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Front End Developer

Job Purpose

• The Front-End Specialist for Sunbet will be responsible for the delivery of front-end platforms, dashboards and reporting tools for high-performing, scalable web-based applications, from design and conceptualisation to implementation, testing and support for the SunBet business. The role will work with the technology and digital development team in managing projects in line with Company standards and regulations, including documenting user requirements, defining scope, development and making recommendations on improving processes, efficiency and practices. The role will work closely with teams across the SunBet business, IT and other stakeholders to ensure changes are implemented, adopted and that there is effective and continuous communication around the embedding of the technology.

Education

• Bachelor’s Degree in Computer Science or Information Systems or NQF equivalent
• Certification in AEM 6.x development

Experience

• 6 years relevant IT Web Development Experience including 5 years’ experience with developing in the AEM stack (using Java, JSP, CSS and HTML Development)
• Experience in facilitating the delivery of projects through teams in an agile environment

Skills and Knowledge

• Analysing
• Creating and improving
• Sourcing information
• Applying expertise and technology
• Taking ownership
• Responding with urgency
• Collaborating
• Adobe Experience Manager
• Proficiency in web and mobile usability (UX design);
• Java / J2EE
• Angular, Node JS
• Web Services (JSON, SOAP, Rest)
• HTML, CSS, Ajax
• HTTP protocol
• Server configuration – webserver and application
• Application and Software development
• Testing methodologies and practices

Key Performance Areas

• Collaborate with business operations, to conduct business analyses and scope, track and prioritize individual business requirements
• Collaborate with central IT teams to design and deliver front end web-based applications
• Facilitate integrations between IT and business requirements, translating business requirements to technical requirements and practical solutions
• Conduct investigations, research and analyses potential technology innovations to build new software and application solutions; including the design of platforms and interfaces
• Design and develop components and user interfaces and integrate to back-end systems to enable internet/intranet applications by setting expectations and features priorities throughout the development life cycle
• Complete programming using languages and software products
• Creates multimedia applications by using authoring tools
• Troubleshoot development and production problems across multiple environments and operating platforms.
• Design and conduct testing on developed applications and software
• Recommends system solutions by comparing advantages and disadvantages of custom development and purchase alternatives
• Supports users by developing documentation and assistance tools
• Collaborate with cross-functional stakeholders to understand their business needs, formulate and complete end-to-end analyses that includes data gathering, analysis, ongoing scaled deliverables, and presentations

Cashier – TS

Job Purpose

Responsible to be the frontline customer service point for facilitating the flow and securing of cash from transactional exchanges with guests, satellite stations and other cash desk areas on the gaming floor (including caions and vault) and to assist with count processes as required, in line with internal professional standards and gaming regulations.

Education

• Grade 12

Experience

• Previous experience in a customer facing / cashiering role
• Experience in the gaming industry would be an advantage.

Skills and Knowledge

Problem SolvingCollecting Information (listening; asking questions)Dealing with CustomersAttention to detail.Checking (accuracy in the handling and recordingof transactions)Following InstructionsEmotional resilienceHonesty in the handling of cashPresentable

English verbal communication skillsNumerical skills (calculations)Cash / credit transaction knowledgeDetect fraudulent currencyFICA threshold and suspicious transactionreportingCash desk equipment usage and maintenanceCashiering administrationCountBasic computer skills

Key Performance Areas

Accreditation / Registrations / Licenses

• Meet the requirements for a gaming licence.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.

Legislative / Regulatory Compliance

• Gaming Regulations / FICA regulations.

Job Scope and Responsibilities

Prepared Work Area

• Check work area and ensure all equipment is functioning and ready for service.
• Check cleanliness of own section or station
• Communicate and follow-up on the correction of any equipment faults or defects.

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times.
• Interact with guests and provide professional service standards and relevant solutions.
• Identifies customers and understand their preferences.
• Educate customers on business unit facilities, products and current promotions.
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary.

Count Administration

• Clear slot machines on days that count will be performed.
• Conduct a count for the day.
• Capture of data into the system.
• Report on any suspicious transactions.
• File documentation.

Cash Desk Transactions

• Handle all player transaction requirements with regards the exchange of cash, chips, vouchers and smart cards and paying out ‘winnings’.
• Reconciliations (treasury, automated cashier machine, chip) are completed daily.
• Calculate and execute pay-outs.
• Accurately conduct financial transactions on the gaming systems
• Identifies and escalates suspicious transactions and possible fraudulent activity.
• Conduct cash-ups and reconcile float at the end of service.
• Substantiate and report on any float variances.
• Secure and transport float as required.
• Guest information and copies of trading and transactional documentation is accurately recorded in the system.
• Supporting documents have been generated for auditing purposes.

