Main Duties:
Administration
Conducts regular departmental briefings and meetings to ensure effective communication and operational alignment.
Prepares and regularly updates the Departmental Operations Manual to reflect current standards and procedures.
Ensures that Food and Beverage activities within the outlets are aligned with the overall Corporate Strategy, and that relevant Hotel Action Plans are implemented as appropriate.
Customer Service
Spends time in the outlet, particularly during peak periods, to ensure optimal operation and that team members are performing to expectations.
Ensures that employees also provide excellent service to internal customers across departments, as appropriate.
Ensures that all employees consistently uphold the brand promise and deliver exceptional guest service at all times.
Personally and regularly verifies that guests in the outlet are receiving the highest standard of service.
Maintains positive interactions with both guests and colleagues, fostering strong and professional working relationships.
Handles guest and internal customer complaints and inquiries courteously and efficiently, ensuring timely follow- up and satisfactory resolution.
Financial
Focuses on improving operational efficiency while prudently managing utility and payroll expenses within established guidelines, ensuring optimal staff deployment and energy- efficient use of equipment.
Ensures that the outlet operates profitably while maintaining the brand promise and delivering high- quality service.
Maximizes employee productivity by promoting multi- skilling, multi- tasking, and flexible scheduling to meet both the financial objectives of the business and guest expectations.
Assists in the development of the Annual Food and Beverage Business Plan.
Contributes to the monthly re- forecasting process, involving the relevant Heads of Department as appropriate.
Ensures strict adherence to all hotel, corporate, and local regulations, policies, and procedures related to financial record- keeping, cash handling, and licensing, including the timely and accurate submission of financial reports.
Achieves both personal monthly and annual performance targets, as well as the outlet’s revenue goals.
