Restaurant Floor Manager/guest Service

Located on the brink of one of the world’s greatest natural wonders, the Marriott on the Falls Hotel and Conference Centre is minutes away from area attractions, world-class wineries, golf and casinos. With 405 guests rooms and suites, the Marriott on the Falls Hotel and Conference Centre offers exceptional guest room accommodations, sumptuous dining options at its on-site Milestones Fallsview, savory Cocktails and Tapas in our Great Room Lobby Bar, full-service Starbucks along with 23 private function rooms and boardrooms totaling over 40,000 square feet of meeting space including our 8400 sq. ft. Oakes Grand Ballroom with an additional 2700 sq. ft. foyer and much more. Whether our guests are traveling on business or taking a much needed vacation, our mission is to always exceed the expectations of our guests.

We are looking for a **Restaurant Floor Manager/Guest Service** that is passionate about food, hospitality, and who will also support and promote exceptional guest-focused service. As a Restaurant Floor Manager/Guest Service, you will manage a team of food service professionals and be responsible for the overall service in the restaurant as well as for the special functions in the private dining room. Reporting to the Director of Food and Beverage, responsibilities include but not limited to the following:

- Overseeing restaurant services operations; this includes all food service-related activities and be primarily involved in meal services in a seated dining room setting, including quality improvement, sanitation, infection control and all facility-related activities.
- Managing team member relations including recruitment, scheduling, training & developing, coaching and recognition.
- Delivering employee training and execute development strategies for area of responsibility (Server, Host and Busser).
- Monitoring/evaluating the performance of the Food and Beverage team while interacting with guests and correct as needed to achieve the highest level of guest satisfaction and quality service.
- Establishing and maintaining excellent guest service by interacting with guests to obtain feedback on product quality and service levels.
- Execute all company programs and service standards on an ongoing basis and evaluate the effectiveness and report on the key service metrics to the Director of Food and Beverage.
- Assisting with the rollout of new culinary menus.
- Working with marketing and culinary department to create marketing campaigns/promotions to capture in house guests and a larger share of the local area.
- Ensuring that the facility consistently meets the Milestones and legislative cleanliness and safety standards.
- Ensuring restaurant initiatives are executed accordingly to drive financial performance while keeping costs in line.
- Evaluate and take action to improve departmental turnover and increase employee morale by creating a supportive employee centered environment.
- Managing the inventory and shrinkage by ensuring all inventory counts (weekly, monthly & year-end) are accurately completed on time, and actioned when variances exceed budgeted amounts.
- Follow all provincial Health, Food Safety and Liquor service legislative requirements.
- Participate in the budgeting process - develop, implement and manage the budget, forecast, inventory and operating cost - (i.e., labour costs, food costs, beverage costs, supplies, equipment etc..) for the various Food and Beverage areas to maximize revenue and minimize expenses.
- Remain current in the latest food and beverage trends and ensure our offerings are up-to-date in order to remain a leader in the industry.
- Uphold staff appearance and groom policies.
- Conduct pre-shifts meeting to inform Associates of daily hotel activities.
- Serving as a role model to the team by demonstrating appropriate Milestones & Marriott service behaviours.
- Other duties as assigned to meet business needs.

**Job Requirements**:

- Minimum 3-5 years' experience as a Manager/Senior Supervisor in dining environment with similar sales volume with the primary focus being on guest service excellence.
- Post-secondary education, preferably in hospitality and/or business-related field
- High level of customer service skills, ability to communicate with guests to ensure satisfaction.
- Strong business acumen, including an understanding of budgets and operating costs
- Ability to analyze and interpret the needs of customers and offer the appropriate options, solutions, and resolutions required.
- Experience in all aspects of customer service and people management.
- Demonstrated ability to motivate and direct others.
- Extensive knowledge of restaurant operations, food and beverage.
- Strong conflict resolution, negotiation, and objection handling skills.
- Ability to respond quickly in a dynamic and changing environment.
- Outstanding attention to detail - both personal grooming/appearance and in properly identifying guest’s needs, demeanor, and level of required s