PURPOSE OF POSITION
Assists the Outlet Manager to ensure that the outlet operate successfully, in accordance with the standard of the hotel and are individually profitable.
MAIN ROLES
Administration
Conducts regular departmental communications briefing and meetings in the absence of the Outlet Manager.
Assists to prepare and update the Departmental Operations Manuals.
Assists to ensure that the Food and Beverage activities in the outlet are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
Customer Service
Assists to ensure that employees also provide excellent service to internal customers in other departments as appropriate.
Personally and frequently verifies that guests in the outlet are receiving the best possible service.
Spends time in the outlet (during peak periods) to ensure that the outlet is managed well by the respective employees and functions to the fullest expectations.
Establishes a rapport with guests maintaining good customer relationships.
Maintains positive guest and colleague interactions with good working relationships.
Assists to ensure that all employees deliver the brand promise and provide exceptional guest service at all times.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Financial
Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.
Assists to achieve the monthly and annual personal target and the outlet’s revenue.
Assists to improve productivity levels and prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.
Assists to ensure that the outlet is operated in line with maximizing profit while delivering on the brand promise.
Assists to maximize employee productivity through the use of multi- skilling, multi- tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
Marketing
Advises the outlet Manager of any Marketing and Public Relations opportunities to increase awareness and ultimately business.
Assists to prepare a yearly marketing plan which is the basis of the Food and Beverage Annual Marketing Plan.
Operational
Assists to ensure that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “LOTTE ONE SPIRIT”.
Assists to monitor service and food and beverage standards in the Outlet to take corrective actions where necessary.
Ensures that the outlet is kept clean and organized, both at the front as well as the back of house.
Frequently verifies that only fresh products are used in food and beverage preparation.
Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Assists to ensure that minimum brand standards have been implemented.
Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.
Liaises and organizes with Housekeeping Department that the established cleaning schedules are strictly adhered to.
Assists the outlet Manager with creative suggestions and ideas.
Personnel
Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
Assist to maximize the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
Assists to conduct annual Performance Development Discussions with employees and to support them in their professional development goals.
Ensures the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Assists to plan and implement effective training programs for employees in coordination with the Training Manager and Departmental Trainers.
Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation
Assists to prepare and post the weekly work schedules.
SUPPORTIVE ROLES
Carries out any other reasonable duties and responsibilities as assigned.
Attends and contributes to all training sessions and meetings as required.
Ensures high standards of personal presentation and grooming.
Exercises responsible behavior at all times.
Is knowledgeable in statutory legislation in employee and industrial relations.
Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.
