<p><em><strong>OPERATIONS DUTY MANAGER, ENTERTAINMENT COMPLEX, CAPE TOWN</strong></em></p><p></p><p><span style="color:rgb(0, 0, 0);">OPERATIONS DUTY MANAGER X1</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Main Purpose of the Job:</span></p><p></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">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 standards and legislative requirements.</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Education, experience and competencies required:</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Matric</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 3-Year Hotel School Diploma or equivalent</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Minimum of 5 years experience with 3 years management experience in the hospitality / retail industry</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Previous experience in duty management is an advantage</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Core behavioural competencies</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Analytical skills</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Attention to detail</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Working with information (agreements, laws, regulations, statistics)</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Reviewing / evaluating information and data</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Decision-making</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Planning</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Influencing & Advising skills</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Emotional resilience</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Customer centric</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Networking and relationship building</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Innovation & continuous Improvement</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Technical competencies</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Corporate & industry knowledge</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Quality Assurance</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Retail brands and offerings</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> F&B Product knowledge & standards</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Labour & risk legislation</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> English written and verbal communication skills</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Proficiency in MS Office Suite; Opera; Micros & Revenue Management System</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Business Acumen</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Financial Acumen</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Report writing</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Contract management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Knowledge and application of legislation relating to Safety, Health and the environment</span></p><p style="text-align:start"></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Work Conditions & Special Requirements</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Must be able to work shifts in line with operational requirements (including weekends and public holidays)</span></p><p style="text-align:start"></p><p style="text-align:start"></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Duties and responsibilities include:</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Operations Management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customers journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor the operation to ensure that it is secure and meets all regulatory requirements</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Compile plans and manage the execution of any new projects and offerings across the operation</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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.</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Oversees staff appearance and front of house appearance/ functioning of equipment and systems</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Maintain Operational standards across the property (e.g., housekeeping, maintenance, etc)</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Follows up on any maintenance / technical equipment fault logging with the technical departments until resolution</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Ensure the collateral in public areas is professionally presented</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Act as a Manager on Duty for all guest queries / concerns and resolve these efficiently and professionally</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Complete shift report</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Operational Product Offering</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor products, service offerings and displays across the operation to ensure standards aligned with the brand</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor customer service feedback with regards quality and service across the operation</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Measure success and return on investment of products and services and identify issues and challenges when not achieved</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Compliance Management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with SHE standards</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Facilities are maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Maintains records on licencing entitlements and compliance management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor audit results for service providers and retail tenants</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor the storage of stock and operating equipment and processes</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Customer Experience Management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Ensures that guests are treated with courtesy and respect at all times</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Interact with guests and provide professional service standards and solutions</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Handle any escalated complaints, disputes and suggestions as required</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Engage with customers and provide a customer experience on the floor that will support brand loyalty ensuring SI as the brand of choice</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Be present on the floor during service / promotions or functions</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Conduct staff training on product knowledge (including promotion information, functions, facilities, etc)</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Provide input into present and future products by determining and evaluating current and future consumer retail trends and promotions for the facility.</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Tenant & Service Provider Management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Make recommendations with regards suppliers; vendors; products and or services based on research findings and budget restrictions.</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Participate in the procurement and tender process in the appointment of new and renewed vendor contracts and lease agreements</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Monitor and manage the performance of tenants in line with contractual deliverables</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Communicate on a regular basis and maintain the relationships with tenants and service providers</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Provide support and advice to tenants and service providers on challenges to assist in building an effective partnership for the benefit of the properties</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Assist with resolving obstacles that may need to be addressed to achieve results</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Manage the relationships and provide support to tenants throughout the contractual agreement period to ensure that planned benefits are achieved and sustained.</span></p><p style="text-align:start"></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);">Stakeholder Relationship Management</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Provides relevant guidance and support to operational teams and stakeholders</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Maintain relationships with service providers and retail tenants currently in partnership with the client</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Informs department / staff of information required to perform the duties and relevant operation effectively</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Communicates departments objectives, standards and operating procedures to internal and external service providers as per SLA</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> Communicates any special guest requirements or events to other relevant operating departments</span></p><p style="text-align:start"><span style="color:rgb(0, 0, 0);"> 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</span></p><p></p><p></p>