Functions as the Strategic Business Leader of the hotel’s Food & Beverage operations, specifically, all restaurants, bars and room service. Position oversees the Food & Beverage operation to meet the brand’s target customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates, meet or exceed the budgeted sales and profits in the Food & Beverage Department and provide a return on investment to the owner and Marriott International.
Education and Experience
Responsible for All Bars, Restaurants and Room Service operations. Exposure to multiple cuisines and exciting concepts
Director of Food & Beverage to take care of all F&B outlets, service strategy and associate satisfaction.
The candidate should have minimum 2-3 years’ experience in a large F&B operation in the similar position
Food & Beverage “front of the house” management experience with demonstrated knowledge
Multi brand, multinational and Marriott experience preferred
Experience in driving guest and associate satisfaction. Ability to lead diverse work force and leaders
Skills and Knowledge
Extensive knowledge of Restaurants, Bar/Lounge and Room Service Operational procedures
Knowledge of restaurants, room service, bar, concept development and ability to innovate and position the F&B outlets for the future.
Knowledge of menu composition
Knowledge of food preparation
F&B profit and loss statement analysis skills.
Knowledge of food & beverage health laws, American Sanitation Institute (ASI) standards, food handling standards and safety and sanitation audits
Knowledge of liquor control procedures
Ability to convert the knowledge of wines and alcoholic beverages into product sales and service
Knowledge of food & beverage marketing/promotional techniques
Knowledge of pricing rationale and strategies
Retail merchandising skills
Knowledge of purchasing, inventory controls, supplies and equipment
Knowledge of hotel operations as they affect department
Knowledge of governmental regulations and safety standards
Working knowledge of hotel laws governing operations
Strong organizational skills
Ability to effectively manage labor productivity
Financial management skills, e.g., ability to analyze P&L Statements, develop operating budgets, forecasting and capital expenditure planning
Ability to use standard software applications and hotel systems
Strategic planning skills
Ability to drive brand standards and other key hotel audits in all areas
Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
Strong problem-solving skills; encourages new innovative solutions when appropriate
Strong communication skills (verbal, listening, writing)
Effective influence skills
Strong consensus building skills
Effective change management skills
Strong customer and associate relation skills
Skills and Knowledge
High School Diploma or equivalent required; Bachelor’s Degree preferred
CORE WORK ACTIVITIES / BUSINESS RESULTS
Operations
Sets expectations and holds food and beverage leadership team accountable for implementing the hotel strategy and brand initiatives throughout all aspects of the food & beverage operation. Directs the daily activities of the food and beverage operations (e.g., restaurants, room service, bars and lounges, banquets and catering, kitchens, storerooms and stewarding areas) according to brand food & beverage operating standards to ensure brand integrity.
Guest Satisfaction
Ensures products and services delivered by the food and beverage operation meet or exceed guest expectations, create customer loyalty and grow market share. Executes the brand service strategy and continually focuses on improving guest satisfaction.
Human Resources
Ensures F&B Leadership team hires, develops and retains a diverse hourly and management workforce. As well, hires leaders who demonstrate strong functional expertise, creativity and entrepreneurial leadership. Creates and sustains a work environment that embraces the brand’s culture, ensures fair and equitable treatment and associate satisfaction to enable business success.
Sales and Revenue Management
Focuses on building the unit’s top line revenue by developing a Sales and Marketing strategy targeting both in-house and external customers; works with the Director of Sales and Marketing to incorporate the strategy into the overall hotel plan. Maximizes revenue by concentrating on both the average check and the number of covers.
Financial Management
Develops and manages Food and Beverage’s annual operating budget including capital expenditures to achieve or exceed budget expectations. Ensures successful performance by increasing profitability and providing a return on investment to the owner and Marriott International.
Owner Relations
Develops a trusting and respectful business partnership with property ownership by meeting or exceeding expectations in operations management and financial performance.
TECHNICAL EXPERTISE
Operations / Property Management
Develops a food & beverage operating strategy that is aligned with the brand’s business strategy and leads its execution.
Ensures that regular, ongoing communication is happening in all areas of food and beverage (e.g., pre-meal briefings, staff meetings, culinary team).
Identifies key drivers of business success and keeps team focused on the critical few to achieve results; ensures integration of departmental goals in game plans.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.,
Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive.
