Senior Food and Beverage Operations Manager

Job Summary

Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures. Manages day-to-day operations, monitors quality, and standards and meets the expectations of the customers on a daily basis. Maintains the operating budget, and verifies that standards and legal obligations are followed.

CORE WORK ACTIVITIES

• Assists in the ordering of F&B supplies, cleaning supplies and uniforms.
• Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures.
• Supports and supervises an effective monthly self inspection program.
• Operates all department equipment as necessary and reports malfunction.
• Supervises staffing levels to verify that guest service, operational needs, and financial objective are met.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Understands employee positions well enough to perform duties in employees' absence.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Maintains the operating budget, and verifies that standards and legal obligations are followed.
• Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.
• Coordinates cleaning program in all F&B areas (e.g., General clean), identifying trends and making recommendation for improvements.
• Establishes and maintains open, collaborative relationships with employees.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service.
• Follows property specific second effort and recovery plan.
• Stays readily available/approachable for all team members.
• Demonstrates knowledge of the brand specific service culture.

Providing Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Manages day-to-day operations, verifies that the quality, standards and meeting the expectations of the customers on a daily basis.
• Takes proactive approaches when dealing with guest concerns.
• Sets a positive example for guest relations.
• Stays readily available/approachable for all guests.
• Reviews comment cards and guest satisfaction results with employees.
• Responds in a timely manner to customer service department requests.

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Administers the performance appraisal process for direct report managers.
• Conducts hourly employee performance appraisals according to Standard Operating Procedures.
• Communicates performance expectations in accordance with job descriptions for each position.
• Verifies that employees are treated fairly and equitably.
• Strives to improve employee retention.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Manages beverage purchasing and control procedures and ensures staff is trained accordingly.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.