Food & Beverage Manager in Santa Cruz, California at Dream Inn

I. Position Summary

The Food & Beverage Manager position is responsible for the execution of all service ensuring that efficient and exceptional service is provided to all guests in the Food & Beverage operation. Complete cooperation is obvious as it relates to working with supporting departments, i.e., Catering, Culinary and the entire Food & Beverage Division. Ensures that annual financial goals are met in accordance with the annual business plan and budget. Responsible for selecting and hiring the highest caliber of individuals for the various roles associated in the F&B departments. Experience, personality, a professional appearance and communication skills are critical. Responsible for maintaining the Woodside Service standards and Standard Operation Procedures at all times.

II. Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Hires, develops, trains and manages direct reports. Creates schedules, provides consistent feedback with respect to hotel standards, and conducts performance evaluations according to hotel guidelines. Ensures staff meets or exceeds customer service satisfaction goals.

2. Completes critical administrative responsibilities. For example, is responsible for overseeing, controlling, and amending as required, the scheduling, payroll, and accounting issues, and managing expenses to budget.

3. Promotes and maintains adherence to Accounting and Payroll policies and procedures among staff; including adherence to, and correct management of, all meal and rest break policies and time-keeping procedures. Completes and conducts timely personnel performance evaluations.

4. Listens to, and effectively resolves, associate concerns in an expeditious and professional manner according to hotel and departmental standards and best practices such as those communicated via the Dream Inn’s, Associate Handbook. Serves to maintain the hotel’s Open Door Policy and a positive, productive work environment. Consults with the Human Resources department as needed.

5. Maintains knowledge of hotel features/services, hours of operation, daily house count, and expected arrivals/departures, etc. to ensure a productive weekly work schedule and manage payroll to achieve forecast. For example, sets schedules and delegates work assignments according to call volume and other indicators as identified through the Business on the Books (BOB) Report, 10-Day and Labor Reports and other business reports.

6. Trains and develops the service skills of all staff in accordance with hotel requirements. Ensures guest interactions are handled to a Woodside minimum service standard as it relates to service and maximizes revenue through subordinates via coaching, training, goal-setting, and by monitoring their performance. Regularly reviews guest comments and associate performance to ensure goals are met or exceeded.

7. Maintains knowledge of hotel features/services, hours of operation, daily house count, and expected arrivals/departures, etc. to ensure labor is appropriately scheduled around critical times. Oversees daily and weekly staffing requirements to ensure they are met per weekly revenue forecast. Approves schedules and ensures they are posted as prescribed and that daily and bi-weekly payroll is submitted to accounting as required.

8. Maintains sufficient staffing levels, with adherence to staffing guidelines as it relates to full time, part time, and on call. Maintains a productive weekly work schedule and manages payroll to achieve forecast. Reviews special projects, inventory, and side-work to identify needs and opportunities before delegating work assignments or releasing staff from shift. Ensures that staffing levels are sufficient to meet hotel and guest needs and are in line with budget and forecasted revenue.

9. Oversees day-to-day maintenance, cleanliness, and the physical organization of the Food & Beverage areas. Ensures all are clean and maintained and ready for use. Directs regular cleaning to maintain sanitation standards and keeps appropriate records; arrange deep-cleaning as required.

10. Reports items that need repair or maintenance promptly so that meetings space and banquet equipment is maintained in “like new” condition.

11. Monitors actions of staff and guests to ensure that health and safety standards and liquor regulations are obeyed. Evaluates health and safety practices against standards; corrects staff as needed.

12. Confirms the departmental Standard Operating Procedures (“SOPs”) are current, maintained as such, and utilized in each area of the operation. Develops associate’s service skills so that the guest experience is authentic. Sets a positive tone and is a role model for the staff. Ensures all interact with patrons according to hotel standards.

13. Monitors all service and the associate’s execution of standards daily. Ensures all staff present a neat and professional image in accordance with hotel grooming and hygiene standards; uniforms are properly maintained.

14. Thoroughly distributes information regarding marketing campaigns to staff so they are knowledgeable regarding offerings and are able to achieve personal and departmental sales goals.

15. Effectively resolves any significant guest or employee concerns in an expeditious and professional manner.

16. Provides timely communication and leads daily line ups to ensure the Dream Inn, Santa Cruz’s commitment to excellence is known and ensure staff members are engaged and understand the current priorities and goals.

17. Represents the department at Staff, Pre-cons, and other meetings in order to communicate business status with others and to stay informed regarding hotel concerns.

18. Continuously interacts with all other departments of hotel, focusing on optimum problem solving at all times. Works cooperatively and in coordination with all other hotel departments and third-parties to deliver exceptional guest service to the Woodside standard.

19. Observes all safety protocols and holds others accountable to hotel and departmental safety standards and procedures.

