Sun International Vacancies

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

Learning & Change Manager

Job Purpose

The Learning & Change Manager for the unit will be responsible for leading the planning, management and delivery of the learning and development strategic objectives to support the achievement of the Unit’s Business strategy. This will include guiding and managing the implementation of the unit’s training needs analysis in collaboration with the business, with the aim of assessing and evaluating business needs and development gaps; advising on learning solutions and initiatives to assist in closing performance gaps and achieving business objectives, in line with legislation, BBBEE targets, Company standards and Sun’s Learning and Development framework. The role will also be responsible for the management and delivery of all development programmes at the unit such as internships, learnerships, graduate programmes, onboarding, etc. to support the development of a talent pipeline for the property.

Working and collaborating closely with the business and leadership teams, the role will be required to oversee the planning, management and delivery of change management projects across business operations with specific regards to the people impacts of change, and the development of skills and abilities, in line with process development, transformation and/or technology implementation. This will include providing plans, project management and administrative support for various projects, and to assist operators in identifying development gaps and programmes aligned to the change to ensure organisational readiness. The role will collaborate with central L&D and the learning service providers (as required) on delivering content for functional programs and ensuring this content is embedded into operations through a change and communication process.

Education

• 3-Year Degree in learning and / or ODETDP

Experience

• Minimum 8 – 10 years experience in learning and change, including 5 years as a Learning & Development facilitator
• Experience in change management
• Travel to all units required on a regular basis
• May be required to work outside of normal working hours, in line with operational requirements (including weekends, public holidays)

Skills and Knowledge

Core & personal behavioural competencies

• Conceptualising
• Integrating (Connecting; Collaborating; Consulting and Managing Conflict)
• Influencing Skills
• Managing Customer & Stakeholder relationships
• Innovating
• Initiative
• Driving results
• Emotional Maturity

Technical / proficiency competencies

• Interviewing Skills
• Skills Development legislation, BBBEE regulations on SD
• Learning needs analyses
• Learning & development methodologies in development, design
• Facilitation skills
• Change Management methodology and implementation
• Data analyses
• Financial and Business Acumen
• Project Management
• Proficiency in MS Office; Peoplesoft; LMS
• Communication skills (Verbal and Written)
• Personal Credibility & integrity
• Skills Development Reporting writing

