Job Description

Description:

*

Administration

To prepare and update the Outlet\xe2\x80\x99s Departmental Operations Manuals.

To attend weekly Food and Beverage and Department Head Meetings, as scheduled

To conduct pre-shift briefings and regular communications meetings, ensuring that they are effective and conducted as necessary.

To maintain and utilise other departmental and employee communications channels, e.g. notice boards, log books, handover reports, etc.

To co- ordinate with convention services, culinary and stewarding effectively to ensure every function is a success.

To check the Banquet event orders on daily basis and plan accordingly.

To provide the Materials Management Department with detailed product specifications for items used in the outlet.

Customer Service

To ensure that all employees in the outlet deliver the brand promise and provide exceptional guest service at all times.

To ensure that outlet employees also provide excellent service to internal customers as appropriate.

To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

To develop a guest history database for the outlet and constantly update it.

To assist in developing and implementing program to enhance customer loyalty.

To regularly monitor the Hyatt Guest Satisfaction survey (Maritz) report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year.

Customer Service continued...

To ensure the minimum benchmark scores of the Consumer Audit are achieved, to analyse the results of the Consumer Audit, prepare and implement appropriate action plans, and to constantly improving the results Year on Year.

To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels.

Financial

To ensure that the monthly forecasted food and beverage revenues for the outlet is achieved.

To proactively manage all costs.

To maximise employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling in order to meet the financial goals of the outlet as well as the expectations of the guests.

To assist in the preparation of the Annual Business Plan and the monthly reforecast of revenues and expenses.

To assist in the maintenance of the outlet point-of-sales system.

To ensure that all sales are properly recorded, following prescribed procedures for issuing, voiding or correcting outlet checks.

To oversee the proper use and security of cashier/waiter/waitress floats

To assist in the inventory management and ongoing maintenance of hotel operating equipment and other assets, including establishing par stocks, equipment care and maintenance and inventory taking as required.

To take the responsibility of resolving the discrepancy in beverage inventory and bill settlements.

To implement and develop various beverage packages and regularly monitor the costs.

To prepare and monitor Profit and Loss statements after all Banquet events.

To ensure that Micros database for the outlet is always up to date and maintained clean according to set standards

Marketing

To assist in the preparation, utilisation and update of an Annual Marketing Plan, broken down as necessary by department.

To constantly evaluate local, national and international market trends, vendors and other hotel/restaurant operations to make sure that the hotel\xe2\x80\x99s own operations remain competitive and cutting edge.

To look for Marketing and Public Relations opportunities to increase awareness and ultimately business.

To review and analyse the weekly/monthly Menu Sales Analysis in order to recommend changes to the menu mix and engineer the menu for greater profitability and customer satisfaction.

To implement a guest recognition programme and maintain a guest history programme

To assist in the implementation (where appropriate) of marketing programmes, including frequent-dining programmes.

Operational

To establish the service standards for the outlet, overseeing the consistent implementation of the service standards and training the employees as necessary.

To monitor all outlet operations, especially during peak business periods, assisting and making adjustments where necessary.

To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

To make sure that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.

To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

To make sure that outlet employees work in a supportive and flexible manner with other departments, in a spirit of \xe2\x80\x9cWe work through Teams\xe2\x80\x9d.

To taste and monitor the food products served, providing feedback where appropriate.

To develop an outstanding beverage selection that is competitive in the local marketplace and includes: coffees and teas; alcoholic and non-alcoholic beverages; and in interesting wine programme.

To work closely with the Stewarding Manager to ensure that operating equipment is cared for to maximise its useful life and to minimise breakage.

To work with the Director of Engineering and Housekeeping Manager to ensure that the outlet is clean, properly maintained and cared for.

Personnel

To assist in the recruitment and selection of all Food and Beverage employees. To make sure that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees.

To oversee the punctuality and appearance of outlet 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\xe2\x80\x99s grooming standards.

To adhere to and ensure that every employee in the department / division understand all the principles of Hyatt\xe2\x80\x99s Global Privacy Policy and comply fully with all the obligations as per the policy.

Align all day-to-day functioning of the department / division consistent with Hyatt\xe2\x80\x99s Global Privacy Policy.

To implement and monitor the key contributors to the employee engagement survey, to analyse the results, prepare and implement appropriate action plans, and to achieve consistent high level of engagement and improve on it year on year.

To closely monitor the Attrition patterns of the department / division on a monthly basis.

To maximise the effectiveness of outlet employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

To conduct annual Performance Development Discussions with subordinates and to support them in their professional development goals. To ensure that they in turn conduct annual Performance Development Discussions with their employees.

To prepare and post weekly work schedules for outlet employees, making sure that they reflect business needs and other key performance indicators.

To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt\xe2\x80\x99s Values and Culture Characteristics.

To ensure that all employees have a complete understanding of and adhere to employee rules and regulations.

To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

To encourage employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt\xe2\x80\x99s Values and Culture Characteristics.

To ensure that all employees have a complete understanding of and adhere to employee rules and regulations.

To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

To develop and drive outlet level motivational and team building activities.

To effectively manage the leave plan for the outlet to assist in lowering payroll costs for the division.

Training & Development

To implement the School of Hospitality and facilitate in its roll out to all employees.

To consistently work with the training team and division managers on upgrading the list of tasks covered and periodically review all task to check for any desired changes.

To ensure all associates are trained on all relevant tasks.

Attends and contributes to all training sessions and meetings as required and to ensure the employees on his / her department do so.

To supervise training need analysis for the department.

Regularly nominate and ensure participation of team members for all training planned in the hotel, in line with the objectives outlined in the SMART Goals on respective PDPs and as per Consumer Audit findings.

To ensure that individual training records in the outlet are maintained and regularly updated.

To assist in the development of Departmental Trainers through ongoing feedback and monthly meetings.

Other Duties

To review and implement the standard operating procedures for various contractual labours.

To develop and implement in house banquet themes like theme dinners, tea/coffee breaks etc.

To develop and implement innovative food and beverage presentation and service Ideas.

To develop and implement concepts for Christmas and New Year.

To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations.

To respond to changes in the Food and Beverage function as dictated by the industry, company and hotel.

To read the hotel\'s Employee Handbook and have an understanding of and adhere to the hotel\'s rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

To attend training sessions and meetings as and when required.

To carry out any other reasonable duties and responsibilities as assigned.

To follow and ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

To be well versed with the Hotel safety and security procedures and be vigilant about observing and reporting anything unusual.

Hyatt