Job Description

Main Purpose of the job:
The Operations Duty Manager is responsible for the management and delivery of business services across the complex to ensure smooth, safe and secure property management operations, including paying special attention to areas of SHE, sustainability, grounds and gardens, public areas, transport, security, F&B and retail services. The role will promote the customer experience provided within the designated areas / departments ensuring these are professionally executed in line with Sun standards and legislative requirements.
The ops manager will resolve escalated client disputes / queries and manage stakeholders to create synergy between functions (including the delivery and relationships with outsourced retail business partners) with the aim of driving exceptional standards and maintaining a product that promotes great experiences for all customers visiting the property.
Duties and responsibilities include:

• Collaborate closely with the management team across the business to support the delivery of the Customer Experience strategy, evaluating any areas of risk and achieving operational targets
• Facilitate the programme management and achievement of deliverables in all operational areas identified
• Develop a plan around the customer experience at important touchpoints in the customer's journey from arrival at the front entrance, across operations; the customer's interaction with retail operators; as well as the security, public areas and grounds and gardens of the property
• 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
• Monitor retail market trends to understand consumer expectations and make recommendations of improvement to products and service offerings that align with the unit's brand including product, pricing, retail and service provider offerings available in the market
• Build and manage relationship agreements with key suppliers, retailers, business partners and sponsors to achieve the business objectives and leverage new opportunities and joint initiatives to ensure that planned benefits are achieved, and sustained
• Participate in auditing of retail operations, highlighting areas of concern and collaborating with tenant and service provider management to find a solution for improved excellence in product and service standards
• Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of the property
• Conduct regular walkabouts of the business unit (including front of house and back of house areas) and retail areas to ensure the business unit and grounds are aesthetically attractive and secure, and that there is compliance with various regulations and legislation
• Support the delivery of a SHE management and an environmental sustainability culture and ensure all staff are trained in the national standards
• Maintain public area facilities in accordance with standard operating procedures ensuring these areas reflect the attributes of the brand, including the resolution of housekeeping and maintenance issues
• Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionallyKeep up-to-date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, and manage responses / communication on escalated issues with relevant guests Identify risks to the business; conduct internal control self-audits and manage and monitor remedial actions specifically in the areas of SHE, sustainability, retail and security.
• Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers from arrival and throughout the complex; handling and resolving any escalations as required.

Minimum requirements (Education and Experience)

• Minimum of 2-Year Diploma in Business Management, property management, hospitality management or equivalent
• 5-8 years' experience with 3 years management experience in the property management / retail / hospitality management industry
• Previous experience in duty management is an advantage
• Experience in managing Business Partners and Service Level Agreements

Skills and competencies

• Local travel as required
• Required to work outside of normal working hours, in line with operational requirements (including weekends, public holidays)

• Project Management
• Product & Service Knowledge (including F&B services)
• Hospitality Product & Service Knowledge (Advanced Opera and Micros Functionality and applications)
• Knowledge of principles, practices, methods, and techniques for communicating information through audio visual means
• Risk Management
• Contract Management
• Labour & risk legislation including SHE and sustainability regulations

Additional Information

• Please Note that, Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit's employment equity plans and Gaming Board License conditions.
• Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
• Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.

Closing Date:15 January 2025

Skills Required