Key Performance Areas

• Gain a good understanding of strategic objectives, deliverables and performance challenges being experienced in the various areas of the business
• Build a learning and development roadmap and objectives for the business unit to support the achievement of business goals, transformation targets, a talent pipeline and changes taking place within the financial year
• Partner with the unit HR team and the central Learning and Development team to facilitate learning needs analyses processes and results, relative to strategic and performance objectives
• Conducts analyses of trends, development plans, survey results and assessment results to ensure that learning needs analyses support business strategy and goals, investigating and identifying the root cause of the issue using a performance consulting approach.
• Oversee the use and recording of relevant learning documentation, tools and templates to document and record learning and development discussions, analyses and reporting
• Troubleshoot queries and resolve performance challenges being experienced, around development needs, learning interventions and learning programmes within the operations
• Be a learning and development expert and provide advice and counsel to individuals on career management and learning initiatives to improve performance and encourage the philosophy of a learning organisation that enables the development of talent and creates a high performing culture.
• Construct relevant learning solutions and provide advice to business in implementing solutions and interventions to address challenges and close identified gaps
• Manage the development of learning content or alternatively source content to address business needs and facilitate learning programmes as required including facilitating the induction process for the unit on a monthly basis
• Collaborate with the learning provider to monitor detailed work plans and schedules of activities needed to successfully implement required training programmes (including overseeing the planning of learning events – logistics, invites, catering, material, accommodation, etc.)
• Assess the transfer of knowledge and skills and facilitate interventions to integrate learning back into the business operations
• Prepare progress reports against the implementation plan, and address any required remedial action
• Oversee the integrity of learning data in the learning management system and conduct ad hoc audits on data to ensure compliance and accuracy handling any areas of concern in preparation for reporting requirements
• Guide and deliver the mandatory skills development plans and reports for the business unit on an annual basis, including ensuring consultation with relevant stakeholders as required
• Develop and manage measurement activities to evaluate the effectiveness of learning content to ensure stakeholder requirements are met and expected transfer of knowledge, skills and ROI is achieved
• Acts as a coach and trusted business advisor to influence HR, operations teams, and Functional Managers in the areas of Learning and Development Policy, skills development legislation, BBBEE skills development regulations and the implications of decisions from a Learning perspective.
• Manage and deliver development programmes at the unit including the management of internships, learnerships, graduate programmes, etc. to support the achievement of skill development targets and the development of a talent pipeline for the property; managing both internal and external stakeholders to ensure these programmes add operational value
• Monitor the preparation of audit files and supporting documentation (identifying trends; statistics; project status updates) for BBBEE skills development audits
• Monitor and track the compilation of skills spend and documentation for BBBEE reporting for allocated business units
• Be a change agent and communicate on change frameworks, plans and tools for functional learning and change projects; providing the necessary advice around skills and knowledge development
• Apply a structured methodology in leading employee change management activities in line with business changes and plans
• Engage stakeholders, business clients and leaders to obtain buy-in and / or agree on the change roadmap for the project
• Complete change management pre- and post-change assessments, including the potential impact of the change
• Collaborate and communicate with HR in co-ordinating the implementation of change and development programmes at unit level
• Consult and meet with project teams and stakeholders to ensure buy-in for implementation and assess hidden concerns
• Create actionable deliverables in a project plan for change management levers: including the development and implementation of communications plans, sponsor roadmaps, training plans, resistance management plans.
• Oversee the co-ordination of awareness and communication campaigns to inform relevant individuals of what is happening including newsletters, posters, etc.
• Identify, analyze, and prepare risk mitigation solutions to ensure the smooth delivery of the change into operations
• Plan and co-ordinate training interventions to support users / employees in delivering successfully against objectives
• Evaluate and ensure employee readiness for the change implementation, highlighting any areas of concern with management
• Provide input into skills development budget and spend for the unit and track and monitor skills spend relative to the budget and targets
• Provide leadership on communication plans to ensure all operations understand the business change plan and anticipated standards
• “Sun’s” high-performing talent is developed, coached and retained
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives
• Team management of the learning and change team – including managing conditions of employment, performance management and development of own team, conducting coaching and building a solid employee relations and disciplined culture within the department

F&B Floor Manager

Job Purpose

Responsible for the effective day-to-day shift management of Food & Beverage operations (including restaurants, beverage operations and / or food and beverage service in the casino operations), with specific regard to achieving profitability for specific outlets; maintaining products and standards of operation; maximising customer satisfaction; delivery of the F&B business objectives and developing a cross-functional talent pipeline within food & beverage.

Education

• 3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level.

Experience

• 5-6 years in the food and beverage industry of which at least 2 years experience in a supervisory role within the food and beverage environment.

Skills and Knowledge

• Planning
• Motivating others / gaining co-operation
• Decision-making
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing – Assessing feasibility; assessing compliance; efficiencies
• Problem-Solving

Key Performance Areas

Delivered F&B Plan Implementation

• Develop outlet objectives and deliverables in line with Unit F&B strategy.
• Facilitate the communication and implementation of F&B deliverables for the outlet.
• Conduct risk analyses i.t.o impact on short term profit margins.
• 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.

 Shift Management

• Put in place staff scheduling and duty allocations to ensure 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.
• Provides feedback and reports back to management on the performance and challenges within the restaurant.
• Manage the control of stock and operating equipment as per SOP for the outlet.
• Cash-ups at the end of the shift.
• Completes shift reports.

