Sun International Jobs

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Duty Manager Front Office

Job Reference Number: SI-125
Department: Rooms : Front Office
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Positions Available: 2
Salary: Market Related

The Maslow is looking for 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.

Job Description

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. **

Key Performance Areas

** Key outputs **   ** 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 **   **

Job 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 **

Equity

** Preference will be given to employees from the designated groups in line with the provisions of the Employmen ** t ** Equity ** Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. **

Rooms Division Manager

Job Reference Number: SI-123
Department: Rooms : Royal Sibaya Hotel
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Positions Available: 1
Salary: Market Related

Sibaya provides a uniquely exciting and memorable gaming and entertainment experience, we are a passionate Team that takes pride in everything we do & we ensure that our guests & staff are treated with dignity and respect. Sibaya is looking for Rooms and Division Manager who will continue to provide a thrilling and excellent service to our guest and people.

Job Description

Main Purpose of the job:

The Rooms Division Manager of the hotel portfolio will be responsible and accountable for the planning, management, delivery and governance of the rooms division teams and processes (including the front office, guest relations, and management of outsourced housekeeping and laundry business partners) for the two Sibaya hotels, ensuring a hotel product and assets that are well maintained and secure with the aim of driving exceptional customer experiences, maximizing hotel revenues and occupancies, maintaining hotel standards, and ensuring synergy between these departments is achieved.

 The role will collaborate with Central Office and Business Unit leadership teams; leveraging partnerships with relevant stakeholders and managing relationships with key stakeholders and guests to ensure the acquisition and retention of hotel business and return business, optimizing the use of people, processes, and technology to achieve objectives and focusing on high levels of operational compliance in line with budgets and legislative requirements. The role will also focus on building and enabling solid and engaged talent and management to support the sustainability of business operations and enable the business strategy to be achieved.

Job Requirements

Education, Experience, and competencies required:  

• Diploma in Hospitality Management
• Degree in business management is an advantage.
• 10 years’ experience in the hospitality industry including:
• Experience in “5 star” hotel room product and service standards
• Experience in leading and inspiring teams
• Experience in managing Business Partners and Service Level Agreements
• Thorough understanding of legislation (SHE / LRA/ risk management)

Key Responsibility Areas

• Provide a clear plan of the operating objectives, targets, and deliverables for various functional areas (including plans for the front office, laundry, concierge, and housekeeping operations). This will involve collaborating closely with the management team across the business to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy.
• Facilitate the programme management and achievement of deliverables in all rooms, housekeeping and laundry areas.
• Oversee the management of check-in and check-out customer processes at the front desk, guest relations services, as well as dealing with and resolving escalations and any special requests from customers.
• Critically evaluate product offerings, pricing and yield management across rooms areas and manage the improvement and innovation of products and offerings in line with leading practice, ensuring that the hotel builds a CVP that is relevant, innovative, and fresh
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around PoPI, and the Consumer Protection Act
• Drive a SHE management culture and ensure all staff are trained in these standards.
• Identify any risks to the business and manage and monitor remedial actions.
• Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets including conducting meet-and-greet’s; and entertaining whenever required.
• Keep up to date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, Review Pro, Inquba and manage responses / communication on escalated issues with relevant guests.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in rooms operating areas.
• Critically evaluate and monitor the quality of products, service offerings and displays across the hotel to ensure standards are aligned with the “Sun” brand.
• Oversee the management, procurement, distribution and storage of operating stock and assets in housekeeping, including linen inventory, cleaning chemicals, and amenities.
• Oversee the cleaning, storage, and distribution of uniforms.
• Facilitate and manage valet and turn down services for hotel staying guests.
• Oversee the planning and integrated management of projects in rooms operating areas and across the complex e.g., refurbishments.
• Develop a strategy and special product offerings for VIP guests, long-stay guests, and special occasions.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures.
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for the hotel and other business areas.
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives.
• Relationship agreements with key suppliers, retailers, business partners and sponsors are built, negotiated, and managed to achieve the business objectives and leverage new opportunities and joint initiatives.

