Job Purpose<\/p>\n
\tThe Hotel 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 hotel operation ensuring that internal (SOP) and external\u00a0*(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.<\/p>\n
Key Performance Areas<\/p>\n
Deliver Sites Business Plan<\/p>\n
\tDevelop sites objectives and deliverables in line with departmental strategy
\n\tCompile and update the sites events calendar, sites index and roadmap for the business unit
\n\tFacilitate the communication and implementation of sites deliverables
\n\tConduct risk analyses i.t.o impact on short term profit margins
\n\tProvide clear delegation of authority and accountability for deliverables
\n\tCollaborate with Banqueting to complete a competitor analysis of events and conferencing facilities in property catchment areas including pricing comparisons
\n\tConduct product performance analyses \/ reviews and make recommendations to address opportunities and gaps
\n\tMotivate new product and service enhancements based on client feedback<\/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\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 all operations including service providers and business partners and address any non-compliance
\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\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\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<\/p>\n
People Supervision<\/p>\n
\tSupervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
\n\tIdentification of employee training needs
\n\tPerform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
\n\tSupervise employee relations within the hotel
\n\tStaff communication and motivation
\n\tPerformance contracting, reviews and development
\n\tAssist in providing resources and removing obstacles to performance
\n\tOnboarding of new staff members<\/p>\n
Stakeholder Relationship Management<\/p>\n
\tProvides relevant guidance and support to operational teams and stakeholders
\n\tMaintain relationships with service providers and business partners ensuring there is alignment on service requirements and standards
\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, housekeeping, maintenance, etc.<\/p>\n
Job Requirements<\/p>\n
Education<\/p>\n
\tGrade 12
\n\t3-Year Hotel School Diploma or equivalent<\/p>\n
Experience<\/p>\n
\tMinimum of 5 years experience with 3 years in a management position in the hospitality industry
\n\tPrevious experience in duty management is an advantage.\u00a0<\/p>\n
Work conditions and special requirements<\/p>\n
\tMust be able to work shifts in line with operational requirements (including weekends and public holidays)<\/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\tHousekeeping Product knowledge & standards
\n\tEnglish written and verbal communication skills
\n\tProficiency in MS Office Suite
\n\tBusiness Acumen
\n\tReport writing
\n\tContract management
\n\tKnowledge and application of legislation relating to Safety, Health and the Environment<\/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":[15],"job-types":[12],"class_list":{"0":"post-35822","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35822","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=35822"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35822"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35822"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}