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 and 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. Use Department Procedure Manuals as a base for all service procedures training.
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
- 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, as per the hotels agreed arrangements.
- Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
- 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. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
- 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, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
- 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 (internal or external) are positive and productive; call the Manager on Duty if difficulties arise.
- 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. Practice positive problem solving in all aspects of customer service.
- Answer all correspondence and enquiries received during the working week within 24 hours of receipt; maintain good public relations with customers.
- Maintain staff focus on ‘the Customer’s need’, individualizing and personalizing service where possible, encourage staff to use initiative.
- Encourage customer feedback regarding product and services in the Hotel. Listen to and take action on this feedback.
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 to improve self and department standards and attend departmental meetings as required.
- 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, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
- 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, both hard copy and electronic. Adhere to Accor Internet and Email policy.
- 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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