Works with direct reports to review business in house and potential business in surrounding area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver superior service
Complies with all franchised/licensed/brand standards
Understands and executes all brand food, beverage and product specifications.
Works with direct reports to develop promotions, food and wine pairings, menu items and presentations.
Ensures food, beverage, china, glass and silver inventory levels are kept in accordance to corporate guidelines
Creates an atmosphere in all food and beverage areas that meets or exceeds guest expectations
Ensures compliance to food handling and sanitation standards
Ensures compliance with government regulations
Ensures that regular, ongoing communication is happening in all areas of food and beverage (e.g., pre-meal briefings and staff meetings)
Reviews staffing levels to ensure that guest service and operational needs are met
Communicates and executes departmental and hotel emergency procedures
Guest Satisfaction
Leads in execution of brand service initiatives in food and beverage areas.
Sets expectations and holds food and beverage leadership team accountable for demonstrating desired service behaviors. Ensures guest expectations are met or exceeded from beginning to end of service experience (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment and invitation to return).
Participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Empowers associates to provide excellent guest service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive ongoing training to understand guest expectations.
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of food and beverage products, service levels and overall satisfaction; effectively responds to and resolves guest problems and complaints.
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously focuses on improving service performance.
Attends pre and post-convention meetings to understand group needs, set appropriate expectations and obtain feedback on quality of product (e.g., food and beverage, room service, restaurants and bar), service levels and overall satisfaction; communicates critical information to areas of responsibility.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with F&B team and ensures appropriate corrective action is taken; shares plans with hotel leadership.
Incorporates guest satisfaction as a component of departmental meetings with an emphasis on continually improving results.
Ensures that a customer recognition program is in effect throughout all food and beverage areas; maintains active guest database.
Human Resources
Hires food and beverage leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation
Ensures new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job. Ensures team embers are cross-trained to support successful daily operations.
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Ensures the same is done for all managers in food and beverage.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
Ensures and maintains open, collaborative relationships with direct reports and entire food and beverage team. Ensures direct reports do the same for their team.
Ensures that regular ongoing communication takes place throughout the food and beverage operation to communicate daily operations activities, set expectations and create awareness of business objectives.
Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner. Ensures associates are treated fairly and equitably; brings issues to the attention of Human Resources as necessary.
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Local Operating Procedures (SOPs and LSOPs).
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition occurs in all areas.
Ensures departmental participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community clean-up Day, charitable organizations, etc.).
Sales and Revenue Management
Develops and ensures execution of marketing plan for food and beverage outlets
Leads pricing strategy for all areas of food and beverage
Sets and communicates specific sales goals and develops incentives to encourage goal attainment for all areas
Uses a guest database to target direct marketing efforts and increase market share
Leads the development of web based promotional sites to attract business
Stays aware of market trends and introduces new food and beverage products to meet or exceed customer expectations, general increased revenue and ensure a competitive position in the market
Develops strong community and public relations by participating in local food tasting events, sponsoring cooking shows, hosting Celebrity Chefs or other activities that showcase the restaurant. Publicizes restaurant highlights such as the arrival of a new Chef or the introduction of a new menu item by issuing press releases or inviting the local media to dine in the restaurant.
Has overall responsibility for the retail outlets sales performance against the department’s budget. Monitors the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed, reviews meal period covers, room capture ratio and average check on a daily basis.
Participates in sales calls and site visits with members of the food and beverage and/or sales staff to acquire new business.
Financial Management
Develops and manages Food & Beverage Budget.
Reviews financial reports and statements to determine how Food & Beverage is performing against budget. Works with food and beverage leadership team to determine areas of concern and develops strategies to improve the department’s financial performance.
Coaches and supports food & beverage leadership team to effectively manage wages, food and beverage cost and controllable expenses such as restaurant supplies, uniforms, etc. Focuses on maintaining profit margins without compromising guest or associate satisfaction.
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
Ensures all technology relative to procurement is implemented.
Ensures each control and liquor control policies are in place in food and beverage areas and followed by all related associates.
Makes recommendations for CAPEX funding of food and beverage equipment and renovations in accordance with brand business strategy.
Negotiates contracts with retailers, service vendors and other contractors in accordance with SOPs.
TRAINING
All statutory Marriott training schemes including: Orientation, brand trainings, Telephone etiquette, Business Ethics, and grooming standards.
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