20. Completes other duties and special projects as assigned.

21. Maintain complete knowledge of:

a. All hotel features/services, hours of operation.

b. All hotel restaurant food concepts, menu price range, dress code and ambiance.

c. All hotel catering events and restaurant covers.

d. All hotel occupancy rates.

e. Daily house count and expected arrivals/departures (particularly VIPs).

f. Scheduled daily group activities, names and location of meeting/banquet rooms.

g. Local events, attractions, holiday schedules.

22. Obtain assigned bank and ensure accuracy of contracted moneys. Keep bank secure at all times.

23. Obtain department keys; ensure security of such.

24. Meet with Director of Food and Beverage and Executive Chef daily to review business.

25. Ensure the set up of workstation with necessary supplies; ensure cleanliness throughout shift.

26. Ensure the process for the requisition of additional supplies/materials is in place.

27. Maintain updated resource materials on all vendors and information to accommodate customer requests.

28. Review daily event list and catering contracts and be familiar with guests' names and room locations.

29. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

30. Energize Woodside Spirit in daily quality line up and throughout shift.

31. Confront negativity and resolve it immediately.

32. Hold all employees to The Dream Inn standards.

33. Ensure all employees complete Training Certification.

34. Review all sales, catering and conference service "Resumes" and ensure follow through by departmental staff.

35. Attend weekly staff meetings, "General Sessions", Skill Builders classes, leadership development classes.

36. Actively participate in all Loss Prevention programs.

37. Follow established standards for Emergency Response Team.

38. Identify situations, which compromise the department's standards and resolve.

39. Maintain complete knowledge of:

a. all liquor brands, beers, and non-alcoholic beverages available in each outlet.

b. The particular characteristics and description of every wine, champagne by the glass, and major wines on the wine list.

c. Designated glassware and garnishes for drinks.

d. All Food and Beverage menu items, preparation method, time, ingredients, sauces, portion sizes, garnishes, presentation and prices.

e. Daily specials and 86'd item's.

f. Restaurant, Bar and Lounge outlet layouts, table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price ranges and dress codes.

40. Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

41. Establish par levels for supplies, alcohol and equipment. Complete requisitions to replenish shortages. Ensuring that each liquor has a backup bottle.

42. Inspect quality of garnishes, inspect bar set-ups, check for cleanliness, and all aspects of the outlet environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.

43. Maintain a current drink recipe book at each bar outlet.

44. Requisition linens/skirting required for business and assign staff to transport such to the restaurant.

45. Ensure that the Host stand is clean, organized and stocked with designated supplies. Review reservation book and pre-assign tables.

46. Ensure that specified number of menus and wine lists are available and in good condition for each meal period.

III. Additional Responsibilities

· Monitors staff as it relates to completion of opening and closing duties according to checklists to ensure complete compliance with standards of preparation for the incoming shift or the next event and so that the cleanliness and condition of staff and our facilities is maintained to the Woodside standard.

· Addresses and resolves guest issues before the patron leaves. Assists with the resolution of guest service issues in other areas of the hotel as required.

· Updates Standard Operating Procedures for the department as needed and upon request.

· Operates within budgeted expense guidelines related to both supplies as well as labor.

IV. Competencies/Proficiencies

1. Customer/Client Focus 2. Communication Proficiency 3. Team Player

4. Sales Results Driven 5. Performance Management 6. Business Acumen

7. Initiative 8. Organizational Skills 9. Presentation Skills

10. Leadership Skills

V. Supervisory Responsibility

The Food & Beverage Manager is responsible to direct support staff and has the authority to enforce adherence to all hotel protocols, procedures and standards, and make decisions independent of established protocol in service of the business interests of the Dream Inn, Santa Cruz.

VI. Position Type And Expected Hours Of Work

This is a full-time position. Due to the nature of the hospitality industry, they will be required to work a flexible schedule that meets business and operational demands. Thusly, their schedule will include evenings, weekends, and holidays.

VII. Work Environment

This position operates in a closed office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This position also operates in the lobby and within the back-of-the house, environments which can be hectic and noisy.

VIII. Travel

Any required travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

IX. Required Education and Experience

Two years directly related work experience.

X. Preferred Education and Experience

Two to four-year college undergraduate degree is preferred or the equivalent in work experience.

XI. Additional Eligibility Qualifications

Accurate detail-oriented follow-through, excellent time management skills, the ability to build rapport, upsell, negotiate and close business is critical. A working knowledge of MS Office programs, such as Excel, Word, and Outlook is also necessary. Previous experience with a property management system, such as Opera, is required.

XIII. Other Duties

This job description is not designed to cover or contain a comprehensive listing of all of the activities, duties or responsibilities that are required of an associate for this job. Further, duties, responsibilities and activities may change at any time with, or without, notice.