Senior Food and Beverage Operations Manager

Job Title

Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures.

Candidate Profile

Education and Experience

High school diploma or GED; 5 years experience in the food and beverage, culinary, 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; 3 years experience in the food and beverage, culinary, or related professional area.

Core Work Activities

Managing Day-to-Day Operations

Assists in the ordering of F&B supplies, cleaning supplies and uniforms.

Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures.

Supports and supervises an effective monthly self inspection program.

Operates all department equipment as necessary and reports malfunction.

Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.

Encourages and builds mutual trust, respect, and cooperation among team members.

Understands employee positions well enough to perform duties in employees' absence.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Monitors and maintains the productivity level of employees.

Verifies that all team members / supervisors understand the brand specific philosophy.

Maintains the operating budget, and verifies that standards and legal obligations are followed.

Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.

Celebrates and fosters decisions that result in successes as well as failures.

Communicates areas that need attention to staff and follows up to ensure understanding.

Coordinates cleaning program in all F&B areas (e.g., General clean), identifying trends and making recommendations for improvements.

Establishes and maintains open, collaborative relationships with employees.

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service.

Follows property specific second effort and recovery plan.

Stays readily available / approachable for all team members.

Demonstrates knowledge of the brand specific service culture.

Providing 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.

Serves as a role model to demonstrate appropriate behaviors.

Manages day-to-day operations, verifies that quality, standards and meeting the expectations of the customers on a daily basis.

Takes proactive approaches when dealing with guest concerns.

Sets a positive example for guest relations.

Stays readily available / approachable for all guests.

Reviews comment cards and guest satisfaction results with employees.

Responds in a timely manner to customer service department request.

Managing and Conducting Human Resource Activities

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Administers the performance appraisal process for direct report managers.

Conducts hourly employee performance appraisals according to Standard Operating Procedures.

Communicates performance expectations in accordance with job descriptions for each position.

Verifies that employees are treated fairly and equitably. Strives to improve employee retention.

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.

Manages beverage purchasing and control procedures and ensures staff is trained accordingly.

Observes service behaviors of employees and provides feedback to individuals and or managers.

Additional Responsibilities

Provides information to supervisors and co-workers by telephone, in written form, email, or in person.

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Analyzes information and evaluates results to choose the best solution and solve problems.

Performs hourly job function if necessary.

Extends professionalism and courtesy to team members at all times.

Comprehends budgets, operating statements and payroll progress report.

Performs other duties, as assigned, to meet business needs.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Team

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.