Sun International Vacancies

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

Groups and Events Billing Co-Ordinator

Job Purpose

The Groups & Events Billing Co-ordinator will be responsible to be the client’s contact for the successful co-ordination and reconciliation of billing for all conferencing and events across the business unit property with the objectives of supporting the team in creating great customer experiences for all groups and events customers and contributing to building the reputation of the business unit’s brand as the conferencing venue of choice.

Education

• Grade 12 
• 2 year Diploma in Events Management is preferred 

Experience

• 1 – 2 years experience in an events environment

Skills and Knowledge

Core behavioural competencies 

• Analysing
• Sourcing information
• Dealing with Customers
• Connecting and Interacting
• Taking ownership
• Responding with urgency
• Collaborating

Technical / proficiency competencies

• English Verbal & Written Communication skills
• Numerical skills
• Financial awareness
• Emotional resilience and ability to handle pressure
• Proficient Computer Skills (MS Office / Opera)
• Professionalism

Key Performance Areas

Co-ordinated  Groups and Events

• Obtain billing instructions for the event from the function sheets, and track expenses
• Meet with clients on-site on a daily basis to check whether charges have been billed correctly on the account
• Conduct a reconciliation between what the client requested and what they received. Where discrepancies exist these should be resolved immediately or escalated as required
• At the end of the function and before the client leaves the property the account must be accurate and signed off by the customer
• Hand over the recon to debtors for further resolution
• Keep records of all amendments from a company perspective to assist in resolving any future queries
• Resolve any problems and queries in accordance with contract stipulations, and escalate when required

Delivered Customer Experiences

• Connect with all guests by greeting them warmly and with a friendly smile, acknowledging them, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Understand guest requirements
• Be able to answer guests’ questions on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Communicate and source information from the relevant departments with regards customers special requests
• Build effective internal and external relationships to ensure synergy of guest experience

Handyman – Wild Coast X2

Job Purpose

Responsible for performing multiple first line repairs and maintenance tasks throughout the day, which could include, but is not limited to: carpentry work; electrical; plumbing; painting; HVAC; flooring; and general facility repairs.

Education

• Grade 12 or equivalent National Technical Certificate

Experience

Minimum of 1 year experience in a general maintenance repair

Skills and Knowledge

InitiativeAttention to detail and quality.Building Positive Working RelationshipsCustomer Centricity & Stakeholder focusDrive for Results

Working experience of SHE legislation and standardsUse and storage of tools and maintenance equipment.First-line troubleshooting in areas of:- Carpentry work.- Electrical.- Plumbing.- Painting.- HVAC.- Flooring.- General facility repairs.

Know how:

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (weekly) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure the department achieves its SLA with the units.
• Manages one’s time and resources to ensure that objectives are achieved effectively and on time.

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.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of requests and requirements.
• Always follows laid-down policies and procedures, operating in line with rules, regulations, system parameters and internal controls.
• Supervises progress, results and service offered on the shift.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the manager for resolution.

Key Performance Areas

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Physical ability to lift and control relevant machinery, and equipment and mobility to move around as per job requirements.
• Manual dexterity, overall coordination and good balance are required.
• Ability to stand, walk, and move rapidly for an eight (8) hour work shift. Ability to bend, stoop, twist and turn, climb stairs and on trucks. Ability to perform repetitious arm and wrist movements.

Key Performance Areas

General, Equipment, Infrastructure and System Maintenance

• Check in with services office for scheduled jobs after the completion of each job and at the end of each workday.
• Responsible for time management of jobs scheduled each day.
• Prepare necessary tools and PPE for the day ahead.
• Respond to requests relating to various equipment and systems installations, repairs, and upgrades in line with scheduled repairs and preventative maintenance plans.
• Conduct investigations and diagnose system or equipment faults.
• Troubleshoot and complete routine and light repairs in line with identified faults.
• Inspect and audit supplies, machinery and systems and address any risk areas.
• Assist tradespeople with electrical, plumbing or HVAC repairs.
• Complete minor electrical repairs and maintenance: light bulbs, wiring, circuit breakers, fuses
• Perform general carpentry construction and installation repairs: woodwork, sanding, painting, build cabinets, etc.
• Perform general plumbing activities: Toilets, faucets, fix leaks, etc.
• Conduct facility and infrastructure repairs: doors, doorknobs, locks, broken tiles, polish floors, staining, pressure washing, roofing and windows.
• Conduct check-ups on systems and perform any preventative maintenance, escalating the need for any major repairs.
• Adjust system settings and conduct performance tests using specialized tools.
• Keep management up to date and feedback on status and challenges with regards repairs and installations.
• Store and secure parts and tools needed in line with regulations and SOPs.

