Job Description
Responsible for overall administration and operation of the F&B Outlets. Maintain a high and consistent standard of service in line with brand standards and F&B SOPs. Lead the team members, maximize profit and guest satisfaction, on a consistent basis. Perform the role of a service leader for an outstanding service for guests at all times. Maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests. Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues. Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance. Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you. Maintain high Team focus by showing team work and support to colleagues in the pursuit of team goals. Contribute ideas and suggestions to enhance operational/environmental procedures in the Resort. Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. Ensure that True Waldorf Service and the Waldorf Astoria Brand Standards are fully implemented and demonstrated by all Members of the Team. Have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety and take necessary action when required. Provide guests with friendly, efficient, accurate and polite service at all times. Ensures that the outlet is fully compliant with Waldorf Astoria Service Delivery Standards and the Quality Assurance Audit standards. Have a complete understanding of the Waldorf Astoria Seychelles Platte Island Island’s Team Members Handbook and to adhere to the rules and regulations of the Resort. Maintain a high standard of personal appearance and hygiene at all times by adhering to the Waldorf Astoria Seychelles Platte Island Grooming Standards. Report to work punctually wearing the correct uniform, nametag, captain order, pen, wine opener and lighter at all times. Take direction from and carry out any requests by management in conjunction with work. Effectively communicates with other Team Members including concessionaires and third parties. Works closely with all departments of the resort to ensure a thoroughly enjoyable experience for the guests and a profitable hotel operation. Seek guidance and support in order to ensure that all the standards are implemented and maintained at all times. Consistently and diligently check that mise en place, service, and cleaning in the outlet (heart and front of the house) are of the highest standards and takes any necessary corrective action. Ensure the availability of all food & beverage item (including tobacco) and suggest the best alternative in case of shortage. Be aware of requirements in terms of food safety and hygiene standards and checks that these standards are implemented and maintained in all service and guest areas, and takes any necessary corrective action. Report maintenance request to relevant department within the set procedure and follow up through appropriate channels. Execute all F&B activities and promotions according to guidelines given by F&B and Resort management. Be involved in the formulation of the capital expenditure budget. Be responsible for updating outlet F&B tracker, commercial focus report outlet, claw back reports, outlet team member’s vacation plans. Keep abreast of industry trends, through trade publication reading, visit to competition and network, and therefore suggests ideas and alternatives on an on-going basis in order to improve quality/selection of food and beverage items (including cigars) and standards of service. Performs additional tasks as requested by the F&B management. Keep up-to-date with the SALT (Satisfaction and Loyalty Tracking) results and to seek to positively influence these results by following the Waldorf Astoria Brand Standards. Communicate SALT results with the team, discuss, implement and encourage best practices to increase SALT score together with the team. Maintain a high guest service focus and always provide Guests with an enjoyable and memorable experience. Constantly strive to increase guest satisfaction through quality, creativity, range and value for money throughout the Resort in all facilities & services. Maintain a high guest service focus through a “Can Do” & flexible attitude. Cultivate guest relations and rapport always aiming to go the “extra mile” with every single guest and anticipate his/her needs. Get feedback from customer on an on-going basis, and suggest corrective actions to the Food & Beverage Management. Handle queries and complaints in a timely, efficient and diplomatic manner. Records them in appropriate format. Communicate results and action plans for Global team member surveys and other such forums. Promote the resort’s facilities and services by engaging Guests in conversations about F&B events, Specialty Restaurants, Excursions, Spa treatments etc. Check inventory and approve all store requisitions to ensures that items are kept at appropriate par level. Seek to minimize costs through correct use and handling of hotel property and equipment, as well as responsible to reinforce to team members. Follow up on a daily basis on the achievement of the outlet’s revenue, and take appropriate actions with the approval of the Assistant and F&B Director. Be aware of the financial objectives and profit plan of the outlet, follow up and work towards their achievement. Be aware of the financial performance of the department and the whole property. Ensure that turnover and absenteeism are kept to a minimum level. Seek support from the F&B management and other heads of department in order to achieve the outlet’s profitability: guidance, training, coaching. Develop monthly training plan for team members and conduct trainings regularly at least twice a week minimum one hour per training. Ensure that team members are doing correct billing, bill posting and following the proper cashier P&P Approve all store requisitions and ensures that items are kept at appropriate par level. Responsible for stock taking and monitoring status of operational equipment. Maximize average checks through up-selling and incentive programs, set by the F&B Management. Monitor all F&B costs by continuous presence in the outlets and take immediate corrective action when needed, or reporting the issue to the Assistant and F&B Director. Fully assist with the operating equipment (F&B and linen) and beverage inventories. Suggest any necessary corrective action with regards to costs. Ensure that the outlet is locked and safe when not in operation. Provide both Guests and fellow Team Members “Live Unforgettable” experience through “True Waldorf Service”, “Inspirational Environments” and “Authentic Moments”, to always maintain a pleasant and seamless working environment. Ensure that all outlet team members are aware of the objectives of the department (departmental balance score card). Ensure that all outlet team members are aware of the Department Mission Statement. Ensure that all outlet team members are aware of the Outlet Brand Standards, Standard Operating Procedures and the Outlet Guest Journey. Provide direction and support to the team on a daily basis. Keep excellent relationships with team, peers, and all other colleagues of the Resort. Report training needs and all relevant matters to the HOD and training Manager. Attend and actively participate in training sessions and monthly communication meetings. Attend daily operations briefing with direct reports. Keep courteous, professional relationships with suppliers, colleagues from competition, and from other Waldorf Astoria properties or Hilton Worldwide Properties. Conduct Performance Development Reviews for supervisors, bartenders, waiters and hosts/hostesses along with their Career Development Plan. Assign responsibilities to team members, provide appropriate guidance, coaching and support, and to check their performance periodically. Ensure that the outlet is manned at an appropriate level in order to deliver standards at all times. Conduct a briefing for the team on a daily basis. Monitor Vacation/Day Off/Public Holidays for the outlet through careful planning, ahead of time. Enhance and encourage Team Member motivation leading by example at all times. Ensure punctuality, and highest standards of grooming and hygiene for all team members of the outlet. Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you. Maintain high Team focus by showing co-operation and support to colleagues in the pursuit of team goals. Ability to work on your own or in teams. Degree in relevant area. Passion for delivering exceptional levels of guest service. Experience working on an island is a plus. A Food and Beverage Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. Management and/or supervisory Food and Beverage experience. Able to meet financial targets. Ability to comply with all Food and Beverage brand standards. Ability to work under pressure. Willingness to develop team members and self. Flexibility to respond to a range of different work situations.
