Functions as the Business Manager and Marketing Specialist for the Food, Beverage and Kitchens Division, and ensures that all the outlets and events operate successfully, in accordance with the standard of the hotel and are individually profitable. Is responsible for the evolution of the division and creating exceptional programming, partnerships, experiences and pop-ups through out the year.
Administration
- Ensures that the Food, Beverage and Kitchens 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 ensures that departmental briefings and meetings are effective and conducted as necessary.
Guest Satisfaction
- Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.
- 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, working through Department Heads to coach associates in guest service skills as necessary.
- Ensures that all guest and associate complaints are resolved in a quick and efficient manner.
- Maintains positive guest and associates interactions with good working relationships.
Finance
- Maximises 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 centre (e.g. Outlet, Bar, Banquets) is operated in line with maximising profit while delivering on the brand promise.
- Ensures that each cost centre (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
- Coordinates the preparation of the Annual Business Plan for Food, Beverage and Kitchens.
- Analyses business performance strategically to facilitate accurate and meaningful forecasting, involving the respective Department Heads as appropriate.
- Manages costs proactively based on key performance indicators, working through the respective Department Heads as appropriate.
- Participates in the negotiation of preferential contracts for Food, Beverage and Kitchens items yielding possible rebates (not volume based), cash sponsorships or incentives such as training or educational trips.
- 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. In particular, high use assets such as chinaware, glassware and flatware.
- Participates in weekly yield and revenue management meetings actively, overseeing the appropriate pricing structures to maximise yield and overall profits in Outlets and Banquets.
Marketing
- Prepares, utilises and updates an 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 own operations remain competitive and cutting edge.
- Encourages Department Heads to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.
Operations
- 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 Department Head to make adjustments where necessary.
- Ensures that all Food, Beverage and Kitchens Fundamentals are introduced, implemented and consistently maintained.
- Provides feedback on the results of the Consumer Audit and ensures that the relevant changes are implemented.
- Works closely with other Executive 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, Beverage and Kitchens associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
- Ensures that all associates are up to date with the availability of seasonal and new products on the market.
- Tastes and monitors the food, beverage and kitchens products served throughout the operation, providing feedback where appropriate.
- Reviews and updates all aspects of Events Managements.
Human Resources
- Oversees and assists in the recruitment and selection of all Food, Beverage and Kitchens associates. Ensures that Department Heads follow hotel guidelines when recruiting and use a competency-based approach to selecting their associates.
- Oversees the punctuality and appearance of all Food, Beverage and Kitchens 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.
- Maximises the effectiveness of Department Heads by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
- Conducts annual Performance Development Discussions with key Food, Beverage and Kitchens associates and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.
- Ensures that each Department Head plans and implements effective training programmes for their associates in coordination with the Talent Development Director and their Departmental Trainers.
- Encourages associates to be creative and innovative, challenging and recognising 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.
- Feedback the results of the Associate Opinion Survey and ensures that the relevant changes are implemented.