Maintenance Compliance

• Inspect and test different systems to ensure compliance with safety regulations.
• Store maintenance assets; technical stock and parts in line with regulations
• Maintain Personal Protective Equipment in line with specifications and regulations.
• Keep up to date with latest safety, health and environmental regulations and update skills in line with updated equipment and systems, as well as regulations around HVAC requirements.
• Keep up to date with policies and procedures for installing, maintaining, and repairing HVAC equipment or machinery; as well as revised testing or installation procedures, and align practices

Reservations Co-Ordinator

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.

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

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Following Instructions
• Attention to detail
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience
• 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

Key Performance Areas

• 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
• 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
• 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

Inspector

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

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

Technical / proficiency competencies
· 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
· Proficient MS Office skills

Key Performance Areas

Tables Inspection

Key activities
· 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
· Accurately tracks guests play on Casino system
· Identifies and escalates cheating and suspicious activities
· Controls discretionary/ complimentary spend
· Float management
· Opening and Closing of tables
· Communicates any special guest requirements or events to other relevant operating departments
· Provides feedback and reports back to management on the performance and challenges on the tables floor

Measurement/ job standards
· Company policies and procedures, Gaming Board rules and regulations and SOP adhered to at all times
· Pace of game: Spins and hands dealt per hour meet operational standards
· Financial transactions / payouts are accurate and timeous
· Float meets the requirements of player action
· Ongoing performance feedback as and when needed
· Relationships built and maintained with departments in the value chain
· Performance gaps and opportunities are acted upon to improve service to internal departments and guests

People Supervision

Key activities

· 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
· Identifies and addresses misconduct issues
· Keeps records of coaching discussions
· Informs department / staff of information required to perform the duties and tables floor operation effectively
· Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA

Measurement/job standards
· Dealers are supervised to maintain operational requirements as per SOP
· Discrepancies in standards are addressed with appropriate on job training
· Breach in procedures are addressed as per SOP (e.g. discipline, coaching, escalations)
· Performance evaluations conducted as per unit SOP and HR policy
· Individual Learning Plans are aligned to performance gaps and operational requirements
· Performance management processes are adhered to according to HR standards

Delivered Customer Experience

Key activities
· 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
· Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
· Report on any issues experienced and solutions executed

Measurement/job standards
· Complaint, disputes and suggestions are actioned/ escalated as per SOP
· Staff are able to pass on all information (including promotion information, functions, facilities, etc.) to guests
· Counter service is aligned to meet customer demand

Storeman

Job Purpose

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

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

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

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 stock controller and issue the goods as per SOP.
• Measure and record freezer and fridge temperatures as per the required intervals and report any deviations from the standard.
• Control stock movements and rotation (issues in/out) – once the inventory movements have been authorized by the stock controller or warehouse manager stock must be packed like with like per standards making sure the old goods are in front to be picked first to uphold first in first out FIFO. When issuing old goods must be issued first.
• Check stock before taking stock out of the warehouse.
• Seal all trolleys leaving the warehouse and record the seal number on both copies of the issue request.
• Ensure all stock is stored in line with safety standards and that storage areas and equipment are cleaned and maintained.
• Submit all documents raised to the stock controller for review and capturing on IFS.
• Check slips from hospitality outlets (rooms and F&B) and ensure these are correctly captured into Micros and balances to IFS at month-end.
• Respond and resolve queries from outlets and Shared Services Centre in relation to F&B stock, escalating any issues as required.
• Investigate and resolve and variances immediately.

