Manager, Rooftop at Westin Nashville – Nashville, Tennessee

JOB SUMMARY

Position responsible for all the food and beverage operations, which includes all culinary, restaurant, beverage and room service operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of American Sanitation Institute (ASI) Standards.

JOB FAMILY CORE WORK ACTIVITIES

• Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
• Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
• Supervising Employees - Supervising and managing employees. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in employees' absence.
• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.
• Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
• Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Maintaining Productivity Levels - Ensuring and maintaining the productivity level of employees.
• Integrating Departmental Goals - Providing the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.

JOB SPECIFIC TASKS

• Responds quickly and proactively to guest's concerns.
• Utilizes budgets to understand financial objectives.
• Provides excellent customer service.
• Sets service expectations for all guests internally and externally.
• Provides excellent customer service to all employees.
• Oversees F&B Team Leaders and support staff.
• Ensures effective departmental communication and information systems through logs, department meetings and hotel meetings.
• Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate Manager or Team Associate.
• Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Develops an action plan to attack need areas and expand on strengths based on AOS/GSS results.
• Oversees all culinary, restaurant, beverage and room service operations.
• Participates in key decision making with Executive team.
• Sets clear expectations with the employees and team leaders and ensures that appropriate rewards are given if expectations are exceeded.
• Provides proactive coaching and counseling to team members.
• Develops and manages all financial, AOS and GSS plans and actions for Food and Beverage departments.
• Ensures all banquet functions are up to standard and exceed guest's expectations.
• Responds quickly and proactively to associate's concerns.
• Maintains a positive cost management index for kitchen and restaurant operations.
• Understands the brand's service culture.
• Ensures that all employees, team leaders and managers understand the brand's service culture.
• Provides a learning atmosphere with a focus on continuous improvement.
• Complies with all corporate accounting procedures.
• Conducts performance reviews in a timely manner.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Manages the Food and Beverage departments (not catering sales).

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.

OR

• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.

Skills and Knowledge

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Mathematics - Using mathematics to solve problems.
• Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Economics and Accounting - Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
• Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
• Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.

Management Competencies

• Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
• Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.
• Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
• Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.
• Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
• Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs.
• High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
• Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
• Problem Solving/Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.