Operations Duty Manager

Temporary

Operations Duty Manager (Temporary placement) – N/A11284

Code/Reference:
N/A11284

Applications accepted until:
2020-12-17

Number of Openings
1

Unit:
GrandWest
Location:
Cape Town
Job Purpose
The 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 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.
Education

3-Year Hotel School Diploma or equivalent

Experience:

Minimum of 5 years€™ experience with 3 years management experience in the hospitality / retail industry
Previous experience in duty management is an advantage

Skills and Knowledge
Core behavioural competencies

Analytical skills
Attention to detail
Working with information (agreements, laws, regulations, statistics)
Reviewing / evaluating information and data
Decision-making
Planning
Influencing & Advising skills
Emotional resilience
Customer centric
Networking and relationship building
Innovation & continuous Improvement

Technical competencies

Corporate & industry knowledge
Quality Assurance
Retail brands and offerings
F&B Product knowledge & standards
Labour & risk legislation
English written and verbal communication skills
Proficiency in MS Office Suite; Opera; Micros & Revenue Management System
Business Acumen
Financial Acumen
Report writing
Contract management
Knowledge and application of legislation relating to Safety, Health and the environment

Work Conditions & Special Requirements

Must be able to work shifts in line with operational requirements (including weekends and public holidays)

Key Performance Areas:
Operations Management

Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer€™s journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation
Monitor the operation to ensure that it is secure and meets all regulatory requirements
Conduct 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
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 operation
Facilitate and be available to ensure the overall smooth running of events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
Oversees staff appearance and front of house appearance/ functioning of equipment and systems
Maintain Operational standards across the property (e.g. housekeeping, maintenance, etc)
Follows up on any maintenance / technical equipment fault logging with the Technical departments until resolution
Ensure the collateral in public areas is professionally presented
Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally
Complete shift report

Operational Product Offering

 Make recommendations of improvements to products and service offerings in line with trends in the industry ensuring that the product offerings are innovative and fresh
Recognize 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
Monitor products, service offerings and displays across the operation to ensure standards aligned    with the €œSun€ brand
Monitor customer service feedback with regards quality and service across the operation
Measure success and return on investment of products and services and identify issues and challenges when not achieved

Compliance Management

Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance
Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with SHE standards
Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand
Maintains records on licencing entitlements and compliance management
Monitor audit results for service providers and retail tenants
Monitor the storage of stock and operating equipment and processes
Collaborate 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

 Customer Experience Management

 Ensures that guests are treated with courtesy and respect at all times
Interact with guests and provide professional service standards and solutions
Handle any escalated complaints, disputes and suggestions as required
Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice
Be present on the floor during service / promotions or functions
Conduct staff training on product knowledge (including promotion information, functions, facilities, etc)
Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
Monitor 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
Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.

Tenant & Service Provider Management

Provide input to the selection of various suppliers and retail tenants across multiple areas (including F&B, retail shops) including around product, quality and pricing
Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.
Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements
Monitor and manage the performance of tenants in line with contractual deliverables
Communicate on a regular basis and maintain the relationships with tenants and service providers
Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of Sun properties
Assist with resolving obstacles that may need to be addressed to achieve results
Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved, and sustained.

Stakeholder Relationship Management

 Provides relevant guidance and support to operational teams and stakeholders
Maintain relationships with service providers and retail tenants currently in partnership with Sun
Informs department / staff of information required to perform the duties and relevant operation effectively
Communicates department€™s objectives, standards and operating procedures to internal and external service providers as per SLA
Communicates any special guest requirements or events to other relevant operating departments
Provides 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

NOTE:

The appointment of a candidate is at Sun International’s sole discretion, taking into account factors which Sun International considers relevant, including but not limited to Sun International’s employment equity plan.

Please note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application was unsuccessful.

Please note further that by applying for this position, you consent to Sun International “processing” your “personal information” as these concepts are defined in Protection of Personal Information Act 4 of 2013 as well as to Sun International conducting various reference checks and/or confirming the accuracy of information provided by you.
Equity:
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.