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
Responsible to supervise and monitor the MVG operation and team during the shift to ensure an exceptional guest experience at the MVG desk in accordance with company standards and gaming regulations.
Key Performance Areas
MVG Desk Supervision
Promotes Loyalty Programme and explains benefits
Clear understanding of the programme operations (Terms and conditions, programme mechanics)
Completes registers (e.g. lost cards, unclaimed monies, key, radio, etc)
Interact and be present at and around the MVG desk during service to understand and assist customers with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Promotes active customer engagement amongst the staff
Supervise staff appearance and floor appearance/ functioning of equipment and systems for the outlet
Report and resolve any issues experienced
Monitor the capturing of data into the loyalty management system
Supervise the control of stock and operating equipment as per SOP for the outlet(e.g. numbered stationery, registers, voucher books, MVG cards, collateral, etc)
Completes MVG admin paperwork
Completes and forwards customer transaction reports
Calculates and disburses discretionary/ complimentary spend
People Supervision
Manages employees to ensure that staff uniform, hygiene and appearance is maintained
Conducts performance contracting, reviews and development
Identifies performance gaps and conducts coaching and on job training
Identifies and addresses misconduct issues
Keeps records of coaching discussions
Delivered Customer Experience
Monitor service standards to ensure all guests are treated with courtesy and respect at all times, and that their individual needs are addressed
Up skill staff to ensure that they are fully fluent in details of current campaigns, promotions and gaming operational knowledge
Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
Drive MVG sign-ups through educating non-MVG customers on the floor with regards the MVG programme and its benefits
Report on any issues experienced and solutions executed
Requirements
Education
Grade 12, with at least Maths’s literacy
Certificate in PR/ Marketing would be an advantage
Experience
4 -6 years’ experience in a customer facing role, including supervisory experience preferably obtained in the gaming industry
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.
Apply via company website ( https://www.suninternational.com/ ) or
al.mcidirecthire.com