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Restaurant Operations Director

2 months ago

Mississauga, Ontario, Canada Marriott Full time
Job Summary

We are seeking a highly skilled and experienced Food and Beverage Operations Manager to join our team at Marriott International. As a key member of our Operations Support Resources team, you will be responsible for overseeing the daily operations of our food and beverage outlets, ensuring that our guests receive exceptional service and that our standards of quality and safety are met.

Key Responsibilities
  • Managing Day-to-Day Operations
    • Assist in the ordering of food and beverage supplies, cleaning supplies, and uniforms.
    • Supervise daily food and beverage shift operations and monitor compliance with all food and beverage policies, standards, and procedures.
    • Support and supervise an effective monthly self-inspection program.
    • Operate all department equipment as necessary and report malfunctions.
    • Supervise staffing levels to ensure that guest service, operational needs, and financial objectives are met.
    • Encourage and build mutual trust, respect, and cooperation among team members.
    • Understand employee positions well enough to perform duties in employees' absence.
    • Develop specific goals and plans to prioritize, organize, and accomplish work.
    • Monitor and maintain the productivity level of employees.
    • Verify that all team members/supervisors understand the brand-specific philosophy.
    • Maintain the operating budget and verify that standards and legal obligations are followed.
    • Assist supervisors in understanding team members' ever-changing needs and expectations and how to exceed them.
    • Celebrate and foster decisions that result in successes as well as failures.
    • Communicate areas that need attention to staff and follow up to verify understanding.
    • Coordinate cleaning programs in all food and beverage areas (e.g., general cleaning), identifying trends and making recommendations for improvements.
    • Establish and maintain open, collaborative relationships with employees.
    • Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, and passion for providing service.
    • Follow property-specific second effort and recovery plans.
    • Stay readily available/approachable for all team members.
    • Demonstrate knowledge of the brand-specific service culture.
  • Providing Exceptional Customer Service
    • Provide services that are above and beyond for customer satisfaction and retention.
    • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
    • Serve as a role model to demonstrate appropriate behaviors.
    • Manage day-to-day operations, monitor quality, and standards, and meet the expectations of the customers on a daily basis.
    • Take proactive approaches when dealing with guest concerns.
    • Set a positive example for guest relations.
    • Stay readily available/approachable for all guests.
    • Review comment cards and guest satisfaction results with employees.
    • Respond in a timely manner to customer service department requests.
  • Additional Responsibilities
    • Provide information to supervisors and coworkers by telephone, in written form, email, or in person.
    • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
    • Analyze information and evaluate results to choose the best solution and solve problems.
    • Perform hourly job functions if necessary.
    • Extend professionalism and courtesy to team members at all times.
    • Comprehend budgets, operating statements, and payroll progress reports.
    • Perform other duties as assigned to meet business needs.
    Management CompetenciesLeadership
    • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
    • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
    • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
    • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
    Managing Execution
    • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
    • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment of goals; proactively takes action and goes beyond what is required.
    • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
    Building Relationships
    • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
    • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
    • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement, and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
    Generating Talent and Organizational Capability
    • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
    • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
    Learning and Applying Professional Expertise
    • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
    • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

100% travel required in Canada.

Part of the Operations Support Resources team.