DIRECTOR OF DINING SERVICES

JOB SUMMARY

Manages all restaurants and F&B concierge lounges operations and staff on a daily basis. Areas of responsibility include Restaurants/Bars, Room Services and F&B concierge lounges services. As a department head, directs and works with the food and beverage/culinary management team and associates to successfully execute all restaurants/bars and F&B concierge lounges operations. Strives to continually improve guest and associate satisfaction and maximize the financial performance in areas of responsibility.

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.
• Achieving/Exceeding Goals - Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
• Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.
• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Improving Profit - Developing means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
• 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.
• Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintaining Balance Between Profit and Service Satisfaction - Estimating cost and benefit ratio, maintaining balance between profit and service satisfaction.
• Ensuring Communication of Expectations and Objectives - Ensuring that expectations and objectives are clearly communicated to subordinates; subordinates are also open to raise questions and/or concerns.
• Setting Goals - Establishing challenging, realistic and obtainable goals to guide operation and performance

JOB SPECIFIC TASKS

• Empowers associates to provide excellent customer service.
• Administers the performance appraisal process for direct report managers.
• Solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
• Interacts with guests to obtain feedback on product quality and service levels.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Participates in the budgeting process for areas of responsibility.
• Recognizes good quality products and presentations.
• Integrates objectives, opportunities and resources to achieve business goals.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Ensures associates are treated fairly and equitably.
• Maintains service and sanitation standards in restaurant, bar/lounge and room service areas.
• Develops business goals and creates appropriate development plans.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Observes service behaviors of associates and provides feedback to individuals and or managers.
• Acts as the guest service role model for the restaurants, set a good example of excellent customer service, and creates a positive atmosphere for guest relations.
• Maximizes revenue opportunities through competitive pricing of food & beverage products and services.
• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
• Manages department's controllable expenses to achieve or exceed budgeted goals.
• Responds effectively to guest problems and handles complaints.
• Ensures associates receive on-going training to understand guest expectations.
• Shares plans with hotel leadership and ensures corrective action is taken to continuously improve guest satisfaction results.
• Identifies and addresses financial opportunities as needed.
• Strives to improve service performance.
• Ensures compliance with food handling and sanitation standards.
• Estimate food, liquor, wine, and other beverage consumption in order to anticipate amounts to be purchased or requisitioned.
• Order and purchase equipment and supplies.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 6 years experience in the food and beverage, culinary, event management, 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; 4 years experience in the food and beverage, culinary, event management, or related professional area.

Skills and Knowledge

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• 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.
• 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.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• 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.
• Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.
• Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Mathematics - Using mathematics to solve problems.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• 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.
• Applied Business Knowledge - Understanding market dynamics, enterprise level objectives and important aspects of Marriott’s business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
• Food Production and Presentation - Knowledge of techniques and equipment for preparing and presenting food products (both plant and animal) for consumption, including storage/handling techniques and sanitation standards.
• Management of Material Resources - Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Management Competencies

• Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
• Applied Business Knowledge - Understands market dynamics, enterprise level objectives, financial metrics, and important aspects of Marriott's business; skilled at using business knowledge to anticipate opportunities and risks.
• Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.
• Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
• 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.
• High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
• Leading Through Vision and Values - Keeps Marriott's values and business strategy at the forefront of decision making and actions.
• Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
• Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.

Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will. This job description provides a general summary of the position from time to time the duties and responsibilities of this position may be amended, corrected or added to at the discretion of the Administration /Management. The hotel business functions seven days a week, 24 hours a day, all associates must realize this fact and be aware that at times it may be necessary to move associates from their accustomed shifts according to business demands. In addition, it is understood that the levels of business determine the amount of hours that are scheduled.

I have read and agreed to the terms specified in this job description for the position I presently hold. A signed copy of this description will be kept in my personal record. I further understand that this job description may be revised at any time and that I will be provided with a revised copy.