Operations Duty Manager

Talent TraceWes-Kaap, South Africa

1 day ago

Job description

Overview

Department / Division : Operations Management (Business unit). Reports to : Operations Manager.

Management accountability

Number of direct reports : 21-50 pax Creche Supervisors & Attendants; Tollgate Supervisors & Attendants; Drivers; Switchboard Team

Number of indirect reports : Retail Tenants / Business Partners / Service Providers

Job context

Key stakeholders (Internal and External)

Internal - GM; EOC; F&B Management & Team; Operations Manager; Engineering; Housekeeping; Hotel Management
External - Service Providers; Retail Tenants, Business Partners

Scope and limits of the job

Management of the on-site business operations facilities including the management of multiple teams within this facility, including the contract management of external retail concessionaires and business partners

Accountable to control of costs against a pre-defined budget

Deliverables

Operations Management 20%

Retail Product Offering 15%

Compliance Management 20%

Customer Experience Management 20%

Tenant & Service Provider Management 15%

Stakeholder Relationship Management 10%

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 / Proficiency 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

Minimum Qualification

3-Year Hotel School Diploma or equivalent

Minimum Experience

Minimum of 5 years' experience with 3 years management experience in the hospitality / retail industry

Previous experience in duty management is an advantage

Certifications / Registrations / Licences / Accreditations

Meets the requirements of a key gaming licence

Work Conditions & Special Requirements

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

Deliverable 1

Operations Management

Key Activities

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 crèche facility, ensuring the operation is secure and meets all regulatory requirements

Success Measures

SOP adhered to at all times

Audit targets achieved

Service targets achieved

Availability to guests as per guest needs

Response times to floor incidents and events are adhered to as per SOP and SLA

Reports meet operational needs and targets

Professional, clean operation

Deliverable 2

Operations Product Offering

Key Activities

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

Success Measures

Product meets current trends and expectations in the industry

Offering is fresh, relevant and sympathetic to the property offering

Standards are developed, implemented and enforced across the Group

Adherence to grading and Company standards

Deliverable 3

Compliance Management

Key Activities

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.

Success Measures

Standards are aligned to maximise synergies across the company

Adherence to Group standards and service level agreements

Facilities maintained in accordance with group and unit standard operating procedures and reflect the attributes of the brand

Deliverable 4

Customer Experience Management

Key Activities

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

Success Measure

CLEAR service standards applied consistently when interacting with customers

Complaint, disputes and suggestions are acted on as per SOP : timeous, resolution, feedback

Customers are informed of information that meets their needs

Deliverable 5

Tenant & Service Provider Management

Key Activities

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

Success Measure

Aligned to Procurements and legal processes

Rentals are aligned to budgets

Performance is measured in line with SLA.

Relevant systems are in place for tracking and reporting of audits and partner management

Networks with key suppliers are developed and maintained

Deliverable 5

Stakeholder Relationship Management

Key Activities

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

Success Measure

Stakeholder expectations met or exceeded

Public image reflects brand and unit values

BBBEE scorecard targets met

Terms with retail tenants and service providers are negotiated to mutual benefit

Adherence to legal and the Group (e.g. procurement. CSI, etc) guidelines

Job Complexity

Know How

Requires specialised knowledge of techniques, equipment and processes relating to hospitality operational practices, products and customers

Short term planning involves conducting the planning of activities to meet and optimise new business targets and growth in customer spending by working with others in the customer value chain

Organise, plan and prioritise tasks for self and team to ensure that work gets done profitably and efficiently

Problem- Solving

Apply business acumen and sound common sense to the overall management of operations and teams within defined standards

Monitor changes in the outlet and is quick to act upon potential opportunities, risks and challenges

Consider all the facts, options and possible outcomes prior to making decisions

Accountability

Provide information and make recommendations regarding products and services that will meet customer needs

Suggest initiatives to increase penetration of customer base

Solve a wide range of queries related to customer service, dealing with these sensitively and within operational / procedural limitations

Solutions should be profitable and ensure the correct customer behaviour in terms of product usage

Desired Skills :

Duty Managerment Experience

Hotel School Diploma

Casino Experience

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Duty Manager • Wes-Kaap, South Africa

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