Job Purpose<\/p>\n
\tOverall and direct responsibility and accountability for the strategic planning, management, delivery and governance of the day to day hospitality business unit functions, customer experience and business relationships with the aim of ensuring the property is well maintained and secure, and that synergy between functions across the property is achieved in line with customer experience standards, budgets and legislative requirements with the ultimate objectives of driving footfall, increasing revenue and managing any areas of risk.\u00a0<\/p>\n
Key Performance Areas<\/p>\n
\tDelivered Hospitality Business Plans
\n\tUnderstand the Group strategies and Unit strategy and operationalise strategic objective, targets and deliverables for the business unit in areas of F&B, Conferencing, the Hotel, SHE, retail and maintenance
\n\tCollaborate with GM and Group Retail Manager to build objectives and processes that will engage tenants and service providers in delivering retail and hospitality products and services in line with company standards
\n\tFacilitate the programme management and achievement of milestones of deliverables in all hospitality areas
\n\tMonitor market trends to understand consumer expectations and brand relevance including product, pricing and service provider offerings available in the market
\n\tConduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
\n\tProvide input into present and future hospitality products and services by determining and evaluating current and future consumer hospitality trends and promotions for the complex.
\n\tDevelop a plan around the customer experience at important touchpoints in the customer\u2019s journey from arrival at the front entrance, to the full hospitality interaction; food and beverage, retail and hotel experience throughout the complex.
\n\tCommunicate objectives and promotions to the team, business partners and key stakeholders to ensure optimal execution and synergy throughout the experience
\n\tElicit new business opportunities and leverage relationships to ensure cost efficiency; increase revenues, competitive edge and business growth ** 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
\n\tIdentify and investigate new opportunities to streamline, integrate and optimise processes and services for the property *Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property<\/p>\n
Operational Governance & Standards<\/p>\n
\tOversee the development and updated standard operating procedures and processes are developed, communicated and audited on a regular basis (within areas of responsibility)
\n\tManage internal audit processes and conduct quality assurance to ensure procedural compliance
\n\tResearch new technologies and alternative methods of efficiency to improve and streamline processes and products.
\n\tAlign practices with new legislative compliance around health, hygiene, safety and the environment
\n\tImplement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
\n\tConduct regular walkabouts of the business unit (including front of house and back of house areas) to ensure the business unit and grounds are aesthetically attractive and secure, and that there is compliance with various regulations and legislation
\n\tDrive a SHE management culture and ensure all staff are trained.
\n\tWork with internal stakeholders and business partners (maintenance, finance, HR, and security) to identify risk areas and address these making recommendations; changes and enhancements.<\/p>\n
Hospitality Operational Management<\/p>\n
\tReasearch and ecpand knowledge of local and international hospitality standards and products
\n\tCritically evaluate product offerings across the various hospitality functional areas (including hotels, F&B, conferencing, etc.), and manage the improvement and innovation of products and offerings in line with leading practice
\n\tMonitor quality of products, service offerings and displays throughout the complex tensure standards aligned with the \u201cSun\u201d brand
\n\tMeasure success and return on investment of products and services and identify issues and challenges when not achieved
\n\tAlign customer experiences and standards across functional areas and create synergy of standards throughout the unit
\n\tOversee the management of operational inventory, distribution and storage of operating equipment and facility layout.
\n\tDevelop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures
\n\tCollaborate and act as an advisor to the operational and management team with regards standards; procedures and product enhancement
\n\tOversee the planning and integrated management of projects in specific functional areas and across the complex e.g. refurbishments
\n\tBe available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and across the complex *Deal with and resolve escalations.<\/p>\n
Budget Management<\/p>\n
\tCollaborate with Financial Manager and Functional Managers to consolidate and report on the Financial status of the hospitality operations within the business unit including: \u00a0
\n\tSet and review budgets
\n\tRevenue management
\n\tCost control
\n\tCapex<\/p>\n
PIP and forecasting<\/p>\n
\tFinancial reporting on Revenue analysis, variances and revenue strategies for these areas *Initiate ideas and promotions to grow hospitality revenues * Monitor pricing across the complex, and address anomalies
\n\tMonitor productivities in areas of hospitality
\n\tReport on current and future business and revenues in areas of hospitality
\n\tConducts analyses and makes recommendations for optimisation of costs and introduce efficiencies without jeopardising services.
\n\tConduct analyses, to understand and control costs related to the management of tenants and business partner relationships
\n\tFinancial reporting on projects and initiatives<\/p>\n
People Leadership<\/p>\n
\tProvides direction and support to all functional management and employees with regard to operationalizing strategic deliverables *Provides motivation and leadership to promote positive working relationships
\n\tTrack, measure and enhance employee engagement
\n\tDrives a performance management culture
\n\tIdentify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management to build a solid talent pipeline
\n\tManage change processes and communication to ensure all employees and business partners are aligned on changes taking place across the business unit *Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job) *Source and Select talent as per EE plan
\n\tDrive the employee value proposition
\n\tPerformance Manage and coaching of reporting managers to ensure KPA\u2019s are achieved<\/p>\n
Customer Experience Management<\/p>\n
\tUnderstand customer experiences; trends and leading practice within the industry and apply these principles to Business Unit strategy, product offerings and experiences within own business operation
\n\tAnalyse and understand customer preferences and activity within own business operation using Business Intelligence tools. *Collaborate with unit EOC to operationalise the Customer experience strategy and tools within the operation to build a CVP that is relevant, innovative and fresh. *Drives the execution and delivery of the customer experience strategy within the operation
\n\tKeep up-to-date with customer feedback on relevant social media \/ guest feedback platforms viz Trip Advisor
\n\tManage response \/ communication \/ escalated issues to relevant guests *Identify key and critical customers within the business operation and maintains positive relationships with all clients, colleagues, gaming and sales networks
\n\tConduct meet-and-greet\u2019s; and familiarization trips; and entertain whenever required<\/p>\n
Stakeholder Relationship Management<\/p>\n
\tCommunicates with service providers and retail tenants with regards to strategic objectives operational and service standards, to ensure synergy in execution
\n\tCommunicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the \u201cfloor\u201d
\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 of Sun Central, including F&B, VOW, and the retail and recreational operation
\n\tParticipate in the sourcing and negotiating of business partner and vendor contracts for the business unit
\n\tMaintain regular communication with regards non-conformance; planned changes in procedures, standards; performance; etc.
\n\tManage interventions to optimise synergy, motivation and engagement of all parties
\n\tManage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.
\n\tCommunicate with hospitality teams across the complex to ensure they are aware of objectives and plans; and ensure regular communication to ensure an understanding of the feeling on the \u201cfloor\u201d
\n\tProvide feedback to management on challenges, concerns and recommendations for remedial action as well as future business opportunities *Present reports, analyses and results to management as required
\n\tBe available to deputise for General Manager in his \/ her absence *Work Conditions and Special Requirements *Ability to work shifts that meet operational requirements *Local Travel\u00a0<\/p>\n
Job Requirements<\/p>\n
Education<\/p>\n
\t3-Year B-Degree (Business Management or hospitality Management)\u00a0<\/p>\n
Experience<\/p>\n
\t10 years experience in the hospitality industry including:
\n\t4 years senior management experience in F&B management or hotel management
\n\tStrong understanding of rooms division management (Housekeeping \/ Front Office \/ Guest Relations)
\n\tExperience in managing Business Partners and Service Level Agreements
\n\tKnowledge of food & beverage services and standards
\n\tThorough understanding of legislation (SHE \/ LRA\/ risk management)\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":{"0":"post-33547","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33547","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=33547"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33547"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33547"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}