 Product Enhancement

• Collaborate with the F&B Manager to complete a competitor analysis of food and beverage in property catchment areas including pricing comparisons.
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps.
• Provide product rationalisation on a regular basis or as required.
• Motivate new product enhancements.
• Compile action plans for the implementation of approved projects.
• Measure ROI and performance on a regular basis.

F & B Standards and Governance

• Monitor F&B standards and processes.
• Align practices with new legislative compliance around health, hygiene, safety and the environment.
• Implement sufficient control measures (including systems and processes) & checks within each outlet to mitigate any financial risk to the business. All staff in F&B to adhere the policy and procedures.
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance.
• Encourage a waste management culture and ensure all staff are trained.
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these.

People Management and Development

• 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.

Budget Management

• Participate in the preparation of budget forecasts & controls for the outlet.
• Consolidate Capex requirements for specific outlets.
• Guide and consolidate the completion of Cost of Sales reports including:
• 1. Theoretical COS per outlet for food & beverage respectively.

2. Recipes – Recipe links needs to be in place to ensure accuracy and legitimacy of theoretical as well as put us in a position for the theoretical to be system generated.

3. Food recipe – All menu item food recipes to be reviewed and signed off and where needed recaptured into the system MC or IFS to ensure accurate food theoretical.

4. 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.

5. Cost control – oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming outlets in relation to COS.

Customer Relationship Management

• Ensures that guests are treated with courtesy and respect at all times.
• Interact with guests and provide professional service standards and solutions.
• Handle any escalated complaints, disputes and suggestions as required.
• Engage with customers and provide a customer experience within the outlet / on the floor that will support brand loyalty ensuring SI as the brand of choice.
• Be present on the floor during service / promotions or functions.
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc).
• 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.

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.

Front Office Duty Manager

Job Purpose

The Front Office Duty Manager is accountable for supervising front desk activities (check-in, check-out, night audit), 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 department is professionally executed in line with Sun International standards and legislative requirements.

Education

• 3-Year Hotel School Diploma or 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.

Skills and Knowledge

• Collecting Information
• Team Co-operation
• People Supervision
• Appraising & developing
• Problem-Solving
• Analytical skills
• Attention to detail
• Reviewing / evaluating information and data
• Emotional resilience
• Dealing with Customers (including dealing with conflict)
• Self-driven and presentable
• Valuing Diversity & Inclusiveness

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 department
• Cash-ups at the end of the shift
• Complete shift reports
• Facilitate the preparation of welcome letters/cards; VIP amenities and any special requests for guests visiting the property (e.g. special flowers/cake)
• Meet and greet and ensure VIP customers; return customers; guests in high-paying room categories (e.g. Presidential suites); special Occasion customers enjoy exceptional experiences

 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 supervises 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
• Review daily front office work and activity reports generated by night audit
• 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
• Monitor all receptionists to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Develop and track 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 hotel
• 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
• 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

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

Guest Liaison Officer (Re-advertised)

Job Purpose

Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Education

• Grade 12 preferred or Grade 10 (with minimum of 2 years relevant experience as a hostess).

Experience

• 2 years experience in a customer service environment.

Skills and Knowledge

• Dealing with customers
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Co-operations

Key Performance Areas

 Customer Service Preparation

• Identify issues with regards the floor appearance/ functioning of equipment and systems.
• Check overall cleanliness of the front of house areas.
• Check and restock information brochures.
• Review the arrival and VIP lists daily and understands special requirements.
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities.

Service Execution

• Greet all guests with a friendly smile, acknowledge on arrival, and departure and treat guests with respect at all times.
• Interact with guests and provide professional service standards and solutions to questions and enquiries.

