Food & Beverage Operations Manager
About the role
Create a world-class Brand Home Visitor Experience at Chandon. A home that will be a COMMUNITY HUB for all. A home that will celebrate the NATURAL BEAUTY of the area. A home that will devote itself to the CELEBRATION OF CRAFTSMANSHIP. A home situated in the HEART OF NAPA. A home that will embody our founder’s MAVERICK SPIRIT. A home that will UNLEASH THE POTENTIAL of the Chandon world. The culture of Chandon emphasizes training, product knowledge, and sincere hospitality. Our beliefs are shared through the five pillars of our business. We live the sparkling life while creating genuine connections, with both OUR PEOPLE and OUR GUESTS. Caring and investing in OUR HOME, and the communities we operate in. Efficiently sustain and grow OUR BUSINESS in both revenue and profits. Born of French heritage, CHANDON HOME is our journey of greatness together while embracing its adopted California perspective with a casual vibrancy.
Responsibilities
- Lead F&B team by attracting, recruiting, training, and appraising talented personnel
- Facilitate and fully participate in all training sessions including but not limited to the following topics: Wine and Food, Sales Excellence, Service Excellence, Safety and Security
- Responsible for the delivery of ISO and service standards, sequence of service, maintaining quality equipment, par levels, product presentation, service and product training
- Support the development of annual team and individual training targets, KPI’s, policies, and procedures for new and existing team members
- Effectively coach staff on customer service standards, sales techniques, efficient teamwork and culture
- Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork
- Responsible to developing and publishing weekly schedules of direct reports
- Ensure communication of policy changes, events, and daily functions is timely and is clearly understood
- Attend/Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials
- Manage all day-to-day hospitality/ experience operations within budgeted guidelines and to the highest standards
- Examine daily duties, assign tasks, and check on progress
- Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism
- Monitor daily bookings and ensure assigned tables are prepared prior to arrival
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Actively resolve complaints
- Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings
- Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies
- Design exceptional Chandon Experience menus and seasonal offering, purchase goods when needed and continuously make necessary improvements
- Operate and oversee all Exclusive and Private Event Experiences booked on property based on BEO specifications provided
- Build a strong relationship with the Event Planning team ensuring that there is clear communication between the planning, operations, and culinary team
- Ensure all events equipment relating to food & beverage are in proper operational condition and cleaned on a regular basis
- Manage direct day–to-day staffing requirements for Exclusive and Private Event Experiences, plan and assign work, and establish performance and development goals for team members