JOB SUMMARY
Position responsible for assigned food and beverage/culinary operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals.
JOB SPECIFIC TASKS
• Follows up to ensure complaints have been addressed to the guest&039;s satisfaction.
• Responds quickly and proactively to guest&039;s concerns.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Sets service expectations for all guests internally and externally.
• Additional Responsibilities as Assigned
• Demonstrates self confidence, energy and enthusiasm.
• Assists GM as needed with annual Quality audit.
• Motivates and encourages staff to solve guest and employee related concerns.
• Provides excellent customer service.
• Develops a relationship with all guests to build repeated clientele internally and externally.
• Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.
• Ensuring Exceptional Customer Service
• Provides excellent customer service to all employees.
• Responds quickly and proactively to employee&039;s concerns.
• Uses coaching skills throughout the property.
• Complies with all corporate accounting procedures.
• Assisting in Food and Beverage Operations
• Understands the brand&039;s service culture.
MANAGEMENT COMPETENCIES
Leadership
• Adaptability- Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Problem Solving and Decision Making- Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Communication- Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Managing Execution
• Building and Contributing to Teams- Actively participates as a member of a team to move the team toward the completion of goals.
• Planning and Organizing- Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
• Driving for Results- Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Building Relationships
• Coworker Relationships- Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Global Mindset- Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Customer Relationships- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Generating Talent and Organizational Capability
• Talent Management- Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Organizational Capability- Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
Learning and Applying Professional Expertise
• Business Acumen- Understands and utilizes business information to manage everyday operations.
• Applied Learning- Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Technical Acumen- Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
Bar Concepts- Promotion of beer, wine, and spirits to drive awareness and sales; marketing restaurant and bar concepts and events; knowledge of industry trends in food, beverage, and design to maintain competitive.
Food and Beverage Marketing- Knowledge of local and internal marketing efforts to drive revenue. Develops and executes marketing plans using relevant information as appropriate such as feedback gathered from customers.
Coffee and Tea Service- Knowledge of coffee and coffee equipment and procedures for brewing and preparing coffee and specialty drinks; understanding of coffee break standards and service.
Food and Beverage Inventory- Knowledge of procedures and techniques for food storage and rotation, quality assurance audit requirements, merchandising food products, inventory and supply storage, and shift production.
Food Production and Presentation- Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards. Willingness to adhere to internal company standards.
Food and Beverage Sanitation- Knowledge of procedures and techniques for kitchen maintenance, cleaning, and use of sanitation systems; use of grease trap; trash compactor(s), Baler operation, dish machines, and other equipment. Knowledge of techniques for care and cleaning of silver, stainless steel, and dish machines.
• Dining- Knowledge of procedures and techniques for seating guests; menu content and creation; MICROS system; taking dining and room service orders; doorknob menus; room service delivery, etiquette, safety, and security; amenity process and delivery; food and beverage service standards, service cart setup.
Mathematical Reasoning- Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work- related issues.
Basic Computer Skills- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Restaurant/Event Room Operations- Knowledge of procedures for managing restaurant room set- up, management of host/hostess station, maintenance of fine silver, setting tables, break down of room, management of coat check, management of staff/associates, creation of checklists, audits, LSOPs, and maintenance of a high quality dining environment (music, lighting, temperature), as well as opening and closing.
Oral Comprehension- Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
Basic Competencies- Fundamental competencies required for accomplishing basic work activities.
