improving of standards of operation (including health, hygiene, safety and environmental standards)
· provide recommendations for innovative culinary products; enhancements and production
· control of kitchen operating equipment and stock
· control of kitchen spend and wastage
· team management
· implementation of culinary operational efforts to achieve the unit’s strategies and objectives

Education

• 3-Year Culinary Diploma or equivalent National Culinary Qualification at a Diploma level
• ·Membership with South African Chef’s Association and other relevant culinary accreditation

Experience

• 5-6 years experience and track record in a similarly graded hotel / restaurant kitchen environment of which at least 2 years experience must have been as a chef de partie
• Demonstrated ability to make use of intermediate computer skills

Skills and Knowledge

• Decision-making – use of initiative
• Learning – training; coaching; staying abreast of industry developments
• Implementing and co-ordinating – organising people; non-people resources
• Numeracy and calculation skills
• Analysing and diagnosing – numerical information; trends in data
• Problem-solving
• Making fine judgements through the senses viz colour, taste, texture
• Knowledge
  · Food Costing
  · Culinary Product Knowledge
  · Kitchen Operational Management
  · Labour legislation
  · Environmental and sustainability standards
• Skills
  · PC skills
  · Coaching
  · Cooking methodologies

Key Performance Areas

· In collaboration with the Executive Sous Chef, develop outlet objectives and deliverables in line with the culinary strategy

· Facilitate the communication and implementation of culinary deliverables for the outlet

· 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

· Put in place staff scheduling and duty allocations to ensure coverage

· Handle shift briefings / handovers / shift reports

· Manage the preparation of mise-en-place

· Complete opening and closing checklists

· Interact and be present on the floor during service to ensure food quality and presentation in line with standards

· Handle any special requests, special requirements, recommendations, concerns, resolution of complaints, issues

experienced during service etc.

· Manage staff appearance and kitchen appearance/ functioning of equipment and systems for the outlet

· Report and resolve any issues experienced · Monitor the cleanliness and hygiene of the kitchen before, during

and after service

· Completes shift reports

· Produce a 10-day / 20-day and monthly food cost report

· Contributes to month-end financial reports for the outlet (Budget vs revenue, food cost, etc)

· Audit food safety standards to ensure outlet compliance with relevant legislation regulations

· Conduct maintenance and hygiene inspections in all areas of the kitchen

· Monitor health, safety, hygiene and environmental elements in the outlet

· Manage the control and storage of stock and operating equipment as per SOP for the outlet

· Investigate variances / discrepancies and take necessary action to correct

· Monitor Culinary standards and processes

· Control waste for the outlet

· Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

· Collaborate with the Executive Chef to complete the planning for the Budget and forecasts for the outlet

· Motivate and manage Capex requirements for the outlet

· Authorize spend in line with budget

· Food recipe – All menu item food recipes to be documented, updated and captured into the system MC or IFS to ensure accurate food theoretical.

· Manage the conducting of accurate stock takes for the outlet in line with Company process. Report on any variances for the outlet

· Report on staffing and productivities

· Monitor departmental leave liability

· Check all outlet staff wages / spend are in line with budget as a % of revenue; maintain productivity ratios of performance for line staff

· 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

· Liaise with F&B on food and beverage offering, menus and services in the various outlets

· Inform and update staff on objectives, shift information, VIP information, changes in regulations and the business requirements

· Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA

Click here to apply

All the best with your applications.