Director of Outlets

SUMMARY

The main function is to promote and ensure guest satisfaction, achieved through the ability to develop and maintain a strong team environment, placing emphasis on associate satisfaction and delivery of prompt, courteous, correct service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Manages the service floor to ensure staff is adhering to steps of service, bartenders are following recipes. Touches tables to ensure guest satisfaction
• Implements and practices guest service initiatives and performs to Hotel Standards
• Manages Assistant Managers to ensure they follow standards and practices related to guest service.

Director of Outlet Operations

• Ensure the restaurant, and bar operations meet hotel standards.
• Look for cross marketing and revenue opportunities with local and outside vendors, to include on site entertainment.
• Maintain a through working knowledge of Point of Sale system (Toast) including procedures and paperwork.
• Forecast to provide staffing guidelines to Assistant Managers.
• Ensure staff is in proper uniform, with nametag and good hygiene is maintained.
• Foster an environment conducive to employee career growth.
• Help track TIPS and approve staff time cards.
• Assist with recruiting and hiring of full and part time team members
• Assist with inventories as needed using Wisk or manual tracking
• Help employees acquire the skills to achieve their goals.
• Understand that when people dine in hotels they expect to receive great service and be pampered.
• Maintain proper lighting and music levels in dining room. Menus must be clean and presentable.
• Be completely knowledgeable of Hotel’s emergency procedures and the responsibilities that are to be followed.
• Immediately notify manager of any emergency, security threat or hazardous situation.
• Use best judgment in handling any opportunities.
• Record all opportunities to keep communication lines open.
• Make sure all side work is done, tables are wiped, reset tables, floors are to be swept and mopped, everything is restocked, china and flatware is clean and properly put away, tray runs are done three times a night.
• Must always maintain positive attitude.
• Contact Food and Beverage Manager in any emergencies before leaving work.
• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with company policies, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Comply at all times with the company standards and regulations to encourage safe and efficient hotel operations.
• Other duties as required
• Accountable for sales and profit in his/her area
• Responsible for proposing revenue growth opportunities
• Maintain professional appearance and attitude throughout front of house and back of the house with guests and staff members

SUPERVISORY RESPONSIBILITIES

• Manages and directs staff including recruitment, selection and development to achieve Company goals and objectives.
• Manages Assistant Managers
• Work with Executive Chef to ensure consistent communication between front of the house and the culinary staff
• Work with Executive Chef on staff menu education and training
• Manage staff training program to ensure new team members are properly trained
• Manage beverage program for seasonal features, beverage costing
• Work with Banquet management team on cross utilization of staff when needed

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• High School Diploma or equivalent required.
• At least five years management position held in restaurant or hotel. Toast knowledge a plus.

REASONING ABILITY

Demonstrate the ability to anticipate and solve practical problems or resolve issues.

LANGUAGE AND MATHEMATICAL SKILLS

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

CERTIFICATES, LICENSES, REGISTRATIONS

RAMP training

PHYSICAL DEMANDS/ WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Individuals must be able to lift up to 30lbs.
• Following proper lifting procedures.
• Must be able to stand for 8 hour shifts.
• Must be able to show leadership abilities.
• Must have organizational skills and quick decision maker.