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SUN INTERNATIONAL ANNUAL REPORT ’10 46 AT A GLANCE We are focused on enhancing customer experiences and value-for-money offerings. Customer-centricity is at the heart of our business and our ability to continuously focus and improve our business to be more relevant to the needs of our guests, is one of our strategic focus areas. Through our Customer Management (CM) strategy and programme we will continue to focus on managing the following five key strategic customer-centric areas: From the PERCEPTIONS that are created by our brand in the promises that we make. Through the values and behaviours of our people when they INTERACT with our guests. To the unique thrilling, memorable, quality EXPERIENCES that we deliver at every Touch Point. That will create long term lasting RELATIONSHIPS with our most valued customers. Where our customers perceive value that is RELEVANT to their needs and our business generates profit. We measure our progress on a Maturity Model, which is a framework created from various best practice principles and models and it guides us towards our goal for 2012 which is to achieve level 4 of the model. This level implies that we are leaders in our industry with regards to customer management and our focus is experience-based differentiation where we create value from customer initiatives for our people, our customers and our stakeholders because we can more accurately deliver products and services that are relevant to our customers’ needs and requirements, i.e. originating from ‘customer-centric’ insights. OUR ACHIEVEMENTS We successfully implemented our Relationship Marketing (RM) project, which is our large scale centralised CRM technology solution (utilising MicroSoft CRM and various other technology components) to supply us with a Single View of the Customer (SVC) and Campaign Management functionality across all our operations. We successfully rolled out our group-wide focus on service improvement at all our Touch Points and engaged all our properties’ management to empower them with multi-media facilitation tools so that they can engage with frontline staff in fun, interactive, on-the-job coaching sessions to ensure we continuously and consistently raise the bar on customer service. OUR CONTINUOUS CHALLENGES 3. OUR CUSTOMERS The ability to deliver consistent service experiences across all our touch points and properties to ensure that we deliver ‘A Million Thrills. One Destination’ to every guest who visits us. The right marketing capability with the necessary skills, tools and processes so that we can target our customers more effectively with relevant marketing offerings that are based on their needs and communicated via the channel of their choice. The necessary customer information and insight based on quality data across our group to enable us to deliver marketing, sales and service offerings that are relevant to our customers. User acceptance and entrenchment of the various CM projects/initiatives to ensure sustainability when the projects move to business-as-usual. Create value to our business, group and stakeholders from the various CM initiatives that we have implemented in the past four years.
OUR OBJECTIVES IN THIS SECTION: JOINT REPORT OF THE CHIEF EXECUTIVE AND CHIEF FINANCIAL OFFICER continued Continuous focus on finding new and innovative ways to manage our customers’ perceptions, interactions, experiences and relationships. To become more relevant in everything that we do because we base our decisions on an intimate understanding and knowledge of what customers need, want and their behaviours when they engage with our business. Consistently improve our ability to market, sell and serve our customers. Lesotho <strong>Sun</strong> Enabling initiatives/projects of the CM strategy and programme p48 Customer strategy p48 Feedback on the CM initiatives/projects implemented during this financial year p49 Focus and planned initiatives for the coming year p50 47 47
Page 1 and 2: ANNUAL REPORT 2010
Page 3 and 4: ABOUT THE INTEGRATED REPORT This re
Page 5 and 6: Carnival City AFRISUN GAUTENG 85% 8
Page 7 and 8: Monticello
Page 9 and 10: KEY STRATEGIC IMPERATIVES 3. OUR CU
Page 11 and 12: Energy management Communities Publi
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Page 15 and 16: KH (Kele) Mazwai (41) / GROUP HUMAN
Page 17 and 18: INTRODUCTION This past year has onc
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Page 21 and 22: AT A GLANCE FINANCIAL HIGHLIGHTS Wi
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Page 25 and 26: Operational overview - Casinos and
Page 27 and 28: GrandWest JOINT REPORT OF THE CHIEF
Page 29 and 30: Gaming taxes by province and countr
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Page 37 and 38: AT A GLANCE 2. PROTECT OUR BUSINESS
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Page 61 and 62: CONCESSIONAIRES Our concessionaires
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Page 65 and 66: In line with global trends for lead
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Page 77 and 78: OUR OBJECTIVES JOINT REPORT OF THE
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Page 81 and 82: MANAGEMENT JOINT REPORT OF THE CHIE
Page 85 and 86: GOLDEN VALLEY CASINO & LODGE’S EN
Page 87 and 88: INCIDENTS JOINT REPORT OF THE CHIEF
Page 89 and 90: Efforts to establish the Nedbank Go
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Page 95 and 96: AT A GLANCE JOINT REPORT OF THE CHI
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REGULATORY COMPLIANCE The South Afr
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OUR COMMITMENT CORPORATE GOVERNANCE
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Principle Action Outcome Independen
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The group’s governance is facilit
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The chief executive is mandated and
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Board meetings A minimum of four bo
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The audit committee is primarily re
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The committee has adopted a written
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The key risks that are identified,
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Internal control The board of direc
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The group has continued to actively
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Group 2010 2009 2008 2007 2006 2005
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Group statistics 2010 2009 2008 200
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Types of shareholders at 30 June 20
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principles of inclusivity, material
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The board and the remuneration comm
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Prior to the commencement of the re
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the travel and leisure sector that
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Share plan Date of grant Grant pric
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Emoluments Executive directors’ r
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for the year ended 30 June NOTES TO
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The annual financial statements whi
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TO THE MEMBERS OF SUN INTERNATIONAL
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HOLDING COMPANY The company has no
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which the entity operates (the func
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elating to certain firm commitments
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expenditure represents the total co
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government and other government rel
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GROUP STATEMENTS OF FINANCIAL POSIT
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Notes GROUP STATEMENTS OF CHANGES I
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for the year ended 30 June Operatin
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14. PROPERTY, PLANT AND EQUIPMENT (
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15. INTANGIBLE ASSETS (continued) S
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for the year ended 30 June 18. RETI
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for the year ended 30 June 27. PROV
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for the year ended 30 June 28. CASH
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29. FINANCIAL INSTRUMENTS (continue
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32. RELATED PARTY TRANSACTIONS Key
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32. RELATED PARTY TRANSACTIONS (con
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NOTES TO THE GROUP FINANCIAL STATEM
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COMPANY STATEMENTS OF FINANCIAL POS
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COMPANY STATEMENTS OF CHANGES IN EQ
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NOTES TO THE COMPANY FINANCIAL STAT
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Notice is hereby given that the twe
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Litigation statement The directors
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SUN INTERNATIONAL LIMITED (Incorpor
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SUN INTERNATIONAL LIMITED Incorpora
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