JOB OVERVIEW
Under the direction of the EAM i/c F&B and the Food and Beverage Manager, and within the limits of established InterContinental Hotels Group Policies and Procedures, overseeing and directing restaurant operation and administration.
At InterContinental Hotels we want our guests to feel special, cosmopolitan and In the Know
which means we need you to:
· Be charming by being approachable, having confidence and showing respect.
· Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking
ownership of getting things done.
· Make it memorable by being knowledgeable, sharing stories and showing your style to create moments
that make people feel special.
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
- Ensures that the monthly forecast of food and beverage revenue, cost and expense figures are achieved.
- Strictly adhere to the established operating budget and ensure that all costs are controlled.
- Manages the outlet as a separate profit centre, assuming responsibility for all revenues and expenses.
- Ensures table reservations are taken properly to maximize the restaurant turnover.
- Plans and organizes festive and seasonal food/beverage promotions within the outlet.
- Develops and implements Promotions Calendar for F&B products in restaurant
- Up-sells property facilities
- Actively pursues cost-saving measures
- Liaises with the Sales Manager during the tender process to obtain new accounts; Food and Beverage specific
- Analyses food and beverage statistics through the point-of-sale system
- Participates in the formulation of the Annual Marketing Plan, to establish a list of marketing activities in line with the compilation of the Annual Business Plan
- To maintain a breakage prevention program designed to minimize breakage of operating equipment, and to liaise directly with the Chief Steward and recommend changes to policies or procedures.
- Training staff to correctly carry chinaware and glassware, and control breakage.
- Assigned people in charge of FF&E, OS&E, inventory, and reduce loss.
PEOPLE:
- Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
- Identifies training needs and plans training programs for the associates.
- Conducts training for the associates following the Annual Training Plan so that associates have the necessary skills to perform their duties.
- Liaises and inform the Food and Beverage Department and Human Resources Department of all training session.
- Develops departmental trainers and assign training responsibilities.
- Assists in the training of the associates ensuring that they have the necessary skill to perform their duties with maximum efficiency.
- Conducts associates’ yearly performance appraisals.
- Assists in the building of an efficient team of associates by taking an active interest in their welfare, safety and development.
GUEST EXPERIENCE:
- Effectively manage the restaurant by ensuring the following:
- Oversee the Implementation of standards as detailed in the departmental standards and procedures manual.
- Adhere to opening and closing procedures.
- Adhere to bill-paying procedures.
- Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials; emphasis on upselling certain products; etc.
- Personally meet and farewell a minimum of 80% of your customers.
- Encourage and motivate staff to provide optimum service during all shifts.
- Ensures that the outlet is managed efficiently according to the established concept statements.
- Ensures that SPPS and Basic standards are adhered to, to achieve the level of service established in the Departmental Operation.
- Assigns responsibilities to subordinates and to check their performance periodically.
- Ensures that guest history data are kept up‑to‑date.
- Takes a hands-on approach in the operation of his/her outlet.
- Establishes and strictly adheres to the par stocks for all operating equipment and supplies and ensures that the outlet is adequately equipped.
- Conducts monthly inventory checks on all equipment and supplies.
- Controls the requisitioning, storage and careful use of all operating equipment and supplies.
- Conducts daily roll calls to associates on preparation, service and menu.
- Liaises with the Kitchen and other supporting departments on daily operation and quality.
- Handles all guest complaints, requests and inquiries on food, beverage and service.
- Establishes a rapport with guests maintaining good relationships.
- Revises and update the outlet Departmental Operations Manual annually
- Maintains the Daily Log Book.
- Submits to Food & Beverage Office the following:
- Weekly Schedule
- Daily Log Book
- Monthly Outlet Report
- Holiday Planning
- Monthly P&L Statement
- Monthly Training Plan
- Plans the outlet's weekly roster and work schedules to ensure that the outlet is adequately staffed to handle the level of business.
- Maintains the outlet bulletin board.
- Submits all guest/associate incident reports.
- Reports “loss and found” items.
- Attends monthly Food and Beverage Meetings and Daily Operations Meetings.
- Ensures that the outlet is kept clean and organized, both at the front as well as the back of the house.
- Liaises and organizes with the Housekeeping Department that the established cleaning schedules are strictly adhered to.
- Issues repair and maintenance job orders to ensure the proper maintenance of the outlet.
- Reports for duty punctually wearing the correct uniform and name badge at all times
- Provides courteous and professional service at all times.
- Maintains a good working relationship with own colleagues and all other departments.
- Maintains a high standard of personal appearance and hygiene at all times.
- Conducts monthly associate meetings.
- Attends all meetings as required by F&B Management.
- Supervises the associates within the department, ensuring that the correct standard and methods of service is maintained, as stated in the Departmental Operations Manual.
- Carries out quarterly, bi-yearly, yearly inventory of operating equipment.
- Ensures that all associates report for duty punctually wearing the correct uniform and name badge at all times.。
- Ensures that all associates provide courteous and professional service at all times.
- Ensures that all associates have a complete understanding of and adhere to the Hotel’s Rules and Regulations.
- Carries out any other reasonable duties and responsibilities as assigned.
- Shares recommendations and guest comments to the Chef and Food and Beverage Manager to reflect the current customer profile
- Anticipates market changes and review operations when necessary
- Conducts competitor analysis
- Creates positive publicity opportunities
- Forecasting
- Stock control
RESPONSIBLE BUSINESS:
- Ensures that all associates have a complete understanding of and adhere to the Hotel’s Policies relating to Fire, safety, and Hygiene.
- 100% adhere to FSMS policy; ensure food safety and hygiene policy.
- Ensure Best Practice is complied with in the outlet.
- Recycles wherever possible
- Ensure staff participate in hotel activities concerning responsible business.
Number of employees supervised –
Direct
All Supervisors of the Restaurant
Indirect
All Staff of the Restaurant
Annual Operating Profit/Payroll Budget –
- Department Budget
- Manning budget
- Cost control
- P&L
Key Metrics –
Department Budget
- Departmental Budget (Revenue & GOP)
- Restaurant Product Promotions
- IHG Dining Rewards Club Enrollments
- Social Media Guest Feedback Surveys
- Heart Beat Guest Satisfaction Tracking System
- Employee Survey
Decision Making Responsibilities (Decision Rights) –
- Matters pertaining to Restaurant operations
- Within the authority as assigned for the Hotel Band 6 role
QUALIFICATIONS AND REQUIREMENTS
Required Skills –
Complete Tertiary education. 1 to 2 years of working experience in a similar capacity with an international chain hotel. Must speak fluent English. Excellent Customer relations, problem-solving and time management skills.
This job requires the ability to perform the following
- Fair and firm management abilities with high influencing skills
- Strong Administration skill
- Ideal Leadership skills
- Strong knowledge of Food and Beverage (Wine, Spirits)
- Initiative
- Creative and innovative
- Hands-on approach to all operational aspects
- Possess a high personal and work standard
- Excellent Verbal & Written Communication Skills
- Self-motivated
- Coaching Skills
- Advanced computer skills
- Ability to devise and conduct staff training sessions
- Excellent Interpersonal Skills
- Strong Marketing Knowledge
Other:
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
- May be required to work nights, weekends, and/or holidays.
Qualifications –
- Diploma in Hotel Administration, Hotel Management or equivalent. Or combination of required working experience to wave education requirement.
Experience –
- Food service experience with general knowledge of restaurant operations preferred.