• Assist in checking in VIP guests.
• Escort guests to their rooms and explain hotel facilities.
• Attend promptly to customers’ inquiries and assist them with their needs.
• Assist with answering the telephone at the concierge desk and porte cochere.
• Handle guest complaints, and escalate when required.
• Log the day’s activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
• Be present in the hotel lobby and maintain proper decorum at all times.
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

 Stakeholder Engagement

• Communicate and update the business unit and relevant departments with regards special requests.
• Build effective internal relationships to ensure synergy of guest experience.
• Follow up with internal departments to ensure that guest requests are met on time.

Work Conditions and Special Requirements

Ability to work shifts that meet operational requirements.Physically able to move around as per job requirements.Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements.

Surveillance Mon Officer

Job Purpose

Responsible to monitor the gaming floor and operation to ensure gaming and procedural compliance and protection of Company assets, staff and guests, in accordance with company standards and gaming regulations.

Education

• Grade 12 or equivalent national qualification in gaming operations.
• PSIRA C registration.

Experience

• At least 1-year experience as a monitoring officer in surveillance preferably obtained in a gaming industry/Law enforcement (e.g SAPS, Security, Defence Force, etc) environment as advantage.
• Experience using surveillance /equipment an advantage.

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions).
• Analytical skills.
• Handling conflict.
• Checking.
• Attention to detail.
• Following Instructions.
• Emotional resilience.

• Honesty & Integrity.
• Ability to deal with highly confidential information

Key Performance Areas

Surveillance Monitoring

• Monitor all Gaming procedures on the gaming floor against the relevant functions.
• Complete target reports / punter scans on all gaming areas as per unit specific schedule.
• Conduct system checks, alarm conditions and interfaces.
• Record and report on faulty equipment.
• Issue and check playing cards, where required and other gaming related equipment as per SOP
• Identifies, monitors and actions significant events actioned as per SOP: punter scanning, jackpot verification, table activity, etc.
• Monitors all non-gaming procedures against the relevant function.
• Proactively monitor high risk areas and emergency response as per set out procedures. 

 Investigations

• Reviews all video footage and other documentation/ reports relating to incidents, queries and variances.
• Investigates all variances reported to the Surveillance Department.
• Reports or escalates findings of the review and investigations.
• Record and retain evidence to be used for further processes according to standards.

 Reporting & Administration

• Report all incidents and significant events to the relevant Stakeholders.
• Prioritise reports according to the severity of the incident.
• Capture relevant data on the EOB.
• Compiles comprehensive reports where required.

Work Conditions and Special Requirements:

• Ability to work shifts that meet operational requirements.
• Full visual acuity (including ability to discern colours).
• Work in a smoking environment.

Emergency Services Officer

Job Purpose

The Emergency Services Officer is responsible to respond to medical and fire emergencies, incidents and accidents; to provide efficient and immediate care to the critically ill and injured, and to transport patients to a medical facility, in order to prevent loss of life, contain an injury or prevent damage to the property; in line with health and safety legislation, and regulations and Company standards

Education

• Grade 12
• BLS(Basic Life Support) Qualification ;  ILS (Intermediate Life Support) and  Ambulance Emergency Assistant (ANA) Qualification will be advantageous
• Diploma in Intermediate Life Support (ILS) will be advantageous

Experience

3 years’ experience as an ambulance attendant/emergency services officer

Skills and Knowledge

Core behavioural competencies 

• Collecting Information (Sourcing, Checking, Documenting)
• Contextual Reasoning
• Following Procedures
• Responding with urgency
• Informing & Communicating
• Initiating Action
• Managing Risk
• Collaborating
• Maintaining Composure 

Technical / proficiency competencies

• Knowledge and application of fire protection principles
• Fire cause determination and investigation
• Use and storage of hazardous materials
• Fluid and thermodynamics
• HIRA Inspections, Impact and risk assessments
• Investigation & Incident Reporting
• Disaster management
• Intermediate Life Support Skills and Rescue Techniques
• Knowledge of basic medical-legal principles;
• Knowledge of Occupational Health & Safety regulations; and medical legislation;
• Knowledge of Fire Services Brigade Act
• Written and verbal communication skills 

