Operations Manager - Penthouse Bar+Grill

Place of Work:

Food and Beverage

Scope and General Purpose of Job:

To function as the Assistant Business Manager and Assistant Marketing Specialist for the Food and Beverage Department, and to ensure that all the outlets and events operate successfully, in accordance with the standard of the hotel and are individually profitable.

Responsible to:

Director of Food and Beverage

Asst Director of Food and Beverage

Responsible for:

Assistant Manager – Outlet

Team Leader – Outlet

Hostess

F&B Host

Main Duties:

Administration

• Ensures that the Food and Beverage activities at Penthouse Bar + Grill 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 ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensures the smooth operation of Penthouse Bar + grill

Customer Service

• Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.
• Ensures that employees also provide excellent service to internal customers in other departments as appropriate.
• Spends time in public areas observing employee-guest interaction and talking with guests, works through Heads of Department to coach employees 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 employee 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 Penthouse Grill 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.
• Assists in the preparation of the Annual Business Plan for Food and Beverage with a focus in Penthouse Grill.
• Assists in the monthly reforecasting for Penthouse Grill.
• Manages costs proactively based on key performance indicators, works with 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.
• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

Marketing

• Assists in the preparation, utilisation and update of the Annual Marketing Plan
• Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that Penthouse Bar + grill operations remain competitive and cutting edge.
• Encourages Penthouse Bar + Grill team 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 asst. managers and specialist to make adjustments where necessary.
• Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.
• Ensures that Food and Beverage Departments respond to the results of the Hotel IQ and to ensure that the relevant changes are implemented.
• Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
• Ensures that all employees 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, provides feedback where appropriate.

Personnel

• Oversees the punctuality and appearance of all Food and Beverage employees, 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 Penthouse Bar + grill team 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 to support them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their employees.
• Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
• Ensures that each Asst. Manager and specialist plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers.
• Oversees the preparation and posting of weekly work schedules in Penthouse Bar + grill, making sure that they reflect business needs and other key performance indicators.
• Encourages Penthouse Bar + grill team to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Supports the implementation of The People Brand Standards, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
• Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Feedbacks the results of the Employee Engagement Survey and ensures that the relevant changes are implemented.

Other Duties

• Is knowledgeable in statutory legislation in employee and industrial relations.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Maintains strong, professional relationships with 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 possess a solid understanding of current industry trends both local and international.

Core Skills

• Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes

• Achieves Results

The ability to identify priorities, solve problems, produce desired results and be accountable for commitments

• Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

• Communicates Effectively

The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

• Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically

• Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction

Leadership Expectations

• Living Hyatt's Values

Demonstrating behaviours consistent with Hyatt's Core Values

• Demonstrating a Passion for Service

Creating a positive impact by passionately serving others

• Translating Hyatt's Mission to Action

Defining a plan to achieve Hyatt's mission and successfully acting on it

• Inspiring Others

Bringing others along to achieve common goals.

• Encouraging Change

Demonstrating a vested interest in building Hyatt's brand and acting as an owner to advance Hyatt's success.

• Promoting Learning

Demonstrating a thirst for knowledge and providing expertise to others to enhance their skills and abilities.

Education and Experience

• Minimum of 4 years experience in the hospitality industry, with an emphasis on food

and beverages.

• Culinary or food service management degree may be advantageous.
• In-depth knowledge of the food industry.
• Strong working knowledge of related computer software, including restaurant management software.
• Ability to adhere to budgets and meet financial targets.
• Exceptional organizational, leadership, problem-solving, and communication skills.
• Ability to forecast food and beverage needs.
• Excellent customer service skills.
• Great delegation skills.