Education and Experience
• High school diploma or GED; 4 years of experience in the food and beverage, culinary, or a related professional field.
OR
• A 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or a related field; 2 years of experience in the food and beverage, culinary, or a related professional field.
Core Work Activities
Managing Day-to-Day Operations
• Supervises and manages employees, overseeing all daily operations. Has sufficient understanding of employee positions to perform their duties in their absence.
• Maintains service and sanitation standards in restaurant, bar/lounge, and room service areas.
• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
Leading Food and Beverage Team
• Utilizes interpersonal and communication skills to lead, influence, and motivate others; advocates sound financial/business decision-making; demonstrates honesty and integrity; leads by example.
• Encourages mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others improve their knowledge and skills.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Ensures and maintains employee productivity levels.
• Provides leadership, vision, and direction to align and prioritize departmental goals in an efficient and effective manner.
• Ensures compliance with all food & beverage policies, standards, and procedures by training, supervising, follow-up, and hands-on management.
• Ensures compliance with all applicable laws and regulations.
• Ensures compliance with food handling and sanitation standards.
• Ensures that staff understands local, state, and federal liquor laws.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Sets clear expectations for employees and communicates guidelines for their roles.
• Monitors alcohol beverage service in compliance with local laws.
Ensuring Exceptional Customer Service
• Provides services that exceed customer expectations, ensuring satisfaction and retention.
• Improves service by communicating with individuals to understand guest needs, offering guidance, feedback, and individual coaching when necessary.
• Manages day-to-day operations, ensuring quality standards are maintained and customer expectations are met on a daily basis.
• Demonstrates leadership in guest hospitality, exemplifies excellent customer service, and fosters a positive atmosphere for guest relations.
• Empowers employees to provide exceptional customer service.
• Acts as a guest service role model, setting an example of excellent service and creating a positive atmosphere for guest relations.
• Handles guest problems and complaints with care and professionalism.
• Engages with guests informally during meals or upon departure to obtain feedback on food quality, service levels, and overall satisfaction.
• Ensures corrective action is taken to continuously improve service results.
• Incorporates guest satisfaction as a key focus in departmental meetings, emphasizing continuous improvement.
• Oversees service delivery in outlets to ensure excellent service from entry to departure (e.g., greeting by hostess, speed of order taking, food and beverage delivery, fulfilling special requests, payment collection, and inviting guests to return).
Managing and Conducting Human Resource Activities
• Provides guidance and direction to subordinates, including setting performance standards and monitoring their progress.
• Identifies educational needs of others, develops training programs, and teaches or instructs as needed.
• Ensures fair and equitable treatment of employees, striving to improve retention.
• Ensures ongoing training for employees to understand guest expectations.
• Solicits feedback from employees, utilizing an “open door” policy and reviewing satisfaction results to address concerns or issues.
• Continuously works on improving service performance.
• Recognizes employee achievements across areas of responsibility.
Additional Responsibilities
• Communicates information to supervisors, co-workers, and subordinates via phone, written form, email, or in person.
• Analyzes data and evaluates results to choose the best solution and resolve issues.
• Assists servers and hosts during peak periods.
• Recognizes quality products and presentations.
• Supervises daily shift operations in the absence of the Assistant Restaurant Manager.
• Oversees the financial aspects of the department, including purchasing and invoice payment.