Know How

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term basis (within 3 months) and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure cashiering customers receive exceptional experiences.
• Manages one’s time and resources to ensure that objectives are achieved effectively and on time.

Problem- Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Always follows laid-down policies and procedures, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Surveillance Mon Officer

Job Purpose

Responsible to monitor the gaming floor and operation to ensure gaming and procedural compliance and protection of Company assets, staff and guests, in accordance with company standards and gaming regulations.

Education

• Grade 12 or equivalent qualification in gaming operations

Experience

• 1 year experience in a gaming / financial auditing / law enforcement (e.g. SAPS, Security, Defence Force, etc)

environment an advantage

• Experience using surveillance /equipment an advantage

Skills and Knowledge

Problem SolvingAnalytical SkillsHandling conflictCheckingAttention to detailFollowing InstructionsEmotional resilienceHonesty & IntegrityAbility to del with highly confidential information

English verbal communication skillsRapid tracking and review of visual informationUse surveillance equipment – chip handling, chipping machines, Shuffling machinesBetting proceduresCompliance procedures and regulationsBasic responsible gambling principlesBasic computer skillsProlonged attention span

Key Performance Areas

Certifications/Accreditation/Registration/Licenses

• Meet the requirements for a gaming licence and FICA
• PSIRA C registration

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Work in a smoking environment
• Full visual acuity (including ability to discern colours)

Key Performance Areas

Surveillance Monitoring

• Monitor all Gaming procedures on the gaming floor against the relevant functions.
• Complete target reports / punter scans on all gaming areas as per unit specific schedule
• Conduct system checks, alarm conditions and interfaces
• Record and report on faulty equipment Issue and check playing cards, where required and other gaming related equipment as per SOP
• Identifies, monitors and actions significant events actioned as per SOP: punter scanning, jackpot verification, table activity, etc.
• Monitors all non-gaming procedures against the relevant function
• Proactively monitor high risk areas and emergency response as per set out procedures

Investigations

• Reviews all video footage and other documentation/ reports relating to incidents, queries and variances
• Investigates all variances reported to the Surveillance Department
• Reports or escalates findings of the review and investigations
• Record and retain evidence to be used for further processes according to standards

Reporting & Administration

• Reporting all incidents and significant events to the relevant Stakeholders.
• Prioritises reports according to the severity of the incident.
• Captures relevant data on the EOB
• Compiles comprehensive reports where required

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls
• Manages one’s time and resources to ensure that objectives are achieved effectively and on time.

Decision Making

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries.

Problem Solving

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times.
• Operates within rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and applicable constraints.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Events Co-Ordinator

Job Purpose

The Events Co-ordinator will be responsible to be the primary client contact for the successful planning, co-ordination and delivery of all events and conferencing across the business unit property with the objectives of creating a public image and the reputation of the business unit’s brand as the conferencing venue of choice

Education

• Grade 12
• 3 years Diploma in Hotel Management is preferred 

Experience

• 1 – 2 years experience in a hotel environment
• Experience in event management an advantage

Skills and Knowledge

• Sun International Business Unit’s Product knowledge
• Events Planning & Co-ordination
• Strong English Verbal & Written Communication skills
• Business Acumen
• Networking skills
• Proficient Computer Skills (MS Office / Opera)
• Professionalism
• Banqueting / Conferencing set-ups
• Selling and upselling skills
• Presentable
• Assertive
• Financial awareness
• Emotional resilience and ability to handle pressure

Key Performance Areas

Co-ordinated  Events Planning

• Have an up-to-date understanding of facilities and products available for events and conferencing
• Attend pre-event meetings and work with client to understand their event and conferencing requirements
• Offer solutions in line with client requirements and facilitate requirements with third party suppliers including menus, décor, flowers, set-up, music, etc. where required
• Use any opportunities to upsell on the event
• Co-ordinate the logistical arrangements as per event itinerary i.e transport, accommodation, food & beverage with relevant stakeholders and departments across the business unit in line with conferencing customer expectations
• Update the system with customer requirements for communication with various stakeholders
• Compile function sheets and distribute to relevant stakeholders and departments
• Include billing instructions for the event on the function sheets, and track expenses
• Record all correspondence from a company perspective to ensure brand is maintained
• Resolve any problems and queries in accordance with contract stipulations, and escalate when required

