Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the outlets and department’s grooming standards.
Ensures that all company and local laws, rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
Works closely with other members of the Management Team in a supportive, collaborative and flexible manner, focusing on the overall success of the company and the satisfaction of our guests.
Spends a significant amount of time working in the operation and public areas overseeing service, the quality of the operation and observing employee- guest interaction. This requires constant interaction with guests, good relations with Heads of Department and constant coaching of associates in guest service skills.
Ensures that each cost centre (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
Tastes and monitors the food and beverage products served throughout the operation, providing feedback where appropriate.
Assists in the preparation of the Annual Business Plan for Food and Beverage.
Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.
Financial
Ensures companies Food and Beverage Departments respond to the results of the Consumer Audit and ensures the relevant changes are introduced and implemented.
Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
Is a hands- on manager and maintains a high presence in the Outlets during meal periods ensuring brand standards are maintained and guest expectations are exceeded.
Carries out any other reasonable duties and responsibilities as assigned.
Evaluates local, national and international market trends, vendors and other restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Liaises and organises with Housekeeping Department that the established cleaning schedules are strictly adhered to.
Ensures that all associates are all carefully and adequately trained to be able to provide consistent excellent service and deliver the brand promise, with exceptional guest service at all times.
Acts as a role model in relation to positive guest interactions, helping ensure high levels of repeat business, as well as creating a positive impression within the local market and with guests.
Personnel
Coordinates Repair and Maintenance issues ensuring the outlets are always in excellent condition.
Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
Has a thorough knowledge and understanding of all food and beverage items within menus and pro- actively recommend and promote products to clients.
Oversees the preparation and posting of weekly work schedules in each department, making sure that they reflect business needs and other key performance indicators.
Oversees the preparation and update of detailed Skills Training Materials and Departmental Operations Manuals defining standards for each department.
Ensures that associates also provide excellent service to internal customers in other departments as appropriate.
Other Duties
Assists in the monthly reforecast, involves the respective Heads of Department as appropriate.
Assists in the preparation, utilisation and update of the Annual Marketing Plan, broken down as necessary by department.
Works with Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.
Administration
Customer Service
Ensures that each outlet is operated in line with maximising profit while delivering on the brand promise.
Marketing
Assists in the recruitment and selection of all Food and Beverage associates. Ensures that Heads of Department follow company guidelines when recruiting and use a competency- based approach to selecting their associates.
Together with Executive Chef/Chef De Cusine, ensures the company outlets are managed according to the established concept statements.
Maximises associate productivity through the use of multi- skilling, multi- tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
Ensures that hotel Food & Beverage associates follow all company and local rules, policies and regulations relating to fire and hazard safety, and security.
Participates in weekly yield and revenue management meetings actively, oversees the appropriate pricing structures to maximise yield and overall profits in Outlets and Meetings.
Ensures that the Food and Beverage activities are aligned with the respective Corporate Strategy, Brand Standards and that company actions have been introduced and implemented where appropriate.
Assists in the inventory management and ongoing maintenance of companies operating equipment and other assets.
Attends training sessions and meetings as and when required.
Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
Ensures that each Head of Department plans and implements effective training programmes for their associates in coordination with the Training Manager and their Departmental Trainers.
Establishes appropriate Sequences of Service and personally ensures a consistent high quality of service delivery is maintained at all times in hotel outlets.
Establishes excellent rapport with guests maintaining positive relationships and handles all guest complaints, requests and enquiries on food, beverage and service.
Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments, in the spirit of “We work through Teams”.
Ensures that all associates are up to date with the availability of seasonal and new products available in the market.
Maintains strong, professional relationships with relevant representatives from competitor brands, business partners and other organisations.
