Food and Beverage Operations Manager

Job Title: Food and Beverage Manager

Job Summary:

The Food and Beverage Manager is responsible for the daily operation of the restaurant and bar, ensuring that customers are satisfied with their dining experience and managing the business to ensure it is profitable.

Main Responsibilities:

• Attend and actively participate in weekly Head of Department meetings, respecting the confidentiality of issues discussed.
• Manage the service of food and beverage within the restaurant, bar, room service, and conferencing areas.
• Ensure cleaning and maintenance of outlets, work areas, tableware, utensils, and other materials and equipment used by the restaurant, bar, room service, and conference areas.
• Regular liaison with Maintenance to ensure maintenance requests are completed quickly, focusing on guest needs as a priority.
• 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.
• Management and guidance of 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 enquiries 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.
• Be knowledgeable of and operate within appropriate outlet and hotel liquor licensing guidelines and House Management Policies.
• Maintain currency of RSA certification, amendments, and updates and adhere to RSA principles.

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 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 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 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. 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 handover.

Customer Relations:

• 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 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 databases, 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:

• Minimum 2 years of relevant experience.
• Excellent customer service skills.
• Strong communication abilities.
• Knowledge of food and beverage menu items.
• Basic math proficiency for handling transactions.
• Attention to detail in all tasks.
• Ability to work efficiently in a fast-paced environment.
• Understanding of hygiene and safety practices.
• Team player with good interpersonal skills.
• Flexibility in work schedule, including evenings and weekends.

Additional Information:

Special Note:

During the course of duty, you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times. Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The hotel relies on the flexibility of its staff to ensure the continuity of the high standards currently being achieved. It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment. The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Information on the processing of personal data:

When you submit an application to [HQ and Midscale Hotels: Accor UK Business & Leisure Hotels Limited] OR [Ibis Family Hotels: Accor UK Economy Hotels Limited], trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application. We may also process data supplied to us by third parties, for example, one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision. In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018). Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification, and deletion is available in our Employee Privacy Policy.