Key Performance Areas

• Respond to calls from the dispatcher or manager on shift, and drive the ambulance / fire engine / emergency vehicle to the address or location given,
• Upon arrival at the scene of crash, illness, or fire, park the ambulance in a safe location to avoid additional injury or damage
• Obey and follow traffic ordinances and regulations concerning emergency vehicle operation when moving to an emergency scene and when transporting patients to a medical facility
• Complies with regulations and protocols on the handling of the deceased, notifies authorities and arranges for protection of property and evidence at the scene
• Restock and replace used linens, blankets and other supplies
• Cleans all equipment and the ambulance following appropriate disinfecting procedures
• Check of all equipment so that the ambulance is ready for the next run
• Decontaminates the interior of the vehicle after transporting of patients with contagious infection or hazardous materials exposure.
• Inspect equipment by completing preventive maintenance requirements; following manufacturer’s instructions; troubleshoot malfunctions; notify supervisors of needed repairs; evaluating new equipment and techniques.
• Test hydrants; requesting and expediting repairs; to ensure availability of water at fire scene
• Maintain fire station building, grounds, and related equipment by completing maintenance schedules.
• Store equipment safely and securely for future action
• Maintain an up-to-date knowledge, and continued education and refresher training of new technologies, equipment and medical care; and participating in scheduled drills
• Complete and file case documentation around the incident and actions taken
• Reports verbally and in writing, observations and emergency medical care of the patient at the emergency scene and in transit, for purposes of records and diagnostics
• Provide a handover report for any outstanding cases
• Feedback provided to the call centre to close the call and update the system
• Interact with guests and provide professional service standards and solutions
• Handle complaints, disputes and suggestions as required
• Shift handover ensures that staff have sufficient insights and information with regards outstanding cases

In cases of Medical Emergency or Accident:

• In the absence of law enforcement, create a safe traffic environment, such as the placement of road flares, removal of debris and redirection of traffic for the protection of the injured and those assisting in the care of injured patients
• Determine the nature and extent of illness or injury and establishes priority for required emergency care
• Administer emergency medical and or trauma care, to adults, children and infants as per HPCSA guidelines, based on assessment findings
• Assess allergic reaction, seizures, poisoning behavioural emergencies, and environmental emergencies
• Assess psychological crises and recommend relevant care is provided based upon assessment of the patient and obtaining historical information.
• Search for medical identification emblems as a guide to appropriate emergency medical care.
• Assist patients with prescribed medications, oxygen, oral glucose, etc.
• Reassure patients and bystanders by working in a confident, efficient manner.
• Where a patient must be extricated from entrapment, assesses the extent of injury and gives all possible emergency care and protection to the entrapped patient and uses the prescribed techniques and appliances for safely removing the patient.
• Provides simple rescue service if the ambulance has not been accompanied by a specialized unit.
• After extrication, provides additional care in triaging the injured in accordance with standard emergency procedures, ensuring that the patient is securely placed in the ambulance
• Continue to provide emergency medical care while enroute to the medical facility.
• On arrival at the medical facility, reports the nature and extent of injuries, the number being transported and the destination to assure prompt medical care on arrival.
• Assists in lifting and carrying the patient out of the ambulance and into the receiving medical facility

In the case of a fire emergency:

• Minimize fire damage by responding to fire alarms; operating fire-fighting equipment; regulating water pressure; and combating and extinguishing fires, in line with supervisor’s instruction

Inspections on sprinkler systems, LPG or bulk storage of gas

Night Duty Manager

Job Purpose

The Night Duty Manager is responsible for the monitoring, management and delivery of the customer experience and product offerings by internal employees, business partners and concessionaires across the hotel operation ensuring that internal (SOP) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided within the designated areas / departments are professionally executed in line with Sun standards and legislative requirements.

