Outlets Manager

JOB TITLE: OUTLETS MANAGER

DEPARTMENT: FOOD & BEVERAGE

REPORTS TO: DIRECTOR OF FOOD & BEVERAGE

OVERVIEW/BASIC FUNCTION:

Responsible for managing all aspects of the Food and Beverage outlets functions for 1927 Lobby Lounge, Reflections Lounge and Room Service, in accordance with hotel standard operating procedures. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Attend Rosewood Daily Review and ensure that departmental daily reviews are conducted for every shift with the department

• Attend weekly Heath Labor Management meetings and ensure that daily and weekly labor management procedures are followed.

• Ensure that daily payroll management procedures are submitted within deadlines. Ensure payroll paperwork is submitted on time for all departments within your department. Ensure staff adheres to the proper requisition process.

• Ensure occupational health and safety standards are maintained throughout the hotel and are in compliance with local, state and Federal laws. Follow up on items requiring actions from the Occupational Health & Safety Committee.

• Follow up on items requiring actions from the Coffee Club committee.

• Responsible for the short and long term planning and the management of the three hotel outlets operations.

• Maintain complete knowledge of menu items including:

o All liquor brands, beers and non-alcoholic selections available in all three outlets.

o The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.

o Designated glassware and garnishes for drinks.

o All food menu items, preparation method/time, ingredients, portion sizes, garnishes, presentation and prices.

• In charge of Micros P.O.S for the Hotel (Maintenance and inputting menus).

• Daily occupancy, arrivals/departures, V.I.P.'s.

• Scheduled in-house group activities, locations and times.

• Develop and recommend the budget, concepts and objectives and manage within those approved plans. Achieve/ exceed annual budgets.

• Forecast revenues for the outlets and analyze food and beverage costs in order to maximize profits for the three outlets.

• Form partnerships with outside companies to generate marketing.

• Implement reservation system to effectively sell and organized private events in the Outlets.

• Implement and maintain food and beverage sales and marketing programs relating to all three outlets.

• Correct maintenance and handling of equipment. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• Prevents loss of equipment and assets by enforcing strict controls.

• Assist in the ordering of liquor and wine for the hotel with the Purchaser.

• Exercise Serving it Right parameters and maintain complete knowledge and strictly abide by liquor regulations, particularly those prohibiting service to minors, intoxicated persons and impaired driving.

• 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.

• Supports the Head Chef in the creation of new items for the three outlets based on guest feedback and sales records.

• Review sales for previous day; resolve discrepancies with Accounting. Track revenue against budget.

• Ensure weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust accordingly to meet the business demands.

• Ensure that staff report to work as scheduled. Coordinate breaks for staff.

• Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.

• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

• Inspect grooming and attire of staff; rectify any deficiencies.

• Constantly monitor and document staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. Handle disciplinary problems and counsel employees according to hotel progressive discipline standards.

• Direct and oversee the management and development of all internal guests in Outlets. Responsibilities include hiring, training, coaching and counseling, scheduling, conducting annual performance reviews, and day to day operations of all three outlets.

• Inspect table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.

• Ensure that specified amount of menus and wine lists are available and in good condition for each meal period.

• Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.

• Anticipate heavy business times and organize procedures to handle extended waiting lines.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.

• Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

• Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.

• Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.

• Check the status of all orders and ensure that they are delivered within designated timelines.

• Monitor and ensure that all tables are cleared and reset according to department procedures.

• Answer outlet phone within 3 rings, using correct salutations and telephone etiquette.

• Handle voids, allowances and entertainment bills in accordance with accounting procedures.

• Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with accounting standards.

• Issue manual checks when the system is down and ensure accountability of such.

• Run system-closing reports and ensure that all servers' checks are closed before they sign out.

• Ensure all closing duties for staff are completed before staff sign out.

• Conduct a formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

• Maintain our high quality standards of beverage program, ensure bartenders are motivated and participate in an ongoing training and promotions to ensure the outlets are known for the Best Bars/ Lounges in Vancouver

• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

• Respond to all calls and emails promptly.

• Direct the implementation of payroll, reports, forecast, budget and inventory for the three outlets operations.

• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

• Complete all paperwork and closing duties in accordance with departmental standards.

• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

• To be team oriented and to be able to cope with high volumes of business and adjust accordingly.

• Constantly monitors the market trends.

• Ensure all fire and safety procedures are followed.

• Maintains an excellent reputation in the eyes of the public, the owners, the guests and the staff. Searches for new business, follows up leads, receives and entertains potential customers and exercises good PR with repeat customers.

• Flexible working hours. They are expected to be on duty during normal working hours and whenever their presence is required due to exceptional cases.

• Coordinate outlets operations with other hotel departments to ensure efficient guest service.

• All other job duties as can be reasonably required.

QUALIFICATIONS:

• Experience: Minimum three years' experience as a Manager/ Supervisor with a luxury food and beverage operation.

· Education: High school diploma. Diploma/degree in Hospitality/Culinary Management preferred with proven record in delivering operating results in high volume banquet operations in four/five star hotels.

• General Skills: Professional, positive image, with strong leadership skills; must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; proven ability to develop and train staff; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills: Full Knowledge of various food and beverage products and service styles; ability to satisfactorily communicate in English with guests, management and co-workers to their understanding; ability to compute basic mathematical calculations; excellent salesmanship skills; familiarity with food and beverage cost controls; full knowledge of Micros point of sale systems; fully fluent in Excel and Word.

• Language: Required to speak, read and write English. Additional language is an asset.

• Physical Requirements: Must be able to exert physical effort in transporting 75 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications: Serving it Right, Food Safe.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.