Scope of Job:
This role exists within the Food & Beverage department to compliment, strengthen, develop and support the Restaurant Management team.
This role is varied and exciting; each day will bring fresh challenges that need to be met with a positive mental attitude whilst delivering Excellent Guest Service. You will support Senior Food & Beverage Operations Manager by managing the day to day operations in the Resort restaurant/assigned clusters and be a natural inspiration to the team. You will drive sales, profitability, quality and service.
Main Responsibilities
1. Job Purpose
- Be responsible for excellent customer service delivery in the F&B locations of the Resort. etc Restaurant, Food Stand/Kiosk and Food Cart Operation.
- Ensure all staff and working practices comply with relevant Hygiene and Safety legislation requirements, audits and Standard Operating Procedures.
- Maintain excellent communication links within the F&B team and with other departments across the resort.
- Develop and lead a positive, professional and strong team - with a focus on guest satisfaction, quality food delivery and development of a highly trained team.
2. Business Impact/Results
- Ensure staff wage costs are monitored and kept within budget in the restaurant/assigned cluster.
- Ensure all other operational costs for the restaurant are kept within budget.
- Be responsible for stock control, wastage, cost lines and increase revenue where possible in the restaurant service area.
- Take an active managerial role in stock take procedures and act upon results in a proactive manner.
- Ensure all staff are trained in upsell techniques and regularly review to ensure compliance.
- Cross-train all F&B staff members to work within different F&B areas of the resort.
3. Decision Making & Autonomy
- Monitor and review the operation of the restaurant/assigned cluster to ensure maximum efficiency and guest satisfaction. Where necessary, implement changes to improve.
- Monitor and respond accordingly to expenditure associated with equipment and maintenance.
- Ensure full compliance of Standard Operating Procedures within the F&B team and take appropriate action where necessary.
- Working with the Senior F&B Operations Manager, responsible for managing the restaurant/assigned cluster throughout the year, managing the budget and allocating resources accordingly.
4. Managing Resources
- Identify areas of opportunity for further development in both own and team members learning and development, taking appropriate opportunities to share, coach and mentor.
- Ensure six week reviews are completed for seasonal employees and manage the PDP process for employees reporting to this role.
- Comply with all people manager policies and procedures, ensuring the F&B team adhere to them at all times.
- Provide a balanced level of support and leadership to other departments in the resort.
- Ensure the F&B team have a clear understanding of their roles and responsibilities and the importance of their contribution towards the overall success of the resort.
- Ensure the relevant information, tools and training are available to the F&B team enabling them to deliver exceptional service.
- Complete duty manager shifts as and when required to support the business.
- Along with the Multi Unit Manager, have responsibility for the restaurant budget, providing the Senior F&B Operations Manager with regular updates and ensure the budget frame is met.
- Manage the working schedules for the team in conjunction with the budget, completing and tracking payroll on a daily and weekly basis
- Stock management.
- Ensure all machinery and equipment is well maintained.
6. Health & Safety
Senior Managers/Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
Requirements
1. Creativity
- Understand and relate to the dynamic nature of the Food & Beverage Business.
- Input ideas and information to improve the efficient running of the restaurants in the resort.
- Develop an interactive and unique style of service that is tailored to target guests and their individual requirements. This inspirational approach should be rolled out to motivate the &B team to add value to our guests’ experience.
- Suggest and implement agreed initiatives that will impact the business in a positive manner.
2. Communication
- Work closely with the Chef De Cuisine and Senior Food & Beverage Operations Manager to ensure the smooth running of the restaurant and provide regular operational updates.
- Maintain excellent lines of communication with both members of staff and guests.
- Liaise closely with both Chef De Cuisine and Senior Food & Beverage Operations Manager to ensure correct stock levels are available to maximise the offering to our guests and ensure consistency.
- Deliver motivational shift briefs to ensure the F&B team are up to date with the latest company information and inspired to begin their shift looking after our guests.
- Develop and maintain positive relationships with all departments.
- The Department has a wide number of external contractors; maintain close effective links with these. This includes understanding the contractual agreements and ensuring best practices are followed.
- Attend company training programmes to develop capabilities such as People Management skills, Recruitment skills, Financial and Disciplinary training to name a few.
- Use the Personal Development Plan program in conjunction with your Manager to identify areas of growth potential.
- Assist in the delivery of departmental courses to all F&B employees.
- Ability to smoothly communicate in English and Mandarin to the understanding of Management, employees and guests and provide effective communication.
3. Applied Knowledge & Specialist Skills
- Excellent communication skills.
- Have an awareness of our guests needs and wants to eliminate complaints and exceed expectations.
- Strong impact and influencing skills.
- Be a role model for the Merlin Way.
- As a member of the Food & Beverage Department you are expected to perform regular F&B Duty Manager shifts.
- Administration knowledge of F&B operations and quality management, proficient in Microsoft office programs, workforce management, POS system, ordering and inventory system
4. Complexity & Problem-solving
- Take an active interest in monitoring and reviewing guest feedback to identify areas for improvement and maintain excellent levels of guest satisfaction.
- Complete regular service reviews of staff to ensure maximum efficiency within the Restaurant.
- Overcome any operational issues to ensure that the delivery of Food & Beverage service is not jeopardised at any time.
- Take initiative to identify potential problems and take action to ensure corrective solution is achieved.