Groups & Events Billing Co-Ordinator

Job Reference Number: SI-115
Department: Mrk – REs : Group Entertainment, ENT
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Temp
Positions Available: 1
Salary: Market Related

The Group & Events Billing Coordinator position has become vacant in the Convention Centre Department.

Job Description

Job Purpose

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

Key Performance Areas

Co-ordinated Groups and Events

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

Delivered Customer Experiences

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

Job Requirements

Education

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

Experience

• 1 – 2 years experience in an events environment

Skills and Knowledge

• Analysing
• Sourcing information
• Dealing with Customers
• Connecting and Interacting
• Taking ownership
• Responding with urgency
• Collaborating
• English Verbal & Written Communication skills
• Numerical skills
• Financial awareness
• Emotional resilience and ability to handle pressure
• Proficient Computer Skills (MS Office / Opera)
• Professionalism

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. 

Food & Beverage Manager

Job Reference Number: SI-83
Department: F&B : Management, PAL
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Positions Available: 1
Salary: Market Related

The Food & Beverage Manager position has become available at the Palace (Sun City Resort). The incumbent must have a minimum of five (5) years of experience in Hospitality Food & Beverage. They must be mobile and have the ability to work shifts as per operational requirements.

Job Description

Responsible for the effective day-to-day management of Food & Beverage operations (including restaurants, beverage operations and food and beverage service in the casino operations), with specific regard to:
· achieving profitability in specific outlets
· improving of standards of operation
· maximising customer satisfaction
· facilities and product maintenance and enhancement
· ensuring all F&B operational efforts on the casino floor achieve the F&B strategy and objectives

Job Requirements

Qualification

• Grade 12/ Matric
• 3 Year Hotel School Diploma or equivalent National qualification at Diploma level

Experience Required

• 9-10 years in the food and beverage industry of which at least 5 years are at a management level

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Mobility and ability to move around as per job requirements (including with the use of aids)

Core  behavioural competencies

• Decision-making
• Motivating others/ gaining co-operation
• Training; coaching; keeping abreast of new developments in field
• Analysing / Diagnosing performance of the outlet / product performance
• Reviewing – Assessing feasibility; assessing compliance; efficiencies
• Appraising / Developing Others including evaluating for recruitment, performance, coaching and training
• Controlling people and non-people resources
• Influencing & negotiating skills

Technical / proficiency competencies

• Food & Beverage Cost and revenue management
• Food & Beverage Product Knowledge
• Financial management
• Team Planning
• Operational Management
• Product Analysis & Development
• Stock control
• Intermediate Computer Skills
• Micros / Opera is preferred

Key Performance

F&B Strategic Planning

• Understand the Group F&B strategy and align Unit F&B strategy
• Develop strategic objectives for the Unit’s F&B deliverables
• Facilitate the project management and achievement of milestones of F&B deliverables
• Direct F&B product analyses and benchmark with leading F&B trends
• Identify and investigate new F&B opportunities for the property
• Direct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally
• Manage and allocate people and operational resources
• Facilitate marketing plans relative to promotions and strategies
• Align strategies with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property

F & B Revenue Optimisation

• Establish revenue targets per outlet to track performance on a daily basis
• Develop business action plans and promotions to capitalize on revenue and drive incremental revenues
• Leverage off suppliers to drive value add promotional activity

Product Development

• Complete a competitor analysis of food, beverage and conferencing products 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
• Budget and direct the implementation of approved projects
• Measure ROI and performance on a regular basis
• Share unit successes with other operations

F & B Standards & Governance

• Oversee F&B standards and processes at a unit level
• Integrates Group standards into Unit Operations
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each department 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
• Drive 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

• Lead and motivate F&B employees and promote positive working relationships, direction and support
• Lead and oversee departmental communication ensuring employee and management interaction
• Measure and develop strategies to enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management
• Ensure competent levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan to build the future food and beverage talent pipeline
• Performance Manage and coach reporting managers to ensure KPA’s are achieved
• Manage employee relations within the F&B function (monthly meetings with Union – formalised, minuted, issues
  addressed).

