Dir-Restaurants (Main Building Outlets)

JOB SUMMARY

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

• 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.
• 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.
• 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.
• Applied Business Knowledge – Understanding market dynamics, enterprise level objectives and important aspects of the company’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.

CORE WORK ACTIVITIES

Managing Day‑to‑Day Operations

• Estimate food, liquor, wine, and other beverage consumption in order to anticipate amounts to be purchased or requisitioned.
• Facilitate pre‑meal briefings with the Chef and Restaurant Managers to educate restaurant staff on menu items including ingredients, preparation methods and unique tastes.
• Maintain service and sanitation standards in restaurant, bar/lounge and room service areas.
• Order and purchase equipment and supplies.
• Oversee the booking and manage service of restaurant parties, special events and room service hospitality suites.

Developing and Maintaining Budgets

• Manage department's controllable expenses to achieve or exceed budgeted goals.
• Understand the impact of department's operation on the overall property financial goals.

Leading Food and Beverage Team

• Establish challenging, realistic and obtainable goals to guide operation and performance.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Achieve and exceed goals including performance goals, budget goals, team goals, etc.
• Serve as a role model to demonstrate appropriate behaviors.
• Develop means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
• Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
• Act as the guest service role model for the restaurants, set a good example of excellent customer service, and create a positive atmosphere for guest relations.
• Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations.
• Ensure cash control and liquor control procedures are followed by all Restaurant, Bar/Lounge and Room Service employees.
• Ensure compliance with all food & beverage policies, standards and procedures by training, supervising, follow‑up and hands‑on management.
• Ensure compliance with food handling and sanitation standards.
• Ensure staff understands all applicable liquor laws.
• Establish guidelines for customer service so employees understand expectations and parameters.
• Strive to improve service performance.

Ensuring Exceptional Customer Service

• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Estimate cost and benefit ratio, maintaining balance between profit and service satisfaction.
• Empower employees to provide excellent customer service.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Interact with guests to obtain feedback on product quality and service levels.
• Meet 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.
• Respond effectively to guest problems and handle complaints.
• Review guest satisfaction feedback with employees to develop appropriate corrective action.

Managing and Conducting Human Resource Activities

• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Ensure that expectations and objectives are clearly communicated to subordinates; subordinates are also open to raise questions and/or concerns.
• Administer the performance appraisal process for direct report managers.
• Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
• Ensure employees are treated fairly and equitably.
• Ensure property policies are administered fairly and consistently.
• Interview and hire management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Observe service behaviors of employees and provide feedback to individuals and or managers.

Additional Responsibilities

• Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
• Provide information to supervisors, co‑workers, and subordinates by telephone, in written form, e‑mail, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.