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KEY RESPONSIBILITIES

Job summary –

Single point of accountability (SPA) for the entire venue and is responsible for venue financials, venue profitability, hitting or exceeding venue goals, as well as motivating, coaching, and leading the team. Ensures the venue is running effectively and meeting all Company standards to include execution of service, guest interaction, atmosphere, and cleanliness. Genuine passion for the hospitality industry and entrepreneurial spirit.

The majority of the time for this position is based in the operation, working within the restaurant. The expectation of this role is to be based on the floor during the service hours and working with, guiding, and coaching the associates and making lasting connections with the guests.

Building a stable and precise team that is focusing on the guest, and constantly pushing to improve, by implementing improvements and enhancements that align to the LQA and Forbes 5-star requirements and expectations.

Essential Duties and Responsibilities – (Key Activities)

·       Provide exceptional service and ensure guest satisfaction with dining experiences, the leader must hold themselves and the team to an extremely high, consistent standard.

·       Ensure the delivery of brand promise, supporting the implementation of the Ways We Work, demonstrating and reinforcing Rosewood Hotels and Resorts, Values and Culture Characteristics

·       Exercise responsible supervisory behavior at all times and positively represent the restaurant management team and Rosewood Hotels & Resorts

·       Manage team of food and beverage professionals ensuring brand standards and required sequence of service components are executed with precision

·       Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

·       Ensure discretion and confidentiality with VIP/SAG guests

·       Preparation of budgets, analysis of P&L’s, sales projections, and revenue control.

·       Ensure all associates are following the dining room’s Order of Service and Standard Operating Procedures at all times

·       Conducts interviews, hires, training, performance manage and termination restaurant associates.

·       Schedule associates and prepare payroll documents to ensure associates are properly compensated.

·       Ensure that standards are maintained at a superior level on a daily basis.

·       Manage guest relations and ensure guest satisfaction

·       Maintain complete knowledge of:

• All liquor brands, beers and non-alcoholic selections available in Restaurant
• The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
• Designated glassware and garnishes for drinks.
• All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation, and prices.
• Daily menu features, substituted items.
• Dining room layout, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code.
• P.O.S. and manual system procedures.
• Daily house count, arrivals/departures, V.I.P.'s.
• Scheduled in-house group activities, locations, and times.
• Correct maintenance and use of equipment.
• All department policies/service procedures.

·       Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving.

·       Check storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.

·       Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

·       Requisition linens/skirting required for business and assign staff to transport such to the restaurant.

·       Partner with the Chef de Cuisine in the creation of new items for the restaurant based on guest feedback and sales records, review daily specials and unavailable items.  Ensure that associates are aware and informed.

·       Participate in establishment of a marketing and public relations plan for the restaurant.

·       Review sales for previous day; resolve discrepancies with accounting. Track revenue against budget.

·       Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

·       Ensure that staff report to work as scheduled. Document any late or absent employees.

·       Coordinate proper breaks for staff.

·       Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.

·       Monitor the preparation of station assignments, ensuring compliance to departmental standards.

·       Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

·       Inspect grooming and attire of staff; rectify any deficiencies.

·       Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

·       Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.

·       Inspect table set-ups; check for cleanliness, neatness, and agreement to departmental standards; rectify deficiencies with respective personnel.

·       Inspect all aspects of the restaurant environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.

·       Ensure that the Host stand is clean, organized and stocked with designated supplies.

·       Review the reservation book, pre-assign designated tables and follow up on all special requests.

·       Ensure that specified number of menus and wine lists are available and in good condition for each meal period.

·       Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.

·       Monitor and assist Host in greeting and escorting guests to their tables according to departmental procedures. Ensure that tables are seated to best service the guests.

·       Anticipate heavy business times and organize procedures to handle extended waiting lines.

·       Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.

·       Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

·       Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.

·       Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.

·       Check the status of all orders and ensure that they are delivered within designated timelines.

·       Monitor and ensure that all tables are cleared and reset according to department procedures.

·       Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

·       Assist Restaurant staff with their job functions to ensure optimum service to guests.

·       Answer Restaurant phone within 3 rings, using correct salutations and telephone etiquette as needed.

·       Access all functions of the P.O.S. system in accordance with specifications. Restock journal tape and change ribbons as needed.

·       Manage and approve void checks in accordance with accounting procedures.

·       Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with accounting standards.

·       Issue manual checks when the system is down and ensure accountability of such.

·       Run system-closing reports and ensure that all servers' checks are closed before they sign out.

·       Ensure all closing duties for staff are completed before staff sign out.

·       Conduct formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

·       Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.

·       Foster and promote a cooperative working climate, maximizing productivity and employee morale.

·       Prepare and submit daily/weekly payroll and tip distribution records.

·       Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

·       Document pertinent information in department logbook.

·       Complete all paperwork and closing duties in accordance with departmental standards.

·       Review status of assignments and any follow-up action with the immediate supervisor.

·       Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow employees.

·       All other duties as required.

Health & Safety

·       Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

·       The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

·       Report any defects in the building, plant or equipment according to hotel procedure.

·       Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.

·       Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

·       Be fully conversant with:

o   OSHA Regulations

o   Risk Assessments for your department

o   Hotel Fire & Bomb Procedures

Confidentiality

·       Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates.  It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

Other

·       Comply and adhere to the Rosewood company policies.

·       Take on other tasks in addition of the ones stated, in a reasonable framework.

·       Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

·       Model the company’s culture, vision, mission, and core values at all times.

·       While this job description is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.

·       As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Required Skills

General Skills

Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

·     Thorough understanding of financial reports including labor; ability to effectively direct and manage all facets of the Restaurant.

·     Thorough knowledge of first-class F & B operations & imported and domestic wines

·     Demonstrate project management experience in organizing, planning, and executing large-scale projects from conception through implementation

·     Demonstrated experience in leading and developing people and the ability to establish rapport and/or influence and gain understanding of others

·     Ability to lead a team, flexibility with work schedule

·     Ability to enforce hotel's standards, policies, and procedures with all kitchen personnel; ability to prioritize, organize and delegate work assignments

• Ability to direct performance of Restaurant associates and follow up with corrections where needed; ability to motivate Restaurant associates and maintain a cohesive team.
• Ability to promote positive work relationships with service personnel and other departments
• Ability to ascertain associates training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines
• Ability to maintain good coordination; ability to transport cases of received goods to the workstations; ability to transport pots and pans of food from storage/prep areas to the serving line; ability to work an 8–12-hour shift, 5-7 days per week noisy and sometimes close conditions
• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards is met; ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions
• Required to speak, read, and write English, with fluency in other languages a bonus.
• Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. 

• Restaurant Environment- constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Work Management

·       Ability to manage multiple tasks

·       Can meet deadlines

·       Thinks globally

People Management

Creates work environment that:

·       Energizes, motivates, and supports employees

·       Foster a climate of open communication, trust, and respect

·       Encourages team behavior

·       Effectively communicates with all levels

Other/Attributes

·       Passionate and dedicated

·       Is patient, yet persistent

·       Culturally aware and sensitive

Qualifications 

·       Diploma/Some College or an equivalent combination of education and work-related experience.

·       Maintain current and valid ServSafe Manager certification and TIPS certification

Experience

·          Minimum three years’ experience as a Restaurant Manager

·          Hotel operational exposure (i.e. F&B) preferred

·          Experience with a luxury or ultra-luxury property required