Western Cape: Operations Duty Manager posted by Rad Resources

• Matric
• 3-Year Hotel School Diploma or equivalent
• Minimum of 5 years’ experience with 3 years management experience in the hospitality / retail industry
• Previous experience in duty management is an advantage

 
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)

Duties:
 
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 “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 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 company 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