Education

3-Year Hotel School Diploma or equivalent

Experience

• Minimum of 5 years’ experience with 3 years in a management position in the hospitality industry
• Previous experience in duty management is an advantage

Accreditation/Registration/Licenses

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

Skills and Knowledge

Core Behavioural Competencies
Technical / Proficiency Competencies
•Attention to detail
•Corporate & Industry knowledge
•Working with information (agreements, laws, regulations, statistics)
•Quality Assurance
•Reviewing / evaluating information and data
•Housekeeping Product knowledge & standards
•Decision-making
•English written and verbal communication skills
•Influencing & Advising skills
•Proficiency in MS Office Suite
•Emotional resilience
•Business Acumen
•Customer centric
•Report writing
•Networking and relationship building
•Contract Management
•Innovation & continuous Improvement
•Knowledge and application of legislation relating to Safety, Health and the environment

Key Performance Areas

Deliverables
Hotel Duty Manager
•Implement the Customer Value Proposition and enhance the customer experience at important touchpoints in the customer’s journey from arrival until departure throughout the hotel
•Conduct shift briefings and handovers and communicate objectives and promotions to the team and key stakeholders to ensure optimal execution and synergy throughout the experience
•Compile plans and manage the execution of any new projects and offerings for the hotel
•Facilitate and be available to ensure the overall smooth running of hotel, promotions, etc. including transport, promotion set-ups, troubleshooting in various areas.
•Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
•Oversees staff appearance and front of house appearance/ functioning of equipment and systems
•Maintain operational standards across the property (e.g. housekeeping, maintenance, etc)
•Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution
•Ensure the collateral in public areas is professionally presented
•Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
•Complete shift reports

Compliance Management
•Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
•Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
•Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
•Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
•Monitor audit results for all operations including service providers and business partners and address any non-compliance
•Monitor the storage of stock and operating equipment and processes
•Collaborate with various stakeholders across the operation to address and resolve areas of concern and enhance standards from an overall facilities management and customer experience perspective

Customer Experience Management
•Ensures that guests are treated with courtesy and respect at all times
•Interact with guests and provide professional service standards and solutions
•Handle any escalated complaints, disputes and suggestions as required
•Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
•Be present on the floor during service / promotions or functions
•Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
•Monitor customer feedback on various omni-channels to understand and resolve any challenges being experienced; and where necessary manage the resolution of customer queries and complaints from the various channels; ensuring all customers receive a response and feedback
•Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh

People Supervision
•Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
•Identification of employee training needs
•Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
•Supervise employee relations within the hotel
•Staff communication and motivation
•Performance contracting, reviews and development
•Assist in providing resources and removing obstacles to performance
Onboarding of new staff members

Stakeholder Relationship Management
•Provides relevant guidance and support to operational teams and stakeholders
•Maintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
•Informs department / staff of information required to perform the duties and relevant operation effectively
•Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA
•Communicates any special guest requirements or events to other relevant operating departments
•Provides feedback and reports back to Unit management on the performance, progress and challenges within the various business areas including F&B, housekeeping, maintenance, etc.

Job Complexity
Know How
•Requires specialised knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers
•Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain;
•Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently;
•Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements.
•Interact with customers and operational teams – influencing, motivating and encouraging specific behaviour.
Problem- Solving
•Apply business acumen and sound common sense to the overall management of operations and teams within defined standards;
•Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges;
•Consider all the facts, options and possible outcomes prior to making decisions;
•Analyse and diagnose product performance issues in order to maximise or leverage the strengths of the team in a competitive environment;
•Deal with diverse problems in own area, using judgment and discretion to resolve them;
Accountability
•Provide information and make recommendations regarding products and services that will meet customer needs;
•Suggest initiatives to increase penetration of customer base;
•Solve a wide range of queries related to customer service, dealing with these sensitively and within operational/procedural limitations;
•Solutions should be profitable and ensure the correct customer behaviour in terms of product usage;
•Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering;
•There are guidelines/ policies and procedures in place to be followed, but the incumbent needs constantly consider ways of improving productivity and profitability.

