Director of Outlets - westdrift Manhattan Beach

JOB SUMMARY

The Director of Outlets is responsible for managing the daily operations of all food and beverage outlets within the hotel, ensuring guest satisfaction, financial success, and alignment with Marriott’s service standards. This includes restaurants, bars, lounges, and in-room dining. The role is both strategic and hands-on, involving team leadership, guest interaction, financial planning, and service excellence. Areas of responsibility include Banquets, Golf Area, Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.

CANDIDATE PROFILE

Education and Experience

• Bachelor’s degree in hospitality management, Business Administration, or related field (preferred).

• Minimum 3–5 years of progressive leadership experience in F&B outlet operations, preferably in a full-service hotel.

• Previous Marriott experience and knowledge of brand standards strongly preferred.

• Strong knowledge of food and beverage trends, service standards, and financial acumen.

• Excellent leadership, organizational, and communication skills.

• Proficient in Microsoft Office Suite and property management systems (e.g., MICROS, Opera, etc.).

• Ability to work flexible hours including nights, weekends, and holidays.

CORE WORK ACTIVITIES

Managing Day-to-Day Operations

• Oversee all day-to-day outlet operations, ensuring high standards of service, food quality, and cleanliness.

• Develop and implement business strategies to drive revenue and profitability across all outlets.

• Hire, train, schedule, coach, and evaluate outlet management and line-level team members.

• Maintain compliance with Marriott brand standards, health and safety regulations, and local laws.

• Monitor guest satisfaction scores and implement continuous improvement plans.

• Collaborate with culinary and banquet teams to ensure seamless service and innovation.

• Analyze financial reports to track revenue, labor, cost of goods, and other KPIs.

• Create and manage budgets, forecasts, and inventory control.

Lead marketing and promotional initiatives for outlets in collaboration with Sales & Marketing.

Act as the main point of contact for guest feedback and resolve service issues efficiently. Leading Outlets Departments.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds 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 to improve their knowledge or skills.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Ensures and maintains the productivity level of employees.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• 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 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.
• Establishes guidelines so employees understand expectations and parameters.
• Monitors alcohol beverage service in compliance with local laws.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.
• Handles guest problems and complaints.
• Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• Ensures corrective action is taken to continuously improve service results.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
• Ensures employees are treated fairly and equitably. Strives to improve employee retention.
• Ensures employees receive on-going training to understand guest expectations.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Strives to improve service performance.
• Ensures recognition is taking place across areas of responsibility.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Recognizes good quality products and presentations.
• Oversees the financial aspects of the department including purchasing and payment of invoices.