JOB SUMMARY

Position responsible for assigned food and beverage/culinary operations.  Oversees guest and employee satisfaction, maintaining standards and performs chef and waiter duties as/when required to ensure continuity in the department's operations. Partners with the Food and Beverage Manager to meet and exceed the department's financial goals.

CANDIDATE PROFILE 

Education and Experience

• GCSEs, High school diploma or equivalent; proven experience in the food and beverage, culinary, or related professional area.

OR

• Degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; proven experience in the food and beverage, culinary, or related professional area.

CORE WORK ACTIVITIES

Assisting in Food and Beverage Operations

• Provide cover for chef and waiter shift during vacation or other absences from the team.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Uses coaching skills throughout the property.

• Provides excellent customer service to all employees

• Demonstrates self confidence, energy and enthusiasm.

• Responds quickly and proactively to employee's concerns.

• Motivates and encourages staff to solve guest and employee related concerns.

Operations/Property Management 

• Ensures compliance with all food & beverage policies, standards and procedures.

• Recognizes good quality products and presentations.

• Maintains service and sanitation standards in Room Service and kitchen areas.

• Ensures compliance with food handling production and sanitation standards.

• Ensures compliance with all local, state and COSHH regulations.

• Ensures food, beverage, china, glass and silver inventory levels are kept in accordance to corporate guidelines.

• Works with the kitchen team to develop special menus for Room Service and staff menu, and ensure that all menu items can be executed in the Room Service setting.

• Develops and manages amenity package programs and distribution.

• Ensures correct presentation, timely delivery and correct billing of VIP complimentary gifts.

• Understands and communicates to associates the operating and maintenance procedures of all departmental equipment.

• Ensures uniforms are properly inventoried and maintained.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Ensures all associates understand and comply with loss prevention policies to prevent accidents and control costs.

• Effectively investigates, reports and follows-up on associate and guest accidents.

Guest Satisfaction

• Empowers associates to provide excellent customer service.  Ensures associates receive on-going training to understand guest expectations.

• Observes service behaviors of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate correction action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Interacts with guests, either via phone or in person, during meal delivery to gauge satisfaction.

• Provides excellent customer service to both guests.

• Responds quickly and proactively to the concerns of both guests.

• Understands the brand's service culture.

• Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.

• Follows up to ensure complaints have been addressed to the guest's satisfaction.

• Develops a relationship with all guests to build repeated clientele internally and externally.

Human Resources

• Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation.

• Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.

• Uses all available on the job training tools for associates; implements and manages training initiatives and conducts training when appropriate.

• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

• Conducts hourly associate performance appraisals according to Standard Operating Procedures.

• Administers the performance appraisal process for direct reports.  Assist with the development of business goals and development plans.  Assists associates based on their individual strengths, development needs, career aspirations and abilities.

• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

• Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns.  Ensures associates are treated fairly and equitably.  Constantly strives to improve associate retention.  Brings issues to the attention of Human Resources as necessary.

• Assists the Food and Beverage Manager with the associate progressive discipline procedures for areas of responsibility.  Ensures hotel policies are administered fairly and consistently.  Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

• Ensures on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance and produces desired business results.

• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.  Maintains an on-going associate recognition program.

• Ensures self and direct reports attend appropriate core training classes.

Sales and Revenue Management

• Partners with the Food and Beverage Manager to implement new concepts and promotions for the food and beverage department.

• Partner with the Food and Beverage Manager to develop and critique marketing plans for Room Service operations.

• Ensures focus on maximizing revenue opportunities through competitive pricing of Room Service products and services.

• Markets Room Service to members and guests.

• Benchmarks the competition and is aware of competitive promotions and strategies.

• Develops and implements incentive programs for staff to maximize revenue and encourage goal attainment for all areas.

• Monitors actual and projected sales on a daily basis.  Reviews room capture ratios and average check to ensure revenue goals are met or exceeded.  Identifies and addresses opportunities as needed.

Financial Management

• Complies with all corporate accounting procedures.

• Assists the Food and Beverage Manager with monitoring the department budget by reviewing operating statements, budget worksheets and payroll progress reports.

• Utilizes the current rota management system to effectively schedule to business demands and for tracking of associate time and attendance.  Communicates the schedule to the team at least one week in advance.

• Support the Food and Beverage Manager with the department's controllable expenses to achieve or exceed budgeted goals.

• Participates in the development of department's capital expenditure goals; manages projects as needed.

• Participates in the budgeting process for areas of responsibility.

• Prepares weekly and period end P&L critiques.

• Understands the impact of department's operation on the overall hotel financial goals; educates staff on details as appropriate.

• Ensures cash control and liquor control procedures are followed by all Room Service associates.

Additional Responsibilities as Assigned

• Complies with all corporate accounting procedures.

• Assists department Manager and  GM as needed with annual Quality audit.

MANAGEMENT COMPETENCIES

Leadership:

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.  

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution:

• Building and Contributing to Teams - Actively participates as a member of the food and beverage team, as well as the site's management team, to move the business towards the achievement of its goals.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships:

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability:

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise:

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

• Food Production and Presentation - Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards. Willingness to adhere to internal company standards.

• Food and Beverage Marketing - Knowledge of local and internal marketing efforts to drive revenue. Develops and executes marketing plans using relevant information as appropriate such as feedback gathered from customers.

• Food and Beverage Inventory - Knowledge of procedures and techniques for food storage and rotation, quality assurance audit requirements, merchandising food products, inventory and supply storage, and shift production.

• Food and Beverage Sanitation - Knowledge of procedures and techniques for kitchen maintenance, cleaning, and use of sanitation systems; use of grease trap; trash compactor(s), Baler operation, dish machines, and other equipment. Knowledge of techniques for care and cleaning of silver, stainless steel, and dish machines.

• Bar Concepts - Promotion of beer, wine, and spirits to drive awareness and sales; knowledge of industry trends in food, beverage, and design to maintain competitive.

• Coffee and Tea Service - Knowledge of coffee and coffee equipment and procedures for brewing and preparing coffee and specialty drinks; understanding of coffee break standards and service.

• Dining - Knowledge of procedures and techniques to serve guests; menu content and creation; MICROS system; taking dining and room service orders; doorknob menus; room service delivery, etiquette, safety, and security; amenity process and delivery; food and beverage service standards, service cart setup.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, basic spreadsheets, Internet browsers, etc.).

• Chef skills

• Waitering skills

• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

• Reading Comprehension - Demonstrates understanding of written sentences /  paragraphs in work-related documents.

• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

EVALUATION PROCESS

By whom:            Food and Beverage Manager

Frequency:         Standard: Mid-year review with a full performance review in December-January annually.

Criteria:               Accuracy, timeliness, positive attitude, and overall performance

Standards:          Quality/Quantity

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.