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
• F&B Product knowledge
• Stock control procedures
• SHE legislative requirements
• English Written and verbal communication skills
• Proficiency in MS Office Suite
• Micros
• Knowledge of IFS is an advantage.
• Numerical skills

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

Equity

Please Note:
Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit’s employment equity plans and Gaming Board License conditions.
As a result of the company’s operational requirements, you may be expected to work in any area designated as a “smoking area”.

Right of first refusal will be given to candidates from the MCPA and the licensed Zone 5 area.
(Mbizana, Flagstaff, Maluti, Mount Fletcher, Lusikisiki, Matatiele, Mount Ayliff)

People living with disabilities are encouraged to apply.

Maintenance Ops Supervisor

Job Purpose

The Maintenance Operations Supervisor is responsible to supervise the maintenance team in their daily activities in the various areas of the business unit with the aim of maximising machine, infrastructure and facilities availability, including the maintenance and repairs of buildings; through to the planning, allocation and delivery of jobs including the implementation of capital maintenance and development projects for the unit in line with defined plans viz upgrades, aligned to company, legislative and grading standards

Education

• 2-Year Engineering diploma in either the mechanical or electro technical (heavy current) fields with an academic qualification of at least T3 or N5 or equivalent OR
• 4-Year Degree in Mechanical or Electrical Engineering plus a GCC in mechanical / electrical engineering is an advantage
• Preferably registered with the SAFMA / other accredited facilities / engineering bodies

Accreditation/Registration/Licenses

• Preferably registered with the SAFMA / other accredited facilities / engineering bodies

Experience

• Minimum of 5 years’ experience including a minimum of 3 years’ experience in a maintenance supervisory environment
• Project management experience
• Experience in managing contractors / suppliers.

Skills and Knowledge

Know How

• Requires specialised theoretical knowledge and processes relating to maintenance practices, processes and regulations
• Short term planning within 3-months involves conducting the planning of activities to meet and optimise new business targets and growth
• Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently;
• Effective scheduling to ensure that team is adequately resourced to achieve targets/meet job requirements.
• Interact with stakeholders and team – influencing, motivating and encouraging specific behaviour

Problem- Solving

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

Accountability

• Provide information and make recommendations regarding products and services that will meet operational requirements;
• Solve a wide range of queries related to financial performance, dealing with these sensitively and within operational/procedural limitations;
• Solutions should be profitable and effective in delivery business results;
• Arbitrate / resolve difficult conflict situations / complaints /issues / disputes.
• Optimise and streamline existing systems and processes to support the business strategy in terms of cost efficiency, managing risks and improving the service offering;

Key Performance Areas

Deliverables
Maintenance Operational Supervision

• Daily building and grounds walkabouts of the property
• Co-ordinate maintenance and repair teams
• Collaborate with contractors for building refurbishments and ensure work is completed to standard and within the budget
• Support maintenance and upgrades according to 5-year plan
• Supervise mechanical/electrical/HVAC / building maintenance and repairs in line with 3-; 6- and 12 month preventative maintenance plan
• Building fabric maintenance, fixtures and fittings repair
• Mechanical services repair and renewal management
• Manage the call-out system for emergencies, and alarm-related call-outs
• Compile and implement Fire safety procedures; fire equipment inspections and compliance
• Monitor staff appearance and floor appearance/ functioning of equipment and systems
• Store and control assets; technical stock and parts
• Record and resolve internal customer disputes / complaints

Maintenance Project Implementation

• Understand the scope of the project and confirm the objectives and measures upon which the project will be evaluated at its completion in collaboration with senior management
• Supervise the execution of a project by making key decisions, exercising control, assigning and co-ordinating business and resources as defined in the project plan
• Work with contractors and service providers to ensure the team delivers requirements
• Prepare for reviews to report on the progress of the programme
• Action any remediation plans in line with recommendations to ensure projects are delivered on time and to quality standards

