Sun International Vacancies

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

CCTV Technician (Re-advertised)

Job Purpose

Responsible to maintain electronic Surveillance and Security Systems in accordance with company standards and gaming regulations

Education

Technical Certificate / Diploma – N4 / T2 minimum

Experience

2 Years in a CCTV / IT environment preferred

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Analytical skills
• Checking
• Attention to detail
• Following Instructions

Key Performance Areas

    Surveillance System Installation & Maintenance

• Installs surveillance system and equipment layouts
• Maintains CCTV equipment
• Identifies, troubleshoots and rectifies causes of faults
• Installs and tests CCTV components
• Plans and implements CCTV related installations/ moves for other gaming departments
• Liaises with legislative authorities and ensures sign off as required (Application process)

    Inventory Control

• Plan and order stock
• Receive stock
• Store and secure stock
• Tidy stock room
• Document stock movement and capture into the system
• Implement a standardised process for receipt handling, storage, dispatch and disposal of surveillance system components / inventory.
• Identify potential and alternative suppliers of equipment to create alternative cost saving solutions; and escalate relevant solutions to management
• Maintain communication channels with suppliers to ensure they are aware of SI standards and procedures
• Purchase and maintain par stock levels as per business requirements and as per budget (stock on hand and obsolete stock).
• Maintain stores environment in a neat and orderly manner
• Capture and ensure data Is updated in the system
• Conduct stock control and audits on a monthly basis according to standards and procedures.
• Identify and escalate any anomalies or variances to management

VIP Personal Host

Job Purpose

Job purpose 

• The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relations with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations

Education

Education 

• Grade 12
• 3-Year Tertiary qualification in marketing is an advantage 

Experience

Experience 

• Minimum of 5 years’ experience in a guest relations or sales field within the gaming and hospitality environment, including a year’s experience in a supervisory or management  

Skills and Knowledge

Skills and Knowledge

• Deciding
• Planning
• Building & Developing relationships
• Problem-solving
• Influencing
• Encouraging co-operation
• Selling
• Dealing with customers
• Conflict handling skills
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality 
• Advanced Written and Verbal English communication skills
• CRM systems
• Proficient computer skills – MS Office
• Negotiating skills
• Networking skills
• Telephone skills
• Knowledge of Sun International
• Knowledge of gaming industry
• Manipulation of system data 

Key Performance Areas

Key Performance Areas

VIP Customer Relationship Management  

• Act as a host in the Prive or Private gaming areas whilst the customer is engaged in play
• Check product and service standards in Prive operating areas and ensure all necessary checks are performed 
• Co-ordinate transport for designated MFV customers as and when required
• Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build and secure business, as per SOP 
• Handle any complaints, disputes and suggestions and escalate when required
• Co-ordinate and arrange for customer excursions, activities and requirements during their stay
• Prepare hotel rooms and welcome packs for designated VIP customers 
• Attend to incoming  customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay on-site
• Establish guest needs and plan / action as per guest status
• Manage customers’ requests and all inbound calls to resolution
• Answer all customer queries in a prompt and professional manner
• Personalise the services and offerings in line with customer preferences
• Actively manage customer profiles in CRM
• Leverage off direct marketing offers in order to encourage an increase in visitation by VIP customers to the property
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice 
• Host and entertain VIP gaming customers as required 
• Manage VIP customers using CRM in line with acquisition and / or retention 
• Maintain the confidentiality of customer’s information in all gaming and CRM systems
• Recognise customers on special occasions including birthday and other important dates.  

Delivered Customer Acquisition New & Reactivation Plans

• Work within current business strategies and recognize potential opportunities for new business and customer acquisition
• Conduct a competitor analysis to identify gaps and opportunities for new and reactivation customer  acquisition initiatives
• Attend gaming events with acquisition customers to raise awareness around the property’s brand and VIP program, as required
• Acquire leads received via the Bally Live Floor View system and respond to these leads 
• Leverage existing relationships with the potential to acquire and move clients to SI properties
• Manage VIP customers using CRM in line with acquisition targets 

Delivered Customer Retention & Growth Plans

• Plan, co-ordinate and attend VIP gaming events to build and grow relationships with key VIP customers
• Develop relationships with clients to retain and grow customer loyalty within the operation through the development, maintenance and implementation of the VIP program, selling products, services and experiences relevant to the customer Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
• Manage specific VIP customer accounts including developing customer accounts to increase customer visits and promote revenue growth in all areas of the business
• Manage VIP customers using CRM in line with retention targets  