Delivered Events

• Compile the running order schedule to accurately reflect customer requirements
• Check that the venue set up meets technical (lighting, sound) and customer requirements
• Check the set-up requirements for entertainment, catering, décor, etc. in line with customer requirements and facilitate any necessary changes with relevant operational stakeholders (e.g. F&B, Banqueting, Entertainment, etc) at least 1 hour prior to start of event.
• Log calls with maintenance or IT to ensure resolution of any technical faults
• Communicate regularly with relevant stakeholders and relevant departments with regards potential problems, challenges and changes
• Escalate any issues / challenges being experienced
• Update any final amendments to function sheets and ensure the distribution to all event stakeholders
• Complete post event administration including: event information documents, attendance figures and billing.

Stakehoder Engagement 

• Communicate with clients to understand their needs, event opportunities, as well as any challenges encountered during the planning and co-ordination of the event
• Communicate with suppliers / contractors with regards requirements for specific events / conferencing, leveraging relationships to optimise the event within the set budget
• Partner with suppliers in design and delivery of the conferencing / event requirements
• Liaise with multiple departments in the co-ordination and execution of conferencing and events including F&B, security, gaming, etc.
• Liaise with events and banqueting management to evaluate the post-mortem of the event.
• Support events manager in the planning and execution of the event

Delivered Customer Experience

• Ensures that clients and guests are treated with courtesy and respect at all times
• Interact with clients and guests and provide professional service standards and solutions
• Handle any complaints, disputes and suggestions, escalating any issues as required
• Engage with customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Attends events or functions, and support colleagues when necessary
• Keep knowledge up to date with available products, promotions (including promotion information, functions, facilities, etc.) and packages available

HR Consultant – Re-advertised

Unit

Job Purpose

The HR Consultant will be responsible for executing all HR processes throughout the life cycle of the employee; ensuring sound advice and the seamless and consistent delivery of the departments’ services to line management and employees in line with company procedures and compliance standards.

Education

B. Degree in Human Resources Management

Experience

Minimum 5 years experience as an HR generalist including 3 years experience as an HR Officer

Skills and Knowledge

Technical / Proficiency Competencies

· Interviewing Skills

· Employee Relations Processes

· Labour legislation

· Functional HR knowledge; – recruitment, learning & development; performance management; talentmanagement; workforce planning

· Change Management

· Remuneration & benefits

· Business Acumen

· Proficiency in MS Office

· Proficiency in Peoplesoft

· Communication skills (Verbal and Written)

· Personal Credibility & integrity

Core Behavioural Competencies

· Planning and co-ordinating

· Analysing & Diagnosing

· Gaining co-operation

· Developing relationships

· Influencing

· Handling information / following instructions

· Clerical Administrative functions

· Problem-Solving

· Checking / attention to detail

· Writing formal correspondence

· Take initiative

· Customer service orientation

Key Performance Areas

HR Systems Administration

· Compile correspondence and documentation around HR processes e.g. letters of appointment and liaise with employees to facilitate the completion of starter packs; termination checklists; leave forms, and other conditions relating to other conditions of employment.

· Facilitate the capturing of changes in the HR System in line with operational changes and changes to employee’s personal information

· Facilitate the completion of Change forms and flow of paperwork to support these changes

· Obtain authorisation of key stakeholders

· Notify relevant stakeholders (such as payroll) of relevant changes in line with deadlines; ensuring documentation is complete

· Compile and update personnel files with required documentation

· Check the data integrity in the HR system ensuring that it is complete and accurate

· Prepare audit documentation in line with policy, standards and requirements

· Action any remedial action as per plans

· Complete monthly HR reports for area of accountability including:

· Headcount to budget

· Vacancies and current status of recruitment

· Learning & Development needs analysis and interventions implemented

· ER issues

· Terminations

· Leave liability

· Absenteeism & Sick leave status – highlighting areas of concern and initiatives to correct

· Performance Management statistics – highlighting areas of concern and recommendations for improving performance

· Productivity reports

· Status update on HR projects / initiatives

L&D Administration & Support

· Capture and update training events and records in the learning system

· Capture all skills spend in the system

· Track skills spend and documentation for BBBEE reporting

· Assist in the compilation of skills development data for reporting purposes

· Co-ordinate induction processes to support onboarding

· Co-ordinate and assist in the professional facilitation of compliance programmes when required e.g. RGP

· Co-ordinate logistical arrangements for facilitated learning programs on site

· Co-ordinate and track learnership contracts and documentation for the business unit

· Co-ordinate logistics and prepare filing for audits taking place on site

HR Governance

· Understand and execute against the standard operating procedures for HR Processes

· Be the custodian of HR processes when interacting with operations and an advisor with regards the processes and tools

· Monitor compliance of HR Practices in line with labour legislation; BBBEE targets, Gaming Board regulations and policies of Sun International;

· Escalate areas of concern to HR Management in order address and resolve.