Maintenance Standards & Governance

• Communicate and monitor against the maintenance standards and processes for the operational areas of the property on a regular basis
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Complete inspection and & checks to mitigate any risks to the business.
• Conduct weekly walkabouts of all grounds, front of house and back of house areas to monitor compliance
• Embed a waste management culture and ensure all staff are trained.
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

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

Stakeholder Relationship Management

• Engage with internal customers to understand challenges; issues; development and repair related requirements
• Provides employees / visitors with updates of electrical, water and other service outages and scheduled shutdowns
• Engage and supervise the performance of suppliers and contractors
• Engage with management with regards security; health and safety and critical technical breaches or anomalies
• Communicate plans, objectives and results to complex operational team; maintenance management team and employees

Stock Controller

Job Purpose

The Stock Controller is responsible to supervise the replenishment of food and beverage stock and supplies to ensure the availability of par stock levels in line with operational requirements in accordance with stock control principles, as well as the accurate recording of inventory and stock management systems according company policy and standards.

Education

• Grade 12
• 2-Year Diploma in cost management, stock control and / or procurement is an advantage

Experience

• 3-5 years’ experience in a similar position at a supervisory level
• Experience / exposure to the hospitality industry would be an advantage

Skills and Knowledge

Know how:

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure F&B customers receive exceptional experiences.
• 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 client requests and requirements.
• Follows laid-down policies and procedures at all times, 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.

Core behavioral competencies.

• Problem-solving
• Decision-making skills
• Controlling people and non-people resources
• Planning
• Developing relationships
• Checking skills / Attention to detail
• Working with information (agreements, laws, regulations, statistics)
• Reviewing / evaluating information and data
• Clerical Administration skills
• Client service orientation

Technical / proficiency competencies

• F&B Product knowledge
• Stock control procedures.
• SHE legislative requirements
• English Written and verbal communication skills
• Numerical skills
• Pricing, product analysis
• Vendor Relationships
• Proficient computer skills (MS Office; Micros, IFS)

Key Performance Areas

Stock Control

• Maintain par levels of stock in the warehouse.
• Check and maintain all areas of the warehouse for cleanliness and proper stock storage
• Place orders in line with operational requirement, economical order quantities, authorization, and par levels.
• Check all deliveries against the order and document any necessary changes with respect to returns, price deviations, over/under deliveries.
• Conduct quality checks of stock received and provide feedback to the warehouse manager on all problems encountered with suppliers around the quality of products supplied.
• Submit all documents raised to the warehouse manager for review and authorization and maintain accurate records of all transactions and transfers in/out for various outlets.
• Supervise storage and rotation of stock (FIFO)
• Conduct daily inspections and checks including records of freezer temperatures for accuracy, completeness.
• Report on the deviations from the expected temperatures; log and follow-up on calls where maintenance needs to fix the freezers.
• Do daily spot checks on stock items and investigate any discrepancies to system figures.
• Participate in all mandatory stock takes according to procedure and investigate variances with explanations to the warehouse manager.
• Report weekly on the running of the inventory group for a specific areas / outlet (including problems entailed / stock shortages etc.)

Cost Control

• Report on price changes or deviations during the receiving of goods and capturing of invoices
• Raise the purchase order requisitions as per the F&B operations needs and par levels of warehouse
• Charge all stock issues to revenue and cost centers as soon as stock is physically moved, ensuring that the goods issued are exactly as charged and stock is issued according to procedure.
• Print picking lists for store man to gather stock for the outlets
• Develop inventory control models that promote lower cost of sales, shorter lead times and reduced stock losses

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

Client Engagement

• Maintain a good working relationship with other departments and staff members
• Liaise with Chefs, Floor and Outlet Managers with regards their requirements as well as new products, discontinued products, and any other relevant info with regards stock.

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All the best with your applications