Food & Beverage Operations Manager

Job Title

Food & Beverage Operations Manager

Company Overview

The Food & Beverage Manager will be responsible for overseeing the daily operations of the restaurant and bar, ensuring that customers receive an exceptional dining experience. This role is ideal for individuals with a passion for delivering high-quality food and beverage services.

Key Responsibilities

• Service Delivery:
• Manage the service of food and beverages in the restaurant, bar, room service, and conferencing areas, ensuring that customer needs are met efficiently.
• Lead by example, demonstrating a commitment to providing excellent customer service.

Main Objectives

1. Ensure the effective management of food and beverage costs, upholding menu standards, and controlling inventory.
2. Carry out duty management shifts according to the DM ROTA and business needs.

Main Duties

• Attend and actively participate in weekly Head of Department meetings, respecting confidentiality as required.
• Manage the service of food and beverages within the designated areas, maintaining high standards of quality and presentation.
• Ensure cleaning and maintenance of outlets, work areas, tableware, utensils, and other materials used by the restaurant, bar, room service, and conference areas.
• Regularly liaise with Maintenance to ensure maintenance requests are completed promptly, prioritizing guest needs.
• Coordinate between Food & Beverage and Front Office to ensure preparations for conferences involving Front Office/Housekeeping have been made.
• Assist in the preparation of monthly restaurant, bar, and conference reports, commenting on key performance indicators and action taken to keep on target.
• Manage and guide outlet staff under control, namely Food & Beverage Supervisors.
• Prepare weekly and monthly forecasts for restaurant, bar, room service, and conference areas.
• Ensure constant liaison with the Conference Sales Manager and Conference Coordinator.
• Adhere to Emergency Communication procedures, ensuring that inquiries from the media are only responded to by the nominated spokesperson.
• Strive to implement the Accor Vision and demonstrate active use of Accor Values.
• Any other duties assigned by your manager.
• Maintain currency of RSA certification, amendments, and updates and adhere to RSA principles.

Talent & Culture Responsibilities

• Assist the (Department) Management Team in establishing ongoing 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 strategies and practices are in place to facilitate the efficient and effective staffing of the 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 strategies with Shift Leaders to minimize staff turnover.
• Appraise staff performance using the Accor Performance Review system, ensuring 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 with 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.
• 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.

Customer Relations

• Provide efficient, friendly, and professional service to all guests.
• Lead by example when attending to guest requests, showing 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, calling 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 actively selling 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, maintaining 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, 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 workplace 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.

---