Description:
Main Purpose of the Job:
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 Sun standards and legislative requirements.
Education, experience and competencies required:
· 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 and responsibilities include:
Operations Management
· 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
· 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