Organization- Grand Hyatt Erawan Bangkok
Summary
Scope and General Purpose of Job
To function as the Business Manager and Marketing Specialist for the Food and Beverage Department, and to ensure that all the outlets and events service operate successfully, in accordance with the standard of the hotel and are individually profitable.
Main Duties Administration
- Ensures that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
- Oversees the preparation and update of individual Departmental Operations Manuals.
- Conducts regular divisional communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
Customer Service
- Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.
- Ensures that associates also provide excellent service to internal customers in other departments as appropriate.
- Spends time in public areas observing associate-guest interaction and talking with guests, working through Heads of Department to coach associates in guest service skills as necessary.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Maintains positive guest and colleague interactions with good working relationships.
Financial
- Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
- Ensures that each profit centre (e.g. Outlet, Bar, Event Service) is operated in line with maximising profit while delivering on the brand promise.
- Ensures that each cost centre (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
- Coordinates the preparation of the Annual Business Plan for Food and Beverage.
- Analyses business performance strategically to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
- Manages costs proactively based on key performance indicators, working through the respective Heads of Department as appropriate.
- Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
- Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
- Participates in weekly yield and revenue management meetings actively, overseeing the appropriate pricing structures to maximise yield and overall profits in Outlets and Event Services.
Marketing
- Prepares, utilises and updates an Annual Marketing Plan, broken down as necessary by department.
- Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel's own operations remain competitive and cutting edge.
- Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.
Operational
- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
- Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary.
- Provides feedback on the results of Hysat and ensures that the relevant changes are implemented.
- Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
- Ensures that all associates are up to date with the availability of seasonal and new products on the market.
- Tastes and monitors the food and beverage products served throughout the operation, providing feedback where appropriate.
Food Safety &Hygiene
- Establish, control and maintain highest level of hygiene throughout the kitchens according to ISO22000 guidelines
- Attend all Food Safety and Hygiene trainings as required by ISO22000 and ensure all team members to the same.
- Demonstrate leadership and commitment with respect to the FSMS as required.
- Establish, implement and maintain a food safety policy.
- Assign the responsibilities and authorities for relevant roles for ensuring that the FSMS conforms to the requirements, reporting on the performance of the FSMS to top management, appointing the food safety team and the food safety team leader, and designating persons with defined responsibility and authority to initiate and document action(s).
Personnel
- Oversees and assists in the recruitment and selection of all Food and Beverage associates. Ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their associates.
- Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
- Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
- Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.
- Ensures that each Head of Department plans and implements effective training programmes for their associates in coordination with the Training Manager and their Departmental Trainers.
- Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
- Supports the implementation of Hyatt's Brand and Purpose, Goal and Values
- Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
- E nsures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Feedback the results of the Associate Engagement Survey and ensures that the relevant changes are implemented.
Other Duties
- Is knowledgeable in statutory legislation in associate and industrial relations.
- Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the Hotel's policies concerning fire, hygiene and health and safety.
- Ensures high standards of personal presentation and grooming.
- Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.
- Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.
- Must remain motivated, competitive and accountable and posses a solid understanding of current industry trends both local and international.
Qualifications
- Minimum 10 years of progressive experience in Food & Beverage operations within luxury or international hotel brands.
- Proven track record of managing multiple restaurants, bars, and banquet operations with high service standards.
- Experience leading large, multicultural teams, with strong people-management.
- Excellent knowledge of global food trends, luxury service standards, and brand compliance for international hotel chains.
- Proven ability to lead operational excellence, manage guest feedback, and drive continuous improvement.
- Experience managing large-scale events, banquets, and VIP hospitality.
- Strong leadership presence, strategic thinking, and the ability to work in a fast-paced environment.
