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 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
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
Authorize 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, personalizing 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
Requirements
Education
3-Year Hotel School Diploma or National Qualification at a Diploma level.
Experience
Minimum of 3 years’ experience as a 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
Apply via company website ( https://www.suninternational.com/ ) or
al.mcidirecthire.com