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Outlets Manager

2 months ago

Vancouver, British Columbia, Canada Rosewood Hotel Group Full time

Job Title: Outlets Manager

Department: Food & Beverage

Reports to: Director of Food & Beverage

Overview:

The Outlets Manager is responsible for overseeing the daily operations of the hotel's food and beverage outlets, including the 1927 Lobby Lounge, Reflections Lounge, and Room Service. This role requires a strong leader who can maintain high standards of service, manage staff, and drive revenue growth.

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 daily reviews and ensure that departmental daily reviews are conducted for every shift with the department.
  • Attend weekly 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 occupational health and safety standards are maintained throughout the hotel and are in compliance with local, state, and Federal laws.
  • Responsible for the short and long-term planning and management of the three hotel outlets operations.
  • Maintain complete knowledge of menu items, including all liquor brands, beers, and non-alcoholic selections available in all three outlets.
  • Develop and recommend the budget, concepts, and objectives for the three outlets and manage within those approved plans.
  • Forecast revenues for the outlets and analyze food and beverage costs to maximize profits.
  • Form partnerships with outside companies to generate marketing opportunities.
  • Implement reservation systems to effectively sell and organize 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.
  • Prevent 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.
  • Check storage areas for proper supplies, organization, and cleanliness.
  • Establish par levels for supplies and equipment and complete requisitions to replenish shortages or additional items needed for the anticipated business.
  • Support 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, and track revenue against budget.
  • Ensure weekly work schedules in accordance with staffing guidelines and labor forecasts.
  • Ensure that staff report to work as scheduled and coordinate breaks for staff.
  • Assign work and side duties to staff in accordance with departmental procedures.
  • Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
  • Inspect grooming and attire of staff and rectify any deficiencies.
  • Constantly monitor and document staff performance in all phases of service and job functions.
  • Direct and oversee the management and development of all internal guests in Outlets.
  • Inspect table set-ups and check for cleanliness, neatness, and agreement to departmental standards.
  • Ensure that specified amounts 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.
  • Be familiar with all hotel services and features 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 and 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.
  • Maintain our high-quality standards of beverage program and ensure bartenders are motivated and participate in an ongoing training and promotions.
  • 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.
  • 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 monitor 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.
  • Flexible working hours.
  • 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.