Financial Management 

• Budget forecasts & control
• Motivate and manage Capex requirements
• Complete 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

F & B Promotions & Marketing

• Liaise with Marketing to drive banqueting sales and marketing and promotional F&B activities
• Build collateral with marketing to position promotions to the external market
• Conduct post-mortem and analysis of promotions
• Calculate ROI

Reporting

• Consolidation monthly Financial Reports for the entire food and beverage operation including consolidated views of:
• Salary forecast vs actuals – salary monthly forecast to be based on rosters. Track and monitor salary cost in relation to revenue achieved daily and make adjustments throughout the month to bring salary cost in line as a percentage of revenue.
• Absenteeism – actively manage and report on absenteeism in line with company policy, rules, and regulations
• Productivity – covers per hour/drinks per hour needs to be monitored daily to ensure staff are operating at the required level to achieve and exceed budgeted revenues with remedial action taken when not tracking on target.
• Sales targets – report on variation to set sales targets in line with staff productivities and revenues. Report on remedial action taken when targets not met.
• Labor brokers – report on the use of labour brokers and various against productivities

Customer Relationship Management

• Develop a CVP in line with the unit strategy and marketing/ guest feedback
• Deal with any escalations / complaints
• Frequent Interaction with guests (especially VIP’s)
• Supports VIP services in various initiatives i.e. functions, events
• Communicates customer standards to department for implementation
• Monitors customer standards and addresses gaps
• Be present and provide management support in F&B outlets and operation when required

Stakeholder relationship management

• Attends meeting as per schedule
• Informs department / staff of information required to perform the duties and restaurant 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 and challenges within the restaurant
• Maintains regular communication with all relevant stakeholders with regards progress, issues, changes, etc.
• Provides feedback on operations to Group F&B on initiatives, performance, concerns, etc.

Receptionist

Job Reference Number: SI-106
Department: Rooms : Front Office
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Positions Available: 1
Salary: Market Related

We are excited to advertise our Receptionist vacancy at Golden Valley Casino. Situated in the picturesque Breede River Valley, and only an hour’s drive from Cape Town, the Golden Valley Casino is one of the most intimate casinos in the Western Cape.

Job Description

Job Purpose

The receptionist is responsible for being the point of contact for guests, facilitating the check-in and check-out processes of the hotel, upselling of rooms and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

Prepared Work Station

* 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

Delivered Reception Services

* Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times

* Interact with guests and complete procedures on guest’s check-in and check-out of the hotel; including cutting of keys; preparing bills and taking payments, etc.

* Take and pass on messages to guests ** Deal with special requests from guests (like booking theatre tickets or storing valuable items)

* Inform guests of the services and accommodation rates in the hotel

* Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.

* Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.

* Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended to promptly to keep the hotel business running

* Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.

* Administer own float and conduct cash-ups at the end of the shift.

* Be present at the reception desk and maintain proper decorum at all times

* Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions.

Customer Engagement

* Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times

* Interact with guests and provide professional service standards and relevant solutions

* Identifies customers and understand their preferences

* Educate customers on business unit facilities, products and current promotions

* Handle any customer complaints, requests and / or suggestions to resolution,escalating if necessary

Job Requirements

Education

* Grade 12 

Experience

* 2 years experience in a customer service environment, preferably in a hotel environment 

Skills and Knowledge

* Ability to work shifts that meet operational requirements 

* Physically able to move around, and stand for extended periods of time

* Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

* Knowledge of an additional language (relevant to market) is an advantage *

Supervisor FB

Job Reference Number: SI-109
Department: F&B : Banqueting
Industry: Hotel/Catering/Hospitality/Leisure
Job Type: Permanent
Positions Available: 1
Salary: Market Related

The Maslow is looking for an F&B Supervisor who will be 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

Job Description

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. **

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 and 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, d�cor, 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. ** 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. **

Job Requirements

Education

** 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

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

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