Job Description

JOB SUMMARY

Responsible for total food and beverage service daily operations across the resort, including Signature Restaurants, Lounge Bars, In-Lodge Dining, and Bespoke Events/Catering. Reporting directly to the Hotel Manager, this position oversees the development and execution of departmental service strategies, ensuring strict adherence to Ritz-Carlton Gold Standards and ultra-luxury operational expectations. Working in close collaboration with the Director of Culinary (who leads all kitchen and culinary operations), this role guarantees that all front-of-house F&B service operations meet target luxury guest needs, foster associate engagement, grow revenues, and maximize financial performance across the reserve. Develops property-wide service strategies that deliver products and experiences meeting or exceeding guest expectations while driving long-term return on investment for Emirates Wolgan Valley, a Ritz-Carlton Lodge.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 6 years of experience in food and beverage, restaurant management, event management, or related professional area within a luxury hotel or resort environment.

OR

• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years of experience in food and beverage, restaurant management, event management, or related professional area within a luxury hotel or resort environment.

CORE WORK ACTIVITIES

Managing Day-to-Day F&B Service Operations

• Aligns F&B service operating strategies with resort objectives under the leadership of the Hotel Manager and leads execution across all front-of-house dining outlets, bars, and event venues.
• Collaborates closely with the Director of Culinary to ensure seamless coordination between kitchen and service teams.
• Supervises daily shift operations, enforcing compliance with company policies, brand standards, safety regulations, and local liquor laws (RSA compliance).
• Monitors front-of-house staffing levels to balance financial goals, operational requirements, and uncompromised guest service.
• Oversees order and purchasing strategies for service equipment, chinaware, glassware, linen, and beverage/wine inventory.
• Directs an effective monthly self-inspection program across all front-of-house dining venues, bars, service pantries, and wine cellars.

Developing and Maintaining Food and Beverage Service Goals

• Establishes clear service expectations and holds the F&B service leadership team accountable for demonstrating luxury service behaviors.
• Analyzes monthly profit-and-loss statements and operating reports alongside the Hotel Manager to evaluate department performance against budget.
• Recommends capital funding and operational allocations for venue refurbishments, service equipment upgrades, and beverage program enhancements.
• Identifies operational challenges within front-of-house F&B divisions and implements targeted strategies to enhance financial performance.
• Sets realistic, obtainable, and elevated service benchmarks for all restaurant, bar, and event teams.

Developing and Maintaining Budgets

• Formulates, manages, and executes the comprehensive annual F&B service and beverage operating budget.
• Tracks daily service revenues, beverage sales trends, and forward projections to exceed financial goals and capitalize on revenue-generating opportunities.
• Enforces strict cash management, point-of-sale audits, and beverage inventory control procedures.
• Protects profit margins without sacrificing guest satisfaction, associate engagement, or Ritz-Carlton luxury service standards.

Leading the Food and Beverage Service Team

• Employs strong communication and leadership skills to motivate Ladies & Gentlemen, exemplifying integrity, sound financial judgment, and leadership by example.
• Fosters an environment rooted in mutual trust, respect, empowerment, and seamless collaboration with the culinary division led by the Director of Culinary.
• Serves as a role model for The Ritz-Carlton Credo, Motto, and Gold Standards.
• Identifies creative beverage revenue streams, estimates cost-benefit ratios, and drives margin improvements through curated wine pairings and mixology programs.
• Encourages operational innovation to optimize service workflows and elevate the guest dining experience.
• Ensures regular communication through daily line-ups, shift briefings, beverage tastings, and inter-departmental syncs.
• Mentors, coaches, and creates personalized career development paths for direct reports and emerging hospitality service talent.
• Tracks beverage market