Job Description

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 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. **
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; food and beverage and waterparks (where relevant) offerings throughout the operational complex. ** Oversee the management of the cr?che facility, ensuring the operation 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 complex. ** Facilitate 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. ** 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 "Sun" 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 Group 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 / promotions (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. **
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
** 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 ** 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 & Financial Acumen ** Report writing ** Contract management ** Knowledge and application of legislation relating to Safety, Health and the environment **
Equity
** Preference will be given to employees from the designated groups in line with the provisions of the Employmen ** t ** Equity ** Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. **

Sun International