OE Process Execution

· Partner with business unit operations to facilitate the shortlisting and interviewing process for vacant positions.

· Partners with complex COE to manage recruitment and assessment processes; including advertising, reference checking, vetting; appointments

· Ensure that relevant documentation is provided to the complex COE for recording purposes

· Facilitate the relocation of employees onto the complex; and ensure the process of departmental onboarding takes place

· Provide an employment experiences for employees in line with EVP to promote SI as the “Best Company to work for”.

· Tracks performance results across the complex and support business operations to identify opportunities and gaps; and make recommendations to improve the performance

· In collaboration with the COE, facilitate learning solutions relevant to identified gaps

· Be a change agent and communicate on change plans within area of responsibility.

· Proactively “feels the pulse” of the Business unit and actively engages with operational teams on changes taking place

· Providing feedback to HR Management on feelings on the floor

HR Project Execution

· Understand the objectives, measures, benefits and deadline requirements for the completion of HR projects

· Complete activities as scheduled in the detailed work plan

· Co-ordinate activities for operational areas and communicate on relevant activities with stakeholders in the business operations

· Provide feedback to HR Management on any challenges, obstacles, successes to implementation

· Monitor delivery and prepare reports on the progress on the implementation plan for areas of responsibility

· Update electronic files to ensure that all information is appropriately documented

· Trouble shoot and support the operators by providing relevant information or escalating when required to ensure resolution

· Encourages the integration of organisational values, with the culture and the Employees’ ways of working

Stakeholder Engagement

· Be available and respond to daily queries in the areas of HR Policy, recruitment, onboarding, performance management, employee relations and labour legislation

· Initiates and sustains continuous dialogue with the Operational teams on change issues, and partners in exploring options for resolving the issues.

· Maintain relationships with key HR stakeholders (including management, payroll, Group COE, staff and HR colleagues) through delivery against requirements and deadlines ;

· Stay informed of HR practices, policies and labour legislation.

· Build trusted and respected relationships with internal stakeholders, and be a sound and credible counsel for operating teams

· Act as a point of contact for learning providers and BBBEE auditors

VIP Services Manager (Re-Advertised)

Job Purpose

The VIP Services Manager has the responsibility for the planning, management and delivery of the VIP services strategy, VIP guest experience and team management at unit level with the aim of growing relationships and VIP gaming revenues through the acquisition, recognition, reward and incentivizing of top-end gaming customers, in line with gaming regulations; legislative requirements and company standards.

Education

• Grade 12
• 3 Year Degree / Diploma in Business Management is preferred

Experience

• Minimum of 5 years’ experience within a guest services management role
• Experience in the Casino Industry
• 3 years’ experience in VIP Personal Host position is an advantage
• Meets the requirements for a key Gaming Licence
• Ability to work shifts that meet operational requirements
• Domestic travel as required

Skills and Knowledge

Core Behavioural competenciesConceptualizing skillsDeveloping relationshipsMotivating others / gaining co-operationDecision-makingTraining; coaching; keeping abreast of new developments in fieldDealing with Customers including conflict management skillsAnalysing / Diagnosing statisticsReviewing – Assessing feasibility; assessing compliance; efficienciesAppraising / Developing Others including evaluating for recruitment, performance, coaching and trainingInnovation & creativityInfluencing & negotiating skillsPeople ManagementEnergetic, positive and service oriented leader

Technical/Proficiency competenciesAdvanced Written and Verbal English communication skillsCRM systemsNegotiating skillsNetworking skillsTelephone skillsKnowledge of Sun InternationalKnowledge of gaming industryManipulation of system dataListeningSelling / Upselling skillsFinancial acumenBusiness acumenTeam PlanningProficient Computer Skills – MS Office; EGSHigh levels of integrity

