Luxury Experience Required - The position is Located in Palo Alto
OVERVIEW/BASIC FUNCTION

To function as the Business Manager and a Marketing Specialist for the Outlet, to ensure that the outlets operate successfully, in accordance with the standard of the hotel and are individually profitable. The General Manager has the responsibility for a large-scale outlet or several outlets in a larger operation.

KEY RESPONSIBILITIES

Administration

• Assists to ensure that the Food and Beverage activities are aligned with the respective corporate strategy, and that the hotel actions have been implemented where appropriate.

• Oversees the preparation and update of individual departmental operations manuals.

• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

Guest Satisfaction

• Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.

• Ensures that associates also provide excellent service to internal customers in other departments as appropriate.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintains positive guest and colleague interactions with good working relationships.

• Establishes a rapport with guests maintaining good customer relationships.

• Personally, and frequently verifies that guests in the Outlet are receiving the best possible service.

• Spends time in the Outlet (during peak periods) to ensure that the Outlet is managed well by the respective associates and functions to the fullest expectations.

Operations

• Ensures that minimum brand standards have been implemented.

• Ensures that all Food and Beverage Essentials are implemented.

• Responds to the results of the consumer audit and ensures that the relevant changes are implemented.

• Works closely with other leaders in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

• Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.

• Monitors service and food and beverage standards in the Outlet. Work with the Assistant Managers, Sous Chefs and Chef de Cuisines to take corrective actions where necessary.

• Conducts frequent and thorough inspections together with the culinary leadership.

• Frequently verifies that only fresh products are used in food and beverage preparation.

• Assists the culinary leadership and DOFB/ADOFB with creative suggestions and ideas.

• Conducts monthly inventory checks on all operating equipment and supplies.

• Liaises with the kitchen and beverage department on daily operations and quality control.

• Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.

• Ensures that the outlet is kept clean and organized, both at the front as well as the back of house.

• Liaises and organizes with Housekeeping Department that the established cleaning schedules are strictly adhered to.

Marketing

• Prepares with the Outlet team, a yearly marketing plan which is the basis of the Food and Beverage annual marketing plan.

• Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge.

• Continuously seeks Marketing and Public Relations opportunities to increase awareness and ultimately business.

Finance

• Maximizes associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

• Ensures that the outlet is operated in line with maximizing profit while delivering on the brand promise.

• Achieves the monthly and annual personal target and the outlet’s revenue.

• Assists in the preparation of the annual business plan for Food and Beverage.

• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

• Manages costs proactively based on key performance indicators, works with the respective heads of department as appropriate.

• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

Talent and Culture

• Oversees and assists in the recruitment and selection of all Food and Beverage associates. Adheres to hotel guidelines when recruiting and uses a competency-based approach to selecting associates.

• Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

• Maximizes the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

• Conducts annual performance development discussions with associates and to support them in their professional development goals.

• Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.

• Plans and implements effective training programs for associates in coordination with the Training Manager and Departmental Trainers.

• Oversees the preparation and posting of weekly work schedules, making sure that they reflect business needs and other key performance indicators.

• Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

• Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.

• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

• Feedbacks the results of the Associate Engagement Survey and ensures that the relevant changes are implemented.

Other Duties

• Is knowledgeable in statutory legislation in associate and industrial relations.

• Exercises responsible management and behavior at all times and positively represents the hotel management team and Rosewood Hotels & Resorts.

• Understands and strictly adheres to rules and regulations established in the associate handbook and the Hotel’s policies concerning fire, hygiene and health and safety.

• Ensures high standards of personal presentation and grooming.

• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.

• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

• Attends training sessions and meetings as and when required.

• Carries out any other reasonable duties and responsibilities as assigned.

Group Specific

• Contribute to ensuring that brand integrity and clarity are always maintained.

• Is a “Brand Ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission and core values at all times.

• Complies to the company policies.

• Works with pre-set budgetary limits.

• Takes on other tasks in addition to the ones stated, in a reasonable framework.

PERSONA

An enthusiastic, confident, creative and open-minded person. Has very good communication skills, is a people’s person and a good motivator. This role also requires organizational and analytical skills with strong leadership and training techniques. The person needs to be internationally versed and multi-cultured and stay on top of market trends and changes.

QUALIFICATIONS & WORKING EXPERIENCE

• Hotel Management Degree or Business Degree preferred.

• 5-10 years of managerial experience in hotel Food and Beverage operations or freestanding lifestyle restaurants.

• Licenses & Certifications: California Responsible Beverage Service (RBS) Certificate & California Food Handler Card, preferred.

• Track record in leading hotel company with good business and standards.

• Knowledge of more than one language is recommended