Oversees the daily operation of the food and beverage outlets (restaurant, lounge, room service), maintaining established quality and service standards in order to maximize revenues. Ensures guests are greeted in a friendly and professional manner and seated immediately.
DUTIES AND RESPONSIBILITIES:
- Provides excellent guest service by greeting guests immediately in a positive and professional manner.
- Inspects daily pre and post-shift side duties and cleanliness of outlet areas.
- Maintains standards of food and beverage quality and guest services through instant guest feedback; resolves guest complaints in a friendly and efficient manner and follows up to ensure guest satisfaction.
- Ensures that all food on the buffet or food from the kitchen has great presentation (ie. colourful, creative).
- Participates in monthly inventories of China, Glass and Silverware.
- Promotes food and beverage programs to increase guest satisfaction, thereby generating increased sales.
- Attends weekly food & beverage meetings (in the absence of the F&B Outlets Manager/F&B Director).
- Attends departmental meetings and participates as required.
- Maintains open lines of communication with all employees and departments.
- Leads by example in responding quickly to guest and employee requests in a friendly manner and following up to ensure guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies, procedures and philosophies and is able to effectively communicate them to others.
- Other duties as assigned by supervisor or management.
QUALIFICATIONS AND REQUIREMENTS:
- High School diploma or equivalent required
- University Degree/College Diploma in the Hospitality field would be an asset
- A minimum of one year food and beverage and/ or hospitality related work experience preferred.
- Special consideration will be given to those who exhibit exemplary performance.
Certification and/or License Requirement:
- Smart Serve Certification.
- Food Handler Certification an asset.
- Interpersonal & customer service skills.
- Leadership skills.
- Oral and written communication skills.
- Attention to detail.
- Planning, organizational and multi-tasking ability.
- Time management skills.
- Will be required to work nights, weekends and holidays.
- Will be required to work in fast paced, stressful environment.
PHYSICAL/ COGNITIVE ACTIVITIES:
This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
- The majority of time will be spent moving around the outlets, supervising and assisting the outlets staff. Some lifting and pushing of trays and carts up to 50 pounds may be required.
- This person needs to speak and write clearly, plan and organize the work of others, interact professionally with the general public and make quick decisions.
- A small portion of time may be spent creating schedules and assisting in menu engineering, which requires reasoning and thinking skills.
- Since the employee in this position oversees several team members, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.
- Mathematical skills such as profit/ loss concepts, percentages and variances are used often.
HEALTH AND SAFETY:
Because safety is a management responsibility, department manager are held directly accountable for safe work practices and control of physical hazards in their areas.
DUTIES AND RESPONSIBILITIES:
1. Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
2. Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
3. Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or at a later date). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, Job Safety Analysis, procedures to follow in the event of fire, and current property safety awareness programs.
4. Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
5. Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
6. Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing. When required, work jointly with Human Resources and injured employee(s) on a timely and safe return to wok plan.
7. Insist on immediate first aid for all employee injuries where applicable. Maintain department first aid stations.
8. Identify the physical requirements of selected jobs to Human Resources to ensure effective applicant screening.
9. Actively cooperate with the Health and Safety Committee. Ensure a competent and interested department representative is at all committee meetings.
10. Insist on good housekeeping and enforce the “Clean As You Go” policy.
11. Maintain active involvement in the accomplishment of the accident prevention and reduction objective assigned to the department. Take every precaution reasonable in the circumstances for the protection of employees.
12. Review and be aware of all sections of the Health & Safety manual of the hotel.