The Cliffs Resort

Position Description

Position Summary:

To exceed all guests' expectations and ensure absolute guest satisfaction with the Restaurant, Lounge, In-Room Dining, and or pool service, as well as with their stay at the resort where possible. Additionally, to ensure service team members have everything they need to do fulfill their job duties and contribute to/maintain a positive work environment that everyone feels empowered to excel.

Essential Functions of the job:

• Manage operations with passion, integrity, and knowledge while promoting the culture and values of the Cliffs Resort.
• Implement new company policies and procedures and instructing staff
• Supervise and provide direction to staff to ensure service standards are exceeded in order to achieve restaurant goals
• Be a visible presence in the Dining Room, Lounge, IRD and hotel; be accessible for any guest at any time
• Assist conducting staff and daily pre-shift/line-up meetings for staff education and communication of policies and procedures.
• Create a positive guest experience by delivering a high level of service and ensuring all staff engage guests to understand their needs and expectations.
• Solicit guest feedback to understand needs and wants of customers.
• Ensure proper delivery of guest services and sales department amenity requests
• See to any and all guest complaints in a timely, professional manner, and turn it positive if possible
• Maintain open working lines of communication with Front Desk staff/management for all guests' special needs and requests
• Maintain positive working relationships with all vendors
• Knowledge of any in house groups or VIPs and seeing to their absolute satisfaction and special needs
• Act as lead trainer for all service job codes, with perhaps, exception of Bartender job code
• Coach staff on appearance and adherence to uniform policies
• Develop and implement creative solutions to areas of improvement.
• Consistently review operations and staff to identify any problems, concern and opportunities for improvement.
• Provide coaching and feedback to managers and staff; assess performance on an ongoing basis
• Assist in areas of the restaurant when staffing constraints require
• Identify employee weaknesses and retrain as necessary
• Follow Cliffs Resort / Marisol Restaurant policies and procedures, including those for cash handling and safety/security.
• Monitor and maintain POS system
• Assist in new menu implementation.
• Knowledge of higher standards of service; train staff on guest service principles and practices
  • Menu knowledge
  • Open Table training
• Full knowledge of menu, wine, resort, and our mission, values and basics, in order to train, test and coach staff
• Manage the restaurant to exceed standards in food quality, safety and cleanliness; including sanitation of all front of the house areas, back of the house work areas, storerooms and waste management storage areas.
• Ensure staff is properly distributing waste into recycle and compost bins
• Consistently monitor product and labor costs to remain within goals.
• Knowledge of current marketing promotions and associated procedures
• Report to and receive direction from the Director of Food and Beverage
• Assist Director of Food and Beverage with any and all needs

Qualifications

• Able to work very well under stress
• Able to work varied shifts, weekends, nights, and holidays
• Able to maintain absolute professionalism while working with many personality types
• Speak absolute fluent English

Physical Requirements:

• Able to stand for extended periods of time
• Able to lift 50 pounds

Education, Experience, Skills:

• At least High School Diploma, culinary school or college degree preferred
• 1-2 years of experience managing a high end, hospitality related, staff
• Must have valid Food Handlers certification, and Responsible Beverage Service certification
• Good knowledge of culinary art
• Good knowledge of wine, especially local
• Excellent knowledge of superior service standards

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This job description is not a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.