Main Duties
Administration
§ Ensures that the Foodand Beverage activities are aligned with the respective Corporate Strategy, andthat the Hotel Actions have been implemented where appropriate.
§ Oversees thepreparation and update of individual Departmental Operations Manuals.
§ Conducts regulardivisional communications meetings and ensures that departmental briefings andmeetings are effective and conducted as necessary.
CustomerService
§ Ensures that all associatesdeliver the brand promise and provide exceptional guest service at all times.
§ Ensures that associatesalso provide excellent service to internal customers in other departments asappropriate.
§ Spends time in publicareas observing associate-guest interaction and talking with guests, workingthrough Heads of Department to coach associates in guest service skills asnecessary.
§ Handles all guest andinternal customer complaints and inquiries in a courteous and efficient manner,following through to make sure problems are resolved satisfactorily.
§ Maintains positiveguest and colleague interactions with good working relationships.
Financial
§ Maximises 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.
§ Ensures that eachprofit centre (e.g. Outlet, Bar, Banquets) is operated in line with maximisingprofit while delivering on the brand promise.
§ Ensures that each costcentre (e.g. Stewarding) operates with the lowest possible cost structure whilealso delivering on the brand promise to the guest.
§ Coordinates thepreparation of the Annual Business Plan for Food and Beverage.
§ Analyses businessperformance strategically to facilitate accurate and meaningful forecasting,involving the respective Heads of Department as appropriate.
§ Manages costsproactively based on key performance indicators, working through the respectiveHeads of Department as appropriate.
§ Ensures that allhotel, company and local rules, policies and regulations relating to financialrecord keeping, money handling and licensing are adhered to, including thetimely and accurate reporting of financial information
§ Assists in theinventory management and ongoing maintenance of hotel operating equipment andother assets.
§ Participates in weeklyyield and revenue management meetings actively, overseeing the appropriatepricing structures to maximise yield and overall profits in Outlets andBanquets.
Marketing
§ Prepares, utilises andupdates an Annual Marketing Plan, broken down as necessary by department.
§ Evaluates local,national and international market trends, vendors and other hotel/restaurantoperations constantly to make sure that the hotel’s own operations remaincompetitive and cutting edge.
§ Encourages Heads ofDepartment to look for Marketing and Public Relations opportunities to increaseawareness and ultimately business.
Operational
§ Ensures that allcompany minimum brand standards have been implemented, and that optional brandstandards have been implemented where appropriate.
§ Monitors alloperations, especially during peak business periods, working through therespective Head of Department to make adjustments where necessary.
§ Ensures that allTouches of Hyatt and the Food and Beverage Top 20 are implemented.
§ Provides feedback onthe results of the Consumer Audit and ensures that the relevant changes areimplemented.
Operational (continued)
§ Works closely withother Leadership Committee members in a supportive and flexible manner,focusing on the overall success of the hotel and the satisfaction of hotelguests.
§ Ensures that Food andBeverage associates work in a supportive and flexible manner with otherdepartments, in a spirit of “We work through Teams”.
§ Ensures that all associatesare up to date with the availability of seasonal and new products on themarket.
§ Tastes and monitorsthe food and beverage products served throughout the operation, providingfeedback where appropriate.
Personnel
§ Oversees and assistsin the recruitment and selection of all Food and Beverage associates. Ensures that Heads of Department followhotel guidelines when recruiting and use a competency-based approach toselecting their associates.
§ Oversees thepunctuality and appearance of all Food and Beverage associates, making surethat they wear the correct uniform and maintain a high standard of personalappearance and hygiene, according to the hotel and department’s groomingstandards.
§ Maximises theeffectiveness of Heads of Department by developing each of their skills andabilities through the appropriate training, coaching, and/or mentoring.
§ Conducts annualPerformance Development Discussions with Heads of Department and supports themin their professional development goals. Ensures that they in turn conduct annual Performance DevelopmentDiscussions with their associates.
§ Ensures that each Headof Department plans and implements effective training programmes for their associatesin coordination with the Training Manager and their Departmental Trainers.
§ Encourages associatesto be creative and innovative, challenging and recognising them for theircontribution to the success of the operation.
§ Supports theimplementation of The People Philosophy, demonstrating and reinforcing Hyatt’sValues and Culture Characteristics.
§ Ensures that all associateshave a complete understanding of and adhere to associate rules and regulations.
§ Ensures that associatesfollow all hotel, company and local rules, policies and regulations relating tofire and hazard safety, and security.
§ Feedback the resultsof the Associate Opinion Survey and ensures that the relevant changes areimplemented.
Other Duties
§ Is knowledgeable instatutory legislation in associate and industrial relations.
§ Understands andstrictly adheres to Rules and Regulations established in the Associate Handbookand the Hotel’s policies concerning fire, hygiene and health and safety.
§ Ensures high standardsof personal presentation and grooming.
§ Maintains strong,professional relationship with the relevant representatives from competitorhotels, business partners and other organisations.
§ Responds to changes inthe Food and Beverage function as dictated by the industry, company and hotel.
§ Attends trainingsessions and meetings as and when required.
§ Carries out any otherreasonable duties and responsibilities as assigned.
