Assist in quality control of menus, setups, and guest touchpoints.
Participate in F&B management meetings, providing feedback from the floor and suggesting improvements.
Lead daily pre- shift briefings and trainings that focus on guest engagement, upselling, menu and beverage knowledge, service sequence and brand standards.
Upselling & Revenue Support
Monitor performance of upselling initiatives and provide feedback to improve conversion.
Team Leadership & Coaching
Identify service bottlenecks or inefficiencies and implement operational improvements.
Create and manage staff schedules that balance operational coverage with team member time- off requests, ensuring both service continuity and employee well- being.
Ensure upselling of promotions, signature experiences, and add- ons is consistently executed by service staff.
Champion service recovery efforts and ensure high- touch follow- up with guests when needed.
Provide on- the- spot coaching and support to service team members to improve performance, efficiency, and style.
Ensure all service standards and sequences are consistently followed and elevated across outlets.
Work closely with kitchen, bar, and service teams to ensure seamless coordination and communication across departments.
Maintain a strong presence across all service periods and outlets, including bars, restaurants, pool areas, in- room dining, and banquet functions.
Act as a mentor and trainer, fostering a culture of continuous learning and service excellence.
Collaboration & Communication
Daily recap of guests arrivals/inhouse/departures to ensure a complete tracking of their journeys from start to finish + assignment of teams to fulfill guests needs.
Conduct regular floor walks during service to observe, support, and guide staff in real time.
Implement and monitor small- scale projects aimed at enhancing guest experience and personalization.
Track guest feedback (via platforms like internal surveys, online reviews, and guest comments) and lead initiatives to improve guest satisfaction scores.
Operational Oversight
Collaborate closely with Food & Beverage Manager to align service approach and develop targeted training plans based on feedback and performance insights.
Engage directly with guests during service to ensure satisfaction, anticipate needs, and resolve issues promptly.
Guest Experience & Satisfaction
