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
Main Purpose of the Job:
Responsible to provide exceptional, personalised customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering
Work Conditions and special requirements
Ability to work shifts that meet operational requirements
Physically able to move around as per job requirements
Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
Core Behavioral Competencies
Dealing with Customers
Problem solving
Developing relationships
Checking
Collecting information
Verbally informing
Team Co-operations
Technical / proficiency competencies
Knowledge
OE usage and storage
Waterpark, Operations and Hotel Product Knowledge (facilities and activities)
Communication skills
Skills
Basic PC skills
Basic knowledge of Opera
Key Performance Areas
Customer Service Preparation
Identify issues with regards to the Waterpark appearance/ functioning of equipment and systems
Check overall cleanliness of the Waterpark
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 Waterpark facilities, promotions, and activities
Service Execution
Greet all guests with a friendly smile, acknowledge on arrival, and departure and always treat guests with respect
Interact with guests and provide professional service standards and solutions to questions and enquiries
Assist in checking in VIP guests at Waterpark
Escort guests to VIP section and explain facilities
Attend promptly to customers’ inquiries and assist them with their needs.
Assist with answering the telephone at the concierge desk and porta cochere
Handle guest complaints and escalate when required.
Log the day’s activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
Be present and always maintain proper decorum.
Promotes and upsells the facilities of the Waterpark and knows the surrounding areas when asked for directions.
Stakeholder Relationship Management
Communicate and update the business unit and relevant departments with regards special requests.
Build effective internal relationships to ensure synergy of guest experience
Follow up with internal departments to ensure that guest requests are met on time
Job Complexity
Planning
Planning is generally on a daily to weekly basis within regular activity cycles.
Work within set policy, procedures, system parameters and internal controls
Manages one’s time and resources to ensure that objectives are achieved effectively and on time.
Decision Making
Interprets customer requirements in terms of services available and the applicable constraints
Takes initiative in making decisions which are made within limits of authority.
Considers all the facts, options and possible outcomes prior to making decisions.
Works independently, and is orientated towards solving customer queries.
Problem Solving
Takes ownership of customer requests and requirements.
Follows laid-down policies and procedures at all times.
Operates within rules, regulations, system parameters and internal controls.
Interprets customer requirements in terms of services available and applicable constraints.
Refers problems falling outside parameters to the team leader/manager for resolution.
Job Requirements
Education, experience and competencies required:
Matric / Grade 12
2 years’ experience in a customer service environment
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Apply via company website ( https://www.suninternational.com/ ) or