Prive Manager

Job Purpose

• The Prive Manager is the operational custodian of the luxury guest experience and service standards within Sun International's premium gaming Prive and Sun Lounge environments.
• This role ensures a seamless, personalised, and world-class hospitality journey by coordinating cross-functional teams across Food & Beverage, Housekeeping, VIP Services, and Hotel Operations.
• Ultimately, the incumbent drives customer satisfaction, retention, and gaming spend through exceptional service delivery and the meticulous upholding of premium standards.

Key Duties and Responsibilities

• Own and manage the end-to-end Prive guest experience, ensuring all Prive standards and Standard Operating Procedures (SOPs) are implemented and adhered to through daily walkthroughs and quality inspections.
• Act as the primary host and concierge within the Prive, personally welcoming and engaging with premium customers, developing detailed knowledge of their preferences, and coordinating personalised experiences and special requests.
• Oversee all Food & Beverage (F&B) standards within the Prive and Sun Lounge, collaborating with F&B management to develop premium menus, monitor quality, presentation, and service times, and coordinate special dining experiences.
• Coordinate all support departments impacting the Prive guest experience, managing communication between VIP Services, Gaming, Hotel, F&B, and Security to ensure all guest bookings, reservations, and requests are fulfilled.
• Ensure the Prive facilities and environment remain immaculate, coordinating cleaning schedules, monitoring furniture, fixtures, and equipment standards, and resolving all maintenance issues within agreed timelines.
• Develop and maintain Prive Service Standards, conducting regular service audits, coaching and mentoring support staff (waitrons, hosts, ambassadors) to drive a culture of anticipatory luxury service.
• Manage and resolve guest complaints and service recovery situations immediately and effectively, protecting customer relationships while adhering to company policies and delegated authority.
• Continuously identify opportunities to elevate the luxury experience within the Prive, benchmarking against leading international VIP gaming destinations and recommending enhancements to menus, amenities, and service offerings.
• Embed the Customer Centricity agenda within the Prive operations by monitoring service quality, resolving escalations, and improving turnaround times for premium guests.
• Manage the allocated budget and resources for Prive operations responsibly, ensuring spend remains within approved budget and delivers value for money for premium guest experiences.

Job Requirements

Qualifications & Certifications

• Relevant Bachelor's Degree (NQF 7) in Hospitality Management, Business Administration or a related discipline
• Meet all requirements for a key gaming license
• Certification in Luxury Service Management or Guest Experience Design advantageous
• Technical Skills
• Luxury Service Delivery
• Guest Experience Management
• Operational Coordination
• Food & Beverage Standards
• Housekeeping & Facility Management
• Complaint Resolution
• Service Auditing
• SOP Development & Implementation
• VIP Guest Relations
• Cross-functional Influence