Job Description
JOB SUMMARY Reporting Structure: Reporting to Banquets Operation Manager & DF&B Candidate Profile Experience Previous experience in a hotel or large food & beverage operation Skills and Knowledge Excellent communication skills (verbal, listening, writing) Flexible approach to work Good time management and organisational skills Capable of meeting strict deadlines, and following set schedules Education or Certification Diploma / Degree in Hospitality Management Business Results Balanced Scorecard Results: Supports and conducts activities to drive financial results, guest satisfaction, human capital index and market share. Operations: Assists in managing the daily operational duties of the Food and Beverage departments. Ensures compliance with Marriott Operating Standards to maintain brand integrity. Acts as a managerial presence in all food & beverage areas. Managing a high level of guest interaction presence during service periods. Guest Satisfaction: Strives to meet or exceed customer expectations. Lead F&B associates to deliver first class guest service at all times. Human Resources: Assists in maintaining the Marriott culture. Financial Management: Assists as needed in managing the Food and Beverage function operating budget and capital expenditure budget to achieve or exceed budget expectations. Communication of associate sales incentives and promotions. Technical Expertise (Learning and Applying Personal Expertise) The following are specific responsibilities and contributions critical to the successful performance of the position: Operations/Property Management Acts as a F&B Manager on Duty, leading F&B Supervisors and Associates Supervises daily operation of all assigned outlets, including providing floor coverage during meal periods Completes the F&B Duty Managers daily checks and tasks as assigned Opens and closes shifts in accordance with the duty manager's checklist Trains, maintains, and enforces all Shelbourne/Marriott service standards using use records, menus, and appropriate reference materials Ensures that all F&B areas are fully supported and able to handle the volume of business, by checking frequently and assisting as necessary Conducts taste panels and menu classes on a daily basis for restaurant and room service Supervises responsible service of alcoholic beverages Ensures that all side work is done on a daily basis Manages an effective repair and maintenance program through the use of work orders, inspections, etc Attends meetings as required Carries out, within their capabilities, all reasonable requests by management Effectively completes Food Production Management Training tasks within time guidelines Maintains and supervises good housekeeping practices in all food production areas (including walk-ins and freezers), strictly enforcing the "clean as you go" policy. Ensure compliance with local legislation Ensures that all workstations at the beginning and end of each shift are adequately set up or broken down for all meal periods Constantly spot checks food and quality service during all meal periods to ensure that foods served meet portion control and quality standards Performs as expeditor during peak meal periods Assists in monitoring, receiving and proper storage of food and supplies Completes reports as necessary Complies with all current Marriott standard and local operating policies and procedures Guest Satisfaction Acts as a key role model in delivering exceptional guest service Sets a positive example for guest relations. Obtains feedback on product quality and service levels; effectively responds to and handles guest problems and complaints. Human Resources Monitors associate behavior, performance and grooming, Maintains superior relations with associates and responds to queries accurately and timely Assists in interviewing, hiring and scheduling restaurant staff Financial Management Assists in the financial management of food and beverage function. (Driving Sales, Maximizing Profit, Payroll Management) Ensures associate compliance with all financial policies and procedures (Beverage Controls, Cash Handling) Understands the impact of food and beverage operation on the overall hotel Executes revenue and checks control procedures properly on own shift Other Performs other duties as assigned to meet business needs. The hotel business functions seven days a week, 24 hours a day. All associates must realise this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. A Manager may be required to work additional hours to meet the business needs. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. I have read and received a copy of the above description and fully understand that violation of any of the stated responsibilities and duties is grounds for disciplinary action. NOTE: Signed copy to human resources office for retention in personnel file. Position responsible for assigned food and beverage/culinary operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. CANDIDATE PROFILE Education and Experience • High school diploma or GED; 3 years experience in the food and beverage, culinary, or related professional area. OR • 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 1 year experience in the food and beverage, culinary, or related professional area. CORE WORK ACTIVITIES Assisting in Food and Beverage Operations • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. • Provides excellent customer service to all employees. • Responds quickly and proactively to employee's concerns. • Uses coaching skills throughout the property. • Demonstrates self confidence, energy and enthusiasm. • Motivates and encourages staff to solve guest and employee related concerns. Ensuring Exceptional Customer Service • Provides excellent customer service. • Responds quickly and proactively to guest's concerns. • Understands the brand's service culture. • Sets service expectations for all guests 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. • Follows up to ensure complaints have been addressed to the guest's satisfaction. • Develops a relationship with all guests to build repeated clientele internally and externally. Additional Responsibilities as Assigned • Complies with all corporate accounting procedures. • Assists GM as needed with annual Quality audit.
