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.

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