ESSENTIAL DUTIES AND RESPONSIBILITIES
- Hires, develops, trains and manages direct reports. Creates schedules, provides consistent feedback with respect to hotel standards, and conducts performance evaluations according to hotel guidelines. Ensures staff meets or exceeds customer service satisfaction goals.
- Learns the tasks required of hourly staff within the outlet in order to effectively and appropriately direct, interview, hire, train, develop and motivate personnel.
- Completes critical administrative responsibilities. For example, is responsible for overseeing, controlling, and amending as required, the scheduling, payroll, and managing expenses to budget and conducts timely personnel performance evaluations.
- Promotes and maintains adherence to Accounting and Payroll policies and procedures among staff; including adherence to, and correct management of, all meal and rest break policies and time-keeping procedures. Assists accounting personnel in promptly resolving guest payment issues and conducts necessary follow-up with the guests to ensure satisfaction and that recovery standards have been met.
- Listens to, and effectively resolves, associate concerns in an expeditious and professional manner according to hotel and departmental standards and best practices such as those communicated via the Associate Handbook. Serves to maintain an Issue-Free Workplace. Consults with the People & Culture department as needed.
- Maintains knowledge of hotel features/services, hours of operation, daily house count, and expected arrivals/departures, etc. to ensure labor is appropriately scheduled around critical times. Determines daily and weekly staffing requirements per weekly forecast. Post schedules as prescribed and submits daily and bi-weekly payroll to accounting as required.
- Maintains a productive weekly work schedule and manages payroll to achieve forecast. Reviews special projects, inventory, and side-work to identify needs and opportunities before delegating work assignments or releasing staff from shift. Ensures that staffing levels in the outlet are sufficient to meet hotel and guest needs and are in line with budget.
- Supervises day-to-day maintenance, cleanliness, and the physical organization of the restaurant, patio, bar area, waiting area, and host stand to ensure all are clean and maintained at all times.
- Ensures the correct sections and seating plan and section assignments are in place according to best practices and has been properly communicated to all staff prior to shift.
- Reports items that need repair or maintenance promptly so that the outlets are maintained in “like new” condition.
- Maintains pars and inventory according to standard. Maintains inventory control sheets. Prepares monthly inventories with accounting representative.
- Ensures the tools necessary for staff are available and functioning prior to service. Maintains par levels needed for the day-to-day operation to guarantee all meal and beverage service is presented the hotel’s standard.
- Develops staff’s service skills so that the guest experience is authentic. Sets a positive tone and is a role model for the staff. Ensures all greet, meet and interact with patrons according to Hotel standards and promote and recommend the hotel and its outlets.
- Reviews revenue daily and monitors sales through point of sale system (Micros). Uses reports for the monitoring of what is selling making professional recommendations and judgments about menu items. Sends the closing shift report as appropriate and according to standard.
- Monitors credit card and cash handling functions to establish all are performed in an accurate and consistent manner and completes all reports and accounting requirements as needed.
- Meets regularly with senior management to develop proper forecasting of the business, coordinate projects, communicate updates and address specific concerns.
- Represents the outlet at Department Head, Rooms Division, Pre-con, and other meetings in order to communicate with others and to stay informed regarding hotel concerns.
- Leads daily pre-shifts to ensure the hotel's commitment to excellence is known and ensure staff members are engaged and understand the current priorities and goals.
- Participates in the hotel’s Manager on Duty (MOD) program.
- Works cooperatively and in coordination with all other hotel departments and third-parties to deliver exceptional guest service.
- Observes all safety protocols and holds others accountable to hotel and departmental safety standards and procedures. Maintains a clean and well-organized outlet in the interest of health and safety. Watches for and takes corrective measures against any hazards which pose a safety concern to our associates and/or guests
- Leads by example within the department as it relates to following all Standards of Conduct, hotel and outlet policies and procedures.
- Monitors staff as it relates to completion of opening and closing duties according to checklists to ensure complete compliance with standards of preparation for the incoming shift.
- Communicates daily reports; to include business statistics and inspection reports.
- Addresses and resolves guest issues before the patron leaves the outlet.
- Interprets company policy to associates and enforces safety regulations.
- All other duties as assigned by the Supervisor
Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action up to and including termination.
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the Hotel.
Upon employment, all associates are required to fully comply with the Hotel rules and regulations for the safe and efficient operation of the facility.
SUPERVISORY RESPONSIBILITIES
This position manages direct reports within the department. Accordingly, they maintain the authority to hire, transfer, suspend, lay-off, recall, promote, discharge, assign, reward or discipline according to hotel guidelines and departmental policies and procedures.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must have basic knowledge of food and beverage preparation, execution of catering events, event management, service standards, guest relations and etiquette.
- The ability to effectively deal with associates and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
- Able to write Food & Beverage reports, business correspondences, memos and associate performance evaluations.
- Excellent organizational skills.
- Ability to move through a crowded restaurant to monitor activity.
- Ability to read, listen and communicate effectively in English.
- Above average math skills.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Able to work in a fast paced environment.
- The ability to speak Spanish is preferred.
- Must be able to work a flexible schedule including evenings, weekends and holidays.
- Meets legal age requirements for the position.
EDUCATION and/or EXPERIENCE
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma is preferred. Previous Food and Beverage and/or Restaurant supervisory experience is preferred. Excellent wine knowledge is also preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Certified in the Responsible Service of Alcohol is preferred.. CPR/First Aid Certification is a plus.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to stand. The associate frequently is required to walk, sit; carry, balance use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The associate must frequently lift and/or move up to 50 pounds.
PAY SCALE
The salary range for this position is $80,000 to $82,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education.