Stock Control

• Participate in stock takes on monthly basis; and recounts when necessary.
• Identify, investigate, and resolve any discrepancies.
• Prepare shortages/overages list and send to Shared Services Centre
• Maintain stock levels in line with operational requirements and orders.
• Stock control records are maintained and filled.
• Obsolete stock for disposal is reported.

Work Conditions and Special Requirements

• Works shifts in line with operational requirements.

Telebet Operator

Job Purpose

• To provide quality telephone or e-mail services to successfully on-board and support on-line sports betting customers using the Sunbet platform and services, in line with company standards and regulations.

Education

• Grade 12  

Experience

• Minimum 1 – 2 years’ experience working in call centres (essential)
• Experience working in a betting environment with exposure to FICA processing and administration is an advantage
• Preferrably Setswana speaking individuals

Skills and Knowledge

• Analytical skills
• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking
• Handling conflict
• Following Instructions
• Attention to detail
• Stress tolerance/Work under pressure
• Preferred Personality Traits
• Confident team player who is Presentable, Positive, Service oriented, Energetic, Friendly
• Customer service principles and practices
• Knowledge of  the rules of a wide variety of sports
• Understanding of odds and betting
• Listening skills
• Telephone skills
• Proficient Computer literate
• Proficient English verbal and written communication skills
• Compliance procedures and regulations
• Basic responsible gambling principles

Key Performance Areas

• Provides a telephonic and e-mail service and support to customers who place on -line sports bets,
• Provides advice to customers who place on -line sports bets,
• Responds to technical and/or account related queries raised by customers,
• Researches required information by using available resources e.g sport shows on television, to adequately respond to queries,
• Liaises with other departments (e.g. trading; finance) to ensure customer queries are resolved,
• Escalates complex queries to line manager.
• Verify FICA documentation through the prescribed FICA process as detailed in the company Risk Management Compliance Programme
• Contact new customers and follow-up with existing clients to obtain their FICA documentation
• Confirm client details with the Department of Home Affairs (by making use of 3rd party providers where necessary)
• Report or escalate any form of suspicion when dealing with clients in the form of fraudulent documentation, behaviour or transactions
• Acknowledge, handle queries and handle all FIC emails
• Accurately on-boards new customers by opening betting accounts
• Follows up on outstanding FICA documents to allow for successful on-boarding of customers,
• Verifies proof of payment received from customers and credits customers’ on-line accounts accordingly,
• Processes deposits to customers’ on-line accounts.
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business products, services and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Retention Marketing Specialist

Job Purpose

Responsible for the planning and implementation of all marketing and promotional activities for all Sunbet and Sports-betting products and marketing channels, with the aim of increasing conversions, improving client engagement, customer loyalty and gaming activity, and enhancing the relationship and value provided through the customer lifecycle, in line with Company policy.

Education

• Grade 12
• 3-Year Degree in Marketing is an advantage

Experience

• Minimum of 5 years experience in CRM and marketing in an online gaming / sportsbetting environment
• Experience in digital, direct marketing and analytics is an advantage
• Proven track record in managing websites including UX design, SEO, reporting and digital optimisation

Skills and Knowledge

• Analytical skills
• Deciding
• Planning and organising skills
• Building & Developing relationships
• Problem-solving
• Influencing
• Encouraging co-operation
• Selling skills
• Dealing with customers
• Negotiating skills
• Networking skills
• Deadlines driven
• Team player who demonstrates initiative and excellent organizational skills, with the ability to operate on a wide range of topics and projects simultaneously
• Campaign Planning
• Customer life cycle
• Project management
• Social Media & Digital Marketing
• Direct Marketing
• Data mining methodologies
• Interpretation of Data analytics
• Numerical skills
• Knowledge of Sunbet products
• Knowledge of online gaming industry
• Excellent communication skills (verbal and written)
• Proficient MS Office skills

