Administration
1.Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.
2.Oversees the preparationand update of individual Departmental Operations Manuals..
3.Conducts regular divisionalcommunications meetings and ensures that departmental briefings and meetingsare effective and conducted as necessary.
Customer Service
1.Ensures that all associates deliver the brandpromise and provide exceptional guest service at all times.
2.Ensures that associates also provideexcellent service to internal customers in other departments as appropriate.
3.Spends time in public areasobserving associate-guest interaction and talking with guests, working throughHeads of Department to coach associates in guest service skills as necessary.
4.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
5.Maintains positive guest and associate interactions with good working relationships.
Financia
1.Maximizes associateproductivity through the use of multi-skilling, multi-tasking and flexiblescheduling to meet the financial goals of the business as well as theexpectations of the guests.
2.Ensures that each profitcenter (e.g. Outlet, Bar, Banquets) is operated in line with maximizing profitwhile delivering on the brand promise.
3.Ensures that each costcenter (e.g. Stewarding) operates with the lowest possible cost structure whilealso delivering on the brand promise to the guest.
4.Coordinates the preparation of the AnnualBusiness Plan for Food andBeverage.
5.Analyses business performance strategically tofacilitate accurate and meaningful forecasting, involving the respectiveDepartment Heads as appropriate.
Prepares, utilizes and updates an Annual Marketing Plan, broken down as necessary by department.
5.Manages costs proactivelybased on key performance indicators, working through the respective Department Heads as appropriate.
6.Ensures that all hotel,company and local rules, policies and regulations relating to financial recordkeeping, money handling and licensing are adhered to, including the timely andaccurate reporting of financial information.
7.Assists in the inventorymanagement and ongoing maintenance of hotel operating equipment and otherassets.
8.Participates in weeklyyield and revenue management meetings actively, overseeing the appropriatepricing structures to maximize yield and overall profits in Outlets.
Marketing
1.Prepares, utilizes andupdates an Annual Marketing Plan, broken down as necessary by department.
2.Evaluates local, nationaland international market trends, vendors and other hotel/restaurant operationsconstantly to make sure that the hotel’s own operations remain competitive andcutting edge.
3.Encourages Department Heads to look for Marketingand Public Relations opportunities to increase awareness and ultimatelybusiness.
Operational
1.Ensures that all companyminimum brand standards have been implemented, and that optional brandstandards have been implemented where appropriate.
2.Monitors all operations,especially during peak business periods, working through the respectiveDepartment Heads to make adjustmentswhere necessary.
3.Provides feedback on theresults of the Hysat and ensures that therelevant changes are implemented.
4.Works closely with other LeadershipCommittee members in a supportive and flexible manner, focusing on the overallsuccess of the hotel and the satisfaction of hotel guests.
5.Ensures that Food andBeverage associates work in a supportive and flexible manner with otherdepartments, in a spirit of “We work through Teams”.
6.Ensures that all associatesare up to date with the availability of seasonal and new products on themarket.
7.Tastes and monitors thefood and beverage products served throughout the operation, providing feedbackwhere appropriate.
Human Resources
1.Oversees and assists in therecruitment and selection of all Food and Beverage associates. Ensures thatDepartment Heads follow hotelguidelines when recruiting and use a competency-based approach to selectingtheir associates.
2.Oversees the punctualityand appearance of all Food and Beverage associates, making sure that they wearthe correct uniform and maintain a high standard of personal appearance andhygiene, according to the hotel and department’s grooming standards.
3.Maximizes the effectivenessof Department Heads by developing each oftheir skills and abilities through the appropriate training, coaching, and/ormentoring.
4.Conducts annual PerformanceDevelopment Discussions with Department Headsand supports them in their professional developmentgoals. Ensures that they inturn conduct annual Performance Development Discussions with their associates.
5.Ensures that each Head ofDepartment plans and implements effective training programmers for theirassociates in coordination with the Learning Manager and their Departmental Trainers.
6.Encourages associates to becreative and innovative, challenging and recognizing them for theircontribution to the success of the operation.
Other Duties
1.Is knowledgeable instatutory legislation in associate and industrial relations.
2.Understands and strictlyadheres to Rules and Regulations established in the Associate Handbook and theHotel’s policies concerning fire, hygiene and health and safety.
3.Maintains strong,professional relationship with the relevant representatives from competitorhotels, business partners and other organizations.
4.Responds to changes in theFood and Beverage function as dictated by the industry, company and hotel.
5.Carries out any otherreasonable duties and responsibilities as assigned.
