Job Description
Specific duties, responsibilities & Key performance areas
Business Performance
- Participate in meetings to review progress towards business plan goals and develop annual business plans related to the outlet.
- Plan, implement, and measure profit enhancement programs in collaboration with the Kitchen and Marketing Departments. Prepare and submit post-promotion reports to the F&B Manager.
- Implement and maintain control measures to ensure food & beverage costs, productivity, labour costs, and operating supply costs align with the budget.
Outlet Operations
- Conduct daily departmental briefings to ensure team members receive all pertinent information.
- Oversee team members to ensure timely and proper completion of tasks according to departmental standards.
- Build relationships with guests, remembering regular patrons’ names and preferences to provide personalized service.
- Address and resolve guests’ complaints and comments tactfully and efficiently.
- Handle all administrative tasks related to cashier/bar operations in accordance with company policies.
- Maintain a department communication logbook and updated notice board.
- Monitor supply levels and ensure no shortages impact operations or guests.
- Ensure outlet and back-of-house cleanliness complies with F&B sanitation and hygiene regulations.
- Maintain complete knowledge of all food & beverage services, contents & preparation methods, and hotel services/features.
- Ensure health, safety, and security procedures are in place.
- Attend all briefings, meetings, and training sessions as assigned by management.
- Perform proper handovers and communication to the next shift.
- Assist other food & beverage outlets during peak times or as required.
Team Management
- Identify and develop team members with potential, conducting performance reviews and monitoring professionalism.
- Develop and maintain training programs for team members, focusing on their development needs and providing new skills.
- Prepare weekly staff schedules considering anticipated business, operating budgets, and service standards.
- Conduct monthly departmental meetings to provide information, obtain feedback.
Talent & Culture Responsibilities
Assist the (Department) Management Team in the following:
- Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
- Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
- Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
- Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
- Develop and implement with Shift Leaders, strategies to minimize staff turnover.
- Appraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.
- Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
- Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.
- Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.
- Ensure all staff under direct supervision are managed in accordance to the Relevant Award.
- Ensure the employee Department Induction program is completed within 4 weeks.
Health & Safety
- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate in workplace consultation on matters pertaining to Workplace Health and Safety.
- Comply with safe work practices by following Accor Health, Safety and Environment policies.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
- Attend and actively participate in all WH&S training required of you by the Hotel.
- Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
- Be fully conversant with departmental fire and evacuation procedures.
Systems & Procedures
- Log and inform your manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Follow policies and procedures outlined in the Accor Brand Standards Manual.
- Complete all duties, and ensure a concise hand over.
Guest Centric
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers are positive and productive.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
- Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
- Ensure that the Department establishes and maintains an ongoing quality service improvement program.
- Achieve a level of service quality and professionalism that consistently meets and preferably exceeds the expectations of guests.
- Attend to major operational problems and needs promptly including customer complaints, enquiries and requests.
- Answer all correspondence and enquiries received during the working week within 24 hours of receipt.
- Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible.
- Encourage customer feedback regarding product and services in the Hotel.
Other
- Take responsibility to ensure all required tasks are completed accurately and within given time frames.
- Participate in scheduled training and development programs provided by the Hotel.
- Abide by Accor policy on EEO and Harassment in the workplace.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
- Follow property procedures with respect to grooming, performance and conduct standards.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Ensure neat, clean and functionally operating outlets are presented at all times.
- Manage the Hotel’s assets in all areas to protect their long - term investment value.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Ensure confidentiality and secure storage of all intellectual property and data bases.
- Report any loss or damage to Hotel, guests or staff assets on the appropriate incident report form.
- Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
Qualifications - Matric
- A qualification in Food & Beverage Management, Hospitality Management or related field would be an advantage.
Additional Information - Hotel Operations Experience: Experience in day-to-day hotel operations is preferred.
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