Customer Service
• Provides excellent service to internal customers in other departments as appropriate.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, follows through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Establishes a rapport with guests maintaining good customer relationships.
• Ensures the delivery of brand promise and provides exceptional guest service at all times.
Financial
• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
• Assists to improve productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines.
• Assists the Outlet Manager to achieve the monthly and annual personal target and the outlet’s revenue.
• Assists to ensure that the outlet is operated in line with maximising profit while delivering on the brand promise.
Operational
• Assists in conducting monthly inventory checks on all operating equipment and supplies.
• Assists to liaise and organise with Housekeeping Department that the cleaning schedules are strictly adhered to
• Ensures that the outlet is kept clean and organised, both at the front as well as the back of house.
• Makes necessary checks needed for specific events or functions.
• Performs the function of cashier and responsible for Micros cashiering procedure.
• Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Assist to liaise with the Kitchen and Beverage Department on daily operations and quality control if appropriate.
• Balances cash and credit card charges and remittance of cash to Front Office Safe.
• Ensures that minimum brand standards have been implemented.
• Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
• Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Be a hands- on supervisor and be present at all times in the Outlet, especially during busy periods.
• Assists with conducting monthly inventory checks on all operating equipment and supplies.
People Management
• Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Feedbacks the results of the Colleague Experience Survey and ensures that the relevant changes are implemented.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Oversees the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Other Duties
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
• Carries out any other reasonable duties and responsibilities as assigned.
• Attends and contributes to all training sessions and meetings as required.
• Ensures high standards of personal presentation and grooming.
• Is knowledgeable in statutory legislation in employee and industrial relations.
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
