Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
Description
Job Purpose
The Events Operations Manager is accountable and responsible for the effective day to day management and delivery of the Events operations team in the end-to-end planning, management and delivery of Groups and leisure events across the resort, including the retention and management of the customer relationship, with the ultimate objectives of acquiring and developing the conferencing events business for the property to meet financial and revenue targets; in line with Sun standards and legislative requirements.
Key Performance Areas
Delivered Events Operations Plan
Develop events and conferencing objectives and deliverables in line with Unit strategy
Compile and update the events calendar and roadmap for the business unit over a 12–18-month period
Facilitate the communication and implementation of events and conferencing deliverables and forecasted events and business for the resort with team members, resort leadership and Group management
Events Operations Management
Oversee co-ordination and management of pre-conferencing meetings and feed-back information to relevant stakeholders, to ensure planning is aligned to customer expectations.
Attend pre-conference meetings when required for large scale events
Provide client with relevant solutions / options and pricing for conferencing that are innovative and in line with industry trends
Approve the documentation and confirm function set-up and requirements
Resolve escalated requests and obtains approval on costs that exceed agreed terms when required
Follow-through on progress with team on a regular basis and facilitate communication with relevant stakeholders to ensure timeous delivery of agreements and plans in line with agreed SLA
Events Standards & Governance
Oversee the development and updating of standards and processes for events operations, ensuring these are communicated and audited on a regular basis.
Manage internal audit processes and conduct quality assurance to ensure procedural compliance, especially around the administration and planning of events, and system updates, etc.
Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any risk to the business.
Drive a culture of quality standards, ethics and governance and ensure all staff are competent in relevant legislation and regulatory standards to deliver against those standards.
Oversee the development and availability of standards, processes, methodologies and practice aids for events operations team – ensuring they are created, updated and communicated
Oversee data integrity, system data quality standards.
Highlight and address any issues of non-compliance with relevant staff
People Management
Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Identification of employee training needs
Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
Manage employee relations within the department
Staff communication and motivation
Performance management, contracting, reviews and development
Financial Control
Control of the financial budget and expenses for the Internal Sales function including:
Monitoring of an Internal Sales Budget
Cost management in line with defined budget
Manage that deposits on events are received and reconciled
Financial analysis and reporting on Internal Sales business quoted versus converted leads
Provide input into pricing of events and packages
Stakeholder Relationship Management
Develop and sustain strong professional relationships with key internal stakeholders and management as well as external suppliers
Interact with Internal and Group Sales teams with event briefs, client expectations and forecasted business
Manage the relationship with PCO’s, travel agents and tour operators to ensure business plans are aligned with expectations and delivery
Communicate with internal resort operations on events operations objectives, forecasted business and implementation, ensuring their full understanding for implementation
Keep relevant stakeholders up to date and is quick to alert stakeholders and / or team members should problems arise
Provides relevant guidance and support to Events operations teams
Implement, communicate and quality assured standards with events teams
Provide guidance to third party vendors to ensure correct product, pricing and quality standards are achieved in line with contracted deliverables and timeframes.
Participate in various forums with regards involvement of events operations as part of resort events
Customer Relationship Management
Ensure 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
Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc)
Provide post-mortem feedback with regarding promotions to ensure these are always relevant and effective
Shift handover ensuring that staff have sufficient insights and information with regards VIP customers visiting the property
Requirements
Education
3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level
Experience
7 years’ experience in events with a minimum of 5 years’ experience as an events manager in the hospitality industry.
Skills and Knowledge
Strong English Verbal & Written Communication skills
Business and Finance Acumen
Networking and Selling
Emotional resilience and ability to handle pressure
Proficient Computer Skills (MS Office / Opera / Micros)
Apply via company website ( https://www.suninternational.com/ ) or
al.mcidirecthire.com