Key Performance Areas

• Have a complete knowledge and understanding of all Sunbet products and facilities
• Track customer journeys across all touch-points and lifecycle planning, development and execution by conducting an analysis of past and current player activity
• Have a thorough understanding of online gaming technology and bonusing tools to conceptualise, design and execute relevant campaigns
• Perform a trend analysis and interpretation of current customer needs using business intelligence tools and data
• Own the A/B and/or multivariate tests to understand channel performance and optimize campaigns quality and ensure ROI in high performing marketing channels (emailing, SMS, onsite etc..) within the customer lifecycle context
• Accountable for the reach of funnels optimisation metrics within established quarterly customer segments
• Drive the ROI of customer incentives/bonus and rewards versus increasing customer life time value within the lifecycle journey context
• Develop and implement personalised multichannel, segmented life stage campaigns with a strong focus on Players lifecycle journeys based on player behaviours modelling
• Continuous upkeep of the Sunbet website to ensure it stays relevant to customer needs with regards to marketing content and new technologies/innovations
• Monitor, analyse and continually refine the performance of automated behavioural and value-triggered propositions
• Elaborate data-driven and customer-oriented recommendations for marketing and VIP team to ensure the highest quality interactions with the customer across all lifecycle channels
• Compile a plan to assist in increasing new customer conversion rates, player activity, site visitations and revenue spend to Sunbet’s online facility
• Attend events to leverage opportunities to build solid relationships with key customers, as required
• Develop and co-ordinate multi-channel retention campaigns both online and offline in line with available budget
• Analyse the Sunbet market, and identify unmet needs, goals, opportunities and challenges which can be addressed to leverage further business opportunities
• Compile an annual campaign calendar, which is updated and distributed monthly
• Design campaigns and strategies to move customers through the marketing funnel
• Increase Customer Lifetime Value through targeted marketing campaigns and brand building initiatives
• Create, test and implement customer journeys using multi-channel communications mediums
• Constant analysis and optimisation of customer lifecycle journeys
• Co-ordinate and manage logistics and execution of promotions and activation events
•  
• Execute on A/B and multivariate campaigns to optimise the acquisition funnel and conversion rates across all channels
• Develop innovative solutions, campaign objectives and marketing collateral to promote the Sunbet brand at property level within the retail environment at unit level, providing support as required
• Write communications briefs, ensuring that creative and media are effectively integrated
• Develop initiatives and online content to promote Sunbet including SEO; Paid media; Social media; E-mail & SMS marketing
• Provides support to business unit management teams as required during implementation
• Communicate and raise awareness with relevant stakeholders with regards campaigns and available packages and how they can be best utilized
• Execute action plans in line with scheduled timelines in implementing targeted campaign
• Monitor implementation to ensure that the campaigns and objectives are rolled out to maximise campaign sales as per plan
• Manage key stakeholder expectations, escalating risks before they become problems
• Collect feedback from internal stakeholders regarding campaign success and post mortems
• Design and develop metrics, reports and analyses to drive key business decisions
• Responsible for ensuring reports (both ad hoc and standard) are delivered accurately and timeously
• Conduct an analysis and report on the effectiveness of campaigns such as conversion rate / player value / ROI and provide meaningful insights and reports to aid decision-making, optimise campaigns and the use of specific marketing channels
• Identify, analyse and interpret trends or patterns within the Sunbet database
• Complete monthly customer retention reports for Sunbet to indicate:
  • competitor analyses
  • player trends and analyses
  • the return on investment produced from initiatives that have been implemented
  • Effectiveness of the various marketing channels
  • Effectiveness of the various marketing campaigns
• Collaborate with Group Digital and Business Intelligence functions to understand data analysis and manipulation of data for reporting purposes.
• Liaise with Sunbet Marketing Management in formulating the targets and retention plans for activations of inactive business
• Liaise with land-based properties to leverage and cross-sell customers
• Collaborate with the Sales Team, CRM and Sunbet teams to enhance and increase campaign success
• Cooperate with property management to create opportunities to promote the Sunbet brand and to participate at gaming events to build strong relationships with potential clients
• Continuously engage with clients to grow loyal relationships for Sunbet
• Maintains positive relationships with all clients, colleagues, gaming and  sales networks
• Coordinates the distribution of information to all relevant properties
• Attends Sunbet meetings and provide relevant feedback and input into the online gaming strategy

Click here to apply

All the best with your applications.