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
Job Purpose
The Operations 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 business unit 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.
Key Performance Areas
Operations Management Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer’s journey from arrival at the front entrance, transport, switchboard, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
Oversee the management of the crèche facility, ensuring the operation is secure and meets all regulatory requirements.
Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience.
Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience. Compile plans and manage the execution of any new projects and offerings across the complex.
Facilitate and be available to ensure the overall smooth running of large events, shows, entertainment, promotions, etc. including traffic control, 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 report.
Operational Product Offering
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.
Recognize and provide insights on trends, barriers, risks and opportunities that may impact the business within the retail environment and service level agreements with service providers.
Monitor products, service offerings and displays across the operation to ensure standards aligned with the “Sun” brand.
Monitor customer service feedback with regards quality and service across the operation.
Measure success and return on investment of products and services and identify issues and challenges when not achieved.
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.
Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with Group standards.
Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand.
Maintains records on licencing entitlements and compliance management.
Monitor audit results for service providers and retail tenants.
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).
Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective.
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.
Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.
Tenant & Service Provider Management
Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing.
Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements.
Monitor and manage the performance of tenants in line with contractual deliverables.
Communicate on a regular basis and maintain the relationships with tenants and service providers.
Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of Sun properties.
Assist with resolving obstacles that may need to be addressed to achieve results.
Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.
Stakeholder Relationship Management
Provides relevant guidance and support to operational teams and stakeholders.
Maintain relationships with service providers and retail tenants currently in partnership with Sun.
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, and the retail and recreational operation.
Requirements
Education
3-Year Hotel School Diploma or equivalent
Experience
Minimum of 5 years’ experience with 3 years management experience in the hospitality / retail industry Previous experience in duty management is an advantage.
Skills and Knowledge
Analytical skills
Attention to detail
Working with information (agreements, laws, regulations, statistics)
Reviewing / evaluating information and data
Decision-making
Planning
Influencing & Advising skills
Emotional resilience
Customer centric
Networking and relationship building
Innovation & continuous Improvement
Corporate & industry knowledge
Quality Assurance
Retail brands and offerings
F&B Product knowledge & standards
Labour & risk legislation
English written and verbal communication skills
Proficiency in MS Office Suite; Opera; Micros & Revenue Management System
Business & Financial Acumen
Report writing
Contract management
Knowledge and application of legislation relating to Safety, Health and the environment
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Apply via company website ( https://www.suninternational.com/ ) or