¿VIP Administration & Reporting

• Accurately update clients’ CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
• Complete all relevant data in a common departmental drive in relation to new and “hot” players
• Log records of all customer activity and communications into the CRM system  Record ROI’s and complete “Event input template” for all functions and VIP initiatives 
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues 

Stakeholder Relationship Management

• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Update hotel operations timeously of any changes to billing requirements Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
• Continuously engage with clients to establish and grow loyal relationships for SI Coordinates the distribution of information to all relevant departments on the property
• Attends gaming and VIP meetings and provide relevant feedback and information to management and the department 

F&B Supervisor: Banqueting -Readvertised

Job Purpose

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

Education

• Matric / Grade 12 
• 3-Year Hotel School Diploma or equivalent national qualification in hospitality at Diploma level

Experience

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

Skills and Knowledge

Core behavioural competencies

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

Technical / proficiency competencies

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

Key Performance Areas

Shift Supervision

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of  complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the outlet
• Cash-ups at the end of the shift

Food & Beverage Product Offering

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

Conferencing product

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

People Supervision

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

Financial Control

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

Delivered Customer Experience

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

Front Office Supervisor (Re-Advertised)

Job Purpose

The Front Office Supervisor 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. The role will also oversee and handle reservations for the hotel.

Education

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

Experience

• Minimum of 3 years’ experience in a front office or reservations environment
• Previous experience in a supervisory or duty management role in a similarly graded star hotel is an advantage

Skills and Knowledge

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

Key Performance Areas

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

Guest Relations Officer (Re-Advertised)

Job Purpose

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

Experience

• Front desk experience is essential
• 2 years’ experience in a customer service environment

Skills and Knowledge

• ·        Ability to work shifts that meet operational requirements
• ·        Physically able to move around as per job requirements
• ·        Have an open attitude to perform similar functions to those contained in the job description, in alternative outlets due to operational requirements
• ·         OE usage and storage
• ·        Hotel Product Knowledge (facilities and activities)
• ·        Communication skills
• ·        Basic PC skills
• ·        Driver’s license code 10 essential, PDP added advantage
• ·        Proficient in English language command
• ·        Dealing with Customers
• ·        Problem solving
• ·        Developing relationships
• ·        Collecting information
• ·        Ability to verbally relay information
• ·        Team Co-operations

Key Performance Areas

• 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
• check in/ check outs and normal day to day operations.
• 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
• Greet all guests with a friendly smile, acknowledge on arrival, and departure and always treat guests with respect
• 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 always maintain proper decorum.
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

Surveillance CCTV Technician

Job Purpose

JOB PURPOSE:

Responsible to maintain electronic Surveillance and Security Systems in accordance with company standards and gaming regulations.

Education

MINIMUM QUALIFICATION

• Technical Certificate / Diploma – N4 / T2 minimum
• PSIRA C grade accreditation

Experience

MINIMUM JOB-RELATED EXPERIENCE

• 2 Years in a CCTV / IT environment preferred

Skills and Knowledge

SKILLS AND KNOWLEDGE

• Problem Solving
• Collecting Information (listening; asking questions)
• Analytical skills
• Checking
• Attention to detail
• Following Instructions
• Surveillance Systems & equipment installations
• Surveillance Systems & equipment evaluations and repair

Key Performance Areas

KEY OUTPUTS:

 Surveillance System Installation & Maintenance

• Installs surveillance system and equipment layouts
• Maintains CCTV equipment
• Identifies, troubleshoots, and rectifies causes of faults
• Installs and tests CCTV components
• Plans and implements CCTV related installations/ moves for other gaming departments
• Liaises with legislative authorities and ensures sign off as required (Application process)

 Inventory Control

• Plan and order stock
• Receive stock
• Store and secure stock
• Tidy stock room
• Document stock movement and capture into the system
• Implement a standardised process for receipt handling, storage, dispatch and disposal of surveillance system components / inventory.
• Identify potential and alternative suppliers of equipment to create alternative cost saving solutions; and escalate relevant solutions to management
• Maintain communication channels with suppliers to ensure they are aware of SI standards and procedures
• Purchase and maintain par stock levels as per business requirements and as per budget (stock on hand and obsolete stock).
• Maintain stores environment in a neat and orderly manner
• Capture and ensure data is updated in the system
• Conduct stock control and audits on a monthly basis according to standards and procedures.
• Identify and escalate any anomalies or varWork Conditions and Special Requirements:
• No previous criminal record (not including traffic related offences)
• Ability to work shifts that meet operational requirements
• Ability to work at heights and in confined spaces
• Ability to utilise specialised tools and machinery e.g. cherry picker
• iances to management

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

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.

