Required to entertain, engage and plan bespoke activities. Implement The Hotel minimum standards, food & beverage offerings, bespoke special guest requests, Coach and train all colleagues. Maintain professional code of conduct at all time.
Key Duties and Responsibilities
Develop a series of food and beverage activity in conjunction with the Executive Chef.
Develop a food and beverage marketing plan.
Ensure all Hygiene minimum standards are in line with HACCP certification.
Quality and consistency of food and beverage are kept at the highest level possible.
Create a wine and beverage list in compliance with The Hotel minimum standards.
Develop and implement four dinner experiences with theme nights.
Train and Coach all colleagues with the The Hotel’s minimum standards.
Demonstrates excellent product and services knowledge.
Organize daily operation meeting.
Develop KPIs for each of the Colleagues in your department.
Conducts performance appraisals.
Maintain complete knowledge and strictly keep to local liquor regulations, particularly those prohibiting service to minors.
Check storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
Requisition linens/skirting required for business and assign staff to transport and store such to proper areas.
Make weekly schedule in accordance with staff assignment guidelines and business forecast. Adjust schedule to comply with any needs.
Ensure all Colleagues are working as scheduled.
Coordinate breaks for Colleagues.
Check areas for cleanliness, proper furnishings and equipment. Instruct and rectify deficiencies with respective Colleagues.
Implement and maintain par stocks in all area for food and beverage product.
Implement and maintain par stocks in all area for operating equipment.
Develop and maintain a stewarding decoy system in line with The Hotel’s minimum standards.
Assign Colleagues to stations according to requirements and departmental standards.
Assign work and side duties to staff in accordance with department procedures.
Communicate additions or changes as they arise throughout the shift. Identify situations, which compromise the department standard and rectify those.
Inspect grooming and attire of Colleagues. Rectify any deficiencies.
Check, plan and ensure all equipment, wares, and service carts are ready for service. Rectify any deficiencies with respective Colleagues.
Check table set-up. Make sure of its cleanliness and neatness meeting requirements and department standard. Rectify any deficiencies with respective Colleagues.
Check bar set-up for cleanliness, organization and agreement with group requirements and department standard; resolve any problems.
Assist Colleagues with their job to ensure optimum service to guests.
Observe guest reactions and confer frequently with service staff to ensure guest satisfaction.
Anticipate guests’ needs respond promptly and acknowledge all guests under any situations. Work to build positive relationship with guests.
Be familiar with all hotel service/features and local attractions/activities to respond accurately to any guest inquiry.
Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. Ability to solve guests’ dissatisfaction and answer all guests’ correspondence by mail, email and telephone or facsimile to ensure guests satisfaction (within 24 hours at the latest for written document).
Maintain cleanliness of equipment, supplies, working areas and condition.
Answer telephone within 3 rings, using correct salutations and telephone etiquettes.
Ensure all duties are completed before Colleagues sign out.
Carry out formal training program once a week to meet job standard. Hold department orientation for new Colleagues. Continue training for existing Colleagues.
Give feedback to Colleagues on their duty. In accordance with hotel standard, manage problems against the rules or hold counseling with Colleagues.
Work to create better a working environment and raise motivation and productivity of Colleagues to maximum level.
Submit repair orders to Engineer when necessary.
Record pertinent information in logbook.
Complete all paperwork and closing duties in accordance with department standard.
Examine current state of work and work handed over to manager/supervisor of next shift.
Complete training and certification check list.
Propose “Capex” items lists and follow up on their implementation.
Ensure proper storage of items to be kept accordingly to security and safety procedures.
Ensures excellent communication and working relationships with Colleagues are maintained and contribute to the team spirit.
Skills, Experience, Training & Educational Requirements
A Degree, Diploma or recognized training in Hospitality or relevant area of study.
Training in P.R. or guest services is relevant but not essential.
Any of the following specialized areas of interest, ability or training would be relevant:
1) Guest Service Experience
2) PMS System