Essential Duties and Responsibilities - (Key Activities)
• Ensures that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
• Oversees the preparation and update of individual Departmental Operations Manuals.
• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensures the smooth operation of the Food and Beverage Department in the absence of the
Director of Food and Beverage / EAM - Food and Beverage.
Customer Service• Ensures that associates also provide excellent service to internal customers in other departments as appropriate.
• Spends time in public areas observing associate-guest interaction and talking with guests, works through Heads of Department to coach associates in guest service skills as necessary.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
Financial
• Maximizes associate 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 each profit center (e.g. Outlet, Bar, Event Service) is operated in line with maximizing profit while delivering on the brand promise.
• Ensures that each cost center (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
• Assists in the preparation of the Annual Business Plan for Food and Beverage.
• Assists in the monthly reforecasting, involves the respective Heads of Department as appropriate.
• Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
• Participates in weekly yield and revenue management meetings actively, oversees the appropriate pricing structures to maximize yield and overall profits in Outlets and Event Service.
Marketing
• Assists in the preparation, utilization and update of the Annual Marketing Plan, broken down as necessary by department.
• Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel's operations remain competitive and cutting edge.
• Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.
Operational
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary.
• Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments.
• Ensures that all associates are up to date with the availability of seasonal and new products on the market.
• Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.
Personnel
• Assists in the recruitment and selection of all Food and Beverage associates. Ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to select their associates.
• Oversees the punctuality and appearance of all Food and Beverage associates, 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.
• Maximizes the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• Conducts half yearly and annual Performance Development Discussions with Heads of Department and to support them in their professional development goals. Ensures that they in turn conduct the half yearly and annual Performance Development Discussions with their associates.
• Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
• Ensures that each Head of Department plans and implements effective training programs for their associates in coordination with the
Learning Manager and their Departmental Trainers.
• Oversees the preparation and posting of weekly work schedules in each department, making sure that they reflect business needs and other key performance indicators.
• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
• Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Feedbacks the results of the Colleague Experience Survey and ensures that the relevant action plans are implemented.
Other standard responsibilities
• Complies to the company policies.
• Works within all pre-set budgetary limits.
• Takes on other tasks in addition of the ones stated, in a reasonable framework.
• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs
• Is a "brand ambassador" at all times and ensures brand integrity and clarity are always maintained.
• Models the company's culture, vision, mission and core values at all times.
• Is knowledgeable in statutory legislation in associate and industrial relations.
• Exercises responsible management and behavior at all times and positively representing the hotel management team and Rosewood International.
• Understands and strictly adheres to Rules and Regulations established in the Associate Guide and the hotel's policies concerning fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organizations.
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.