VIP Personal Host – Readvertised

Job Purpose

The VIP Personal Host is responsible for implementing the end-to-end VIP customer program and is the single point of contact for all Hosted and VIP customers. The role needs to acquire, build and retain relations with VIP gaming customers in order to grow VIP business and achieve or exceed revenue and visitation targets, in line with Company policy and regulations.

Education

• Grade 12
• 3-Year Tertiary qualification in marketing is an advantage

Experience

• Minimum of 5 years’ experience in a guest relations or sales field within the gaming and hospitality environment, including a year’s experience in a supervisory or management.
• VIP experience (added advantage)
• May be required to work irregular hours in line with operational requirements.

Skills and Knowledge

Core behavioural competencies

• Deciding
• Planning
• Building & Developing relationships
• Problem-solving
• Influencing
• Encouraging co-operation
• Selling
• Dealing with customers
• Conflict handling skills
• Energetic positive individual with great interpersonal skills and an ability to handle confidentiality

Technical / proficiency competencies

• Advanced Written and Verbal English communication skills
• CRM systems
• Proficient computer skills – MS Office
• Negotiating skills
• Networking skills
• Telephone skills
• Knowledge of Sun International
• Knowledge of gaming industry
• Manipulation of system data

Key Performance Areas

VIP Customer Relationship management

• Act as a host in the Prive or Private gaming areas whilst the customer is engaged in play
• Check product and service standards in Prive operating areas and ensure all necessary checks are performed
• Co-ordinate transport for designated MFV customers as and when required
• Conduct meet and greet processes for VIP customers on arrival and departure from the property and at special events to build and secure business, as per SOP
• Handle any complaints, disputes and suggestions and escalate when required
• Co-ordinate and arrange for customer excursions, activities and requirements during their stay
• Prepare hotel rooms and welcome packs for designated VIP customers
• Attend to incoming customer needs or queries e.g. hotel bookings, restaurant bookings, Sun-extra player offers, transport prior to arrival and also during their stay on-site
• Establish guest needs and plan / action as per guest status
• Manage customers’ requests and all inbound calls to resolution
• Answer all customer queries in a prompt and professional manner
• Personalise the services and offerings in line with customer preferences
• Actively manage customer profiles in CRM
• Leverage off direct marketing offers in order to encourage an increase in visitation by VIP customers to the property
• Obtain feedback from clients with regards their experience
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Host and entertain VIP gaming customers as required
• Manage VIP customers using CRM in line with acquisition and / or retention
• Maintain the confidentiality of customer’s information in all gaming and CRM systems
• Recognise customers on special occasions including birthday and other important dates.

Delivered Customer Acquisition New & Reactivation Plans

• Work within current business strategies and recognize potential opportunities fo new business and customer acquisition
• Conduct a competitor analysis to identify gaps and opportunities for new and reactivation customer acquisition initiatives
• Attend gaming events with acquisition customers to raise awareness around the property’s brand and VIP program, as required
• Acquire leads received via the Bally Live Floor View system and respond to these leads
• Leverage existing relationships with the potential to acquire and move clients to SI properties
• · Manage VIP customers using CRM in line with acquisition targets

Delivered Customer Retention & Growth Plans

• Plan, co-ordinate and attend VIP gaming events to build and grow relationships with key VIP customers
• Develop relationships with clients to retain and grow customer loyalty within the operation through the development, maintenance and implementation of the VIP program, selling products, services and experiences relevant to the customer
• Utilise customer recognition triggers to enhance customer experiences for relevant VIP customers
• Communicate and conduct regular follow-ups with existing and potential VIP gaming clients to maintain the relationship
• Manage specific VIP customer accounts including developing customer accounts to increase customer visits and promote revenue growth in all areas of the business
• Manage VIP customers using CRM in line with retention targets

VIP Administration & Reporting

• Accurately update clients’ CRM profiles with preferences and update Casino Management Program (CMP) on an ongoing basis in order to maintain data integrity
• Complete all relevant data in a common departmental drive in relation to new and “hot” players
• Log records of all customer activity and communications into the CRM system
• Record ROI’s and complete “Event input template” for all functions and VIP initiatives
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues

Stakeholder Relationship Management

• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Update hotel operations timeously of any changes to billing requirements
• Build relationships with business partners and service providers to be leveraged to mutual benefit in building customer relationships
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Attends gaming and VIP meetings and provide relevant feedback and information to management and the department

Click here to apply

All the best with your applications.