Reporting to the F&B Director, this role will operational procedures across the different outlets/brands adhered to company and governing regulations.
Key responsibilities
Operations
- Ensure that all the outlets and banquet are managed efficiently according to the established concept statements and adhere to company and governing policies & procedures.
- Assist in emphasizing the implementation of a flexible employee base, with the proportionate number of full time and part-time staff based on established business levels for the day.
- Delegate responsibilities to the team and ensure completion of tasks
- To represent the F&B department on the hotel's executive committee in the absence of the F&B Director
- Ensure that corrective actions be taken where necessary by Outlet Managers, Banquet Operation Manager and respective Head Chefs upon monitoring the service and food and beverage standards in all outlets and banquets.
- To assist and be available and on duty during peak periods and practice hands on management style.
- To conduct frequent and thorough kitchen inspections together with the Executive Chef of the Food & Beverage operations.
- To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure service recovery with guests. To ensure that these incidents are logged in the GIF forms and kept in file.
Guest Service
- To establish good rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries of food, beverage and service.
- To personally and frequently verify that guests in the outlets are receiving the best possible service.
- To spend time in the outlets (during peak periods) to ensure that the outlet is managed well by the respective outlet team and functions to the fullest expectations.
- To be demanding and critical when it comes to service standards.
- To ensure that the outlet team projects a warm, professional and welcome image and that the 3 service basics are performed (warm welcome, anticipation of guest’s needs and requests and service with a smile).
Financial
- To reinforce with all outlet managers a flexible work force using principles of multi-skilling and multi-tasking to ensure maximization of resource allocation.
- To ensure that each Food & Beverage outlet and banquet is managed successfully as an independent profit center.
- To analyze daily revenue and monitor upselling strategies and recommend innovative promotions to achieve profit.
- To assist in preparing an accurate monthly forecasts on covers, average check, revenue and expenses and schedule resources.
- To constantly review operating standards and implementation of new and innovative ideas to optimize revenue and profits.
Administration
- To ensure that all departmental operations manual are prepared and updated as assigned.
- To ensure that all Food & Beverage forms and reports by the Outlet Managers are forwarded in time to the F&B Office.
- To conduct daily operations briefings with Outlet Managers and Food & Beverage Meeting in the absence of Director of Food & Beverage and Executive Assistant Manager.
- To ensure that all meetings are well planned, efficient and results oriented.
- To ensure that deadlines on all projects are met.
- To counsel and discipline subordinates in matter relating to misconduct, on the part of the subordinates, contrary to the terms and conditions of employment, decide on appropriate disciplinary action including termination of employment.
Requirements
- Diploma/degree /professional certificate in hotel management/F&B management from SHATEC or other recognized institutions
- WSQ Follow Food & Beverage Safety and Hygiene Policies and Procedures
- Other existing and/or new Workforce Skills Qualifications (WSQ)
- 3-4 years’ managerial experience in Food & Beverage/Hotel industry
- Adept at work in a fast paced environment
- Able to communicate fluently to execute upselling techniques