Key Performance Areas

Delivered VIP Growth, Acquisition & Retention Plans

• Understand the Unit and Group VIP strategies and align the Unit VIP services plan to personalise the services and offerings in line with customer preferences
• Collaborate with the General Manager in developing strategic objectives for the Unit’s VIP services which are aligned to specific deliverables
• Develop VIP business/customer growth through acquisition and retention strategies and targets
• Develop and analyse a customer segmentation plan to take advantage of acquisition, retention and growth opportunities and achieve financial goals
• Manage and utilise relevant marketing solutions to achieve targets (CRM)
• Compile a unit VIP and/or cluster events calendar that will support brand loyalty ensuring SI as the brand of choice for VIPs
• Monitor performance against targets on an ongoing basis (CRM)
• Motivate and mobilise the team to achieve targets
• Manage the achievement of milestones of VIP service targets and deliverables
• Identify and investigate new opportunities to optimise VIP services for the property
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Manage and allocate people and operational resources
• Build and motivate a team of sales and relationship-focused VIP Personal Host team

VIP Customer Relationship Management

• Manage the end-to-end customer experience for all VIP and hosted gaming customers
• Manage the product and service standards in Prive and Sun Lounge operating areas
• Monitor and update the business unit with regards to current standard operating procedures and ensure compliance.
• Initiate personalise offerings in line with customer preferences as recorded in CRM
• Implement the VIP Personal Host Programme and promotional strategies
• Establish guest needs and implement action plans as per SOP ‘s and guest status
• Align campaigns and efforts with customer value accounts across acquisition, retention and growth segments.
• Utilise CRM to guide team activity and track performance.
• Implement solutions to improve overall customer experience and offerings to VIP customers to address identified gaps and opportunities
• Set criteria for Bally Bag and Live Floor view system and ensure compliance
• Track and analyse feedback from clients with regards their experiences, taking any remedial action to address areas of concern with relevant stakeholders
• Engage with VIP customers and provide a customer experience that will support brand loyalty ensuring SI as the brand of choice
• Host and entertain VIP gaming customers as required
• Promote a culture that maintains the confidentiality of customer’s information in all gaming and CRM systems
• Develop and maintain a customer recognition programme to acknowledge special occasions including birthdays and other important dates

VIP Customer Experience

• Manage and conduct meet and greet processes on the property
• Deals with escalations / complaints / conflict situations
• Be available to interact with VIP punters and guests when on-site
• Plan, manage and communicate on campaign objectives and plans to VIP team for co-ordination and implementation
• Set parameters and criteria for the transportation and security of VIP customers
• Set criteria, conduct room checks and assess VIP hotel room readiness and standards
• Assess butler services and make recommendations to improve offering to VIP customers (Where available)
• Complete all expense claims
• Manage the integrity and confidentiality of customer information in all programs
• Drive data base integrity and maintenance

VIP Analytics & Reporting

• Completes the following reports:

• Exception reports/ journals
• Monthly Financial Review reports
• Month end reports
• Report on Acquisition customers through Bally Live Floor view
• Analyze customer preference data reports from CRM on an ongoing basis

• Track, report and participate in the Completion of the “Event input template” for all functions and VIP initiatives
• Manage the individual VIP customer’s comp spend in line with the re-investment model and Group Comp policy, indicating offerings to activations in order to generate revenues

People Management

• Develop and provide feedback on performance & development plans/contracts
• Develop a skills matrix for the team
• Develop a training and development plan for the team
• Monitor HR reports/ compliance to HR standards
• Provide direction and support to all VIP services employees with regard to standards, VIP clients, etc.
• Provides motivation and leadership to promote positive working relationships
• Lead and oversee departmental communication ensuring employee and management interaction
• Recruit, select and manage talent in the VIP services department in line with Company standards

Budget Management

• Financial Management for the Unit VIP services function including:

• Budget
• Cost management
• PIP and forecasting
• Revenue growth plans and performance
• Financial reporting for the function
• Develop and monitor discretionary expenditure, budgets and customer reinvestment levels to achieve revenue and EDITDA targets

Stakeholder Relationship Management

• Liaise with VIP Player development and Group VIP in formulating the targets and plans for the acquisition of new business and activations of inactive business
• Cooperate with other departments on the property to create exceptional Guest experiences and build strong relationships with key clients to ensure return VIP gaming business
• Continuously engage with clients to establish and grow loyal relationships for SI
• Coordinates the distribution of information to all relevant departments on the property
• Leads VIP meetings and provide relevant feedback and information to management and the department with regards challenges, business growth, play, etc.
• Collaborates with marketing with regards promotions within the Prive and Sun Lounge areas; as well as the co-ordination and execution of VIP events

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