Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
· Recognizes good quality products and presentations.
· Maintains service and sanitation standards in related F and B areas.
· Ensures compliance with food handling and sanitation standards.
· Ensures compliance with all local, state and federal regulations.
· Ensures staff understands local, state and Federal liquor laws; monitors alcohol beverage service in compliance with local laws.
· Ensures staff is trained or has completed approved responsible beverage service training programs.
· Manages beverage purchasing and control procedures and ensures staff is trained accordingly.
· Ensures food, beverage, china, glass, cutlery and other inventory levels are kept in accordance to corporate guidelines and storerooms are cleaned and maintained.
· Maintains procedures for food & beverage portion and waste controls.
· In the absence of a Senior Supervisor or Supervisor, may supervise daily shift operations and assist servers and hosts on the floor during service periods and high demand times.
· Works with the Chef to develop promotions, food and wine pairings, menu items and presentations.
· Facilitates pre-meal briefings with the Chef and supervisory team to educate staff on menu items including ingredients, preparation methods and unique tastes.
· Manages service delivery in outlets to ensure guest is serviced from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfilment of special requests, collection of payment & invitation to return).
· Oversees the bookings and manages the service of all F and B services
· Understands and communicates to staff the operating and maintenance procedures of all departmental equipment.
· Programs the point of sale system.
· Coordinates with the Engineering department and manages an effective repair and maintenance program.
· Ensures uniforms are properly inventoried and maintained.
· Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
· Trains managers and associates in accident prevention and ensures all associates understand and comply with loss prevention policies to prevent accidents and control costs.
· Effectively investigates, reports and follows-up on associate and guest accidents.
Guest Satisfaction
· Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
· Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction; effectively responds to and handles guest problems and complaints.
· Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.
· Observes service behaviours of associates and provides feedback to individuals and or supervisors; continuously strives to improve service performance.
· Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate corrective action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
· Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
· Acts as the guest service role model for the operations, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.