Job Purpose<\/p>\n
\tThe 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.\u00a0<\/p>\n
Key Performance Areas<\/p>\n
\tOperations Management Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer\u2019s journey from arrival at the front entrance, transport, switchboard, retail interaction; food and beverage and waterparks (where relevant) offerings throughout the operational complex.
\n\tOversee the management of the cr\u00e8che facility, ensuring the operation is secure and meets all regulatory requirements.
\n\tConduct 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.
\n\tCollaborate 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.
\n\tFacilitate 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.
\n\tBe available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers.
\n\tOversees staff appearance and front of house appearance\/ functioning of equipment and systems. ** Maintain Operational standards across the property (e.g. housekeeping, maintenance, etc).
\n\tFollows up on any maintenance \/ technical equipment fault logging with the Technical departments until resolution.
\n\tEnsure the collateral in public areas is professionally presented.
\n\tAct as a Manager on Duty for all guest queries \/ concerns and resolve these efficiently and professionally.
\n\tComplete shift report.<\/p>\n
Operational Product Offering<\/p>\n
\tMake recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh.
\n\tRecognize 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.
\n\tMonitor products, service offerings and displays across the operation to ensure standards aligned with the \u201cSun\u201d brand.
\n\tMonitor customer service feedback with regards quality and service across the operation.
\n\tMeasure success and return on investment of products and services and identify issues and challenges when not achieved.<\/p>\n
Compliance Management<\/p>\n
\tCollaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved.
\n\tImplement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
\n\tConduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance.
\n\tMonitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with Group standards.
\n\tFacilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand.
\n\tMaintains records on licencing entitlements and compliance management.
\n\tMonitor audit results for service providers and retail tenants.
\n\tMonitor the storage of stock and operating equipment and processes.
\n\tCollaborate 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.<\/p>\n
Customer Experience Management<\/p>\n
\tEnsures that guests are treated with courtesy and respect at all times.
\n\tInteract with guests and provide professional service standards and solutions.
\n\tHandle any escalated complaints, disputes and suggestions as required.
\n\tEngage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice.
\n\tBe present on the floor during service \/ promotions or functions.
\n\tConduct staff training on product knowledge \/ promotions (including promotion information, functions, facilities, etc).
\n\tProvide post-mortem feedback with regards promotions to ensure these are always relevant and effective.
\n\tMonitor 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.
\n\tProvide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.<\/p>\n
Tenant & Service Provider Management<\/p>\n
\tProvide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing.
\n\tMake recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
\n\tParticipate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements.
\n\tMonitor and manage the performance of tenants in line with contractual deliverables.
\n\tCommunicate on a regular basis and maintain the relationships with tenants and service providers.
\n\tProvide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of Sun properties.
\n\tAssist with resolving obstacles that may need to be addressed to achieve results.
\n\tManage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.<\/p>\n
Stakeholder Relationship Management<\/p>\n
\tProvides relevant guidance and support to operational teams and stakeholders.
\n\tMaintain relationships with service providers and retail tenants currently in partnership with Sun.
\n\tInforms department \/ staff of information required to perform the duties and relevant operation effectively.
\n\tCommunicates department\u2019s objectives, standards and operating procedures to internal and external service providers as per SLA.
\n\tCommunicates any special guest requirements or events to other relevant operating departments.
\n\tProvides 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.\u00a0<\/p>\n
Requirements<\/p>\n
Education<\/p>\n
\t3-Year Hotel School Diploma or equivalent\u00a0<\/p>\n
Experience<\/p>\n
\tMinimum of 5 years\u2019 experience with 3 years management experience in the hospitality \/ retail industry Previous experience in duty management is an advantage.<\/p>\n
Skills and Knowledge<\/p>\n
\tAnalytical skills
\n\tAttention to detail
\n\tWorking with information (agreements, laws, regulations, statistics)
\n\tReviewing \/ evaluating information and data
\n\tDecision-making
\n\tPlanning
\n\tInfluencing & Advising skills
\n\tEmotional resilience
\n\tCustomer centric
\n\tNetworking and relationship building
\n\tInnovation & continuous Improvement
\n\tCorporate & industry knowledge
\n\tQuality Assurance
\n\tRetail brands and offerings
\n\tF&B Product knowledge & standards
\n\tLabour & risk legislation
\n\tEnglish written and verbal communication skills
\n\tProficiency in MS Office Suite; Opera; Micros & Revenue Management System
\n\tBusiness & Financial Acumen
\n\tReport writing
\n\tContract management
\n\tKnowledge and application of legislation relating to Safety, Health and the environment\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.suninternational.com\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Sun International","_company_website":"https:\/\/www.suninternational.com\/","_company_tagline":"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\u2019s 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\u2019s 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\u2019s 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\u2019ve created some the world\u2019s 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","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-20035","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20035","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20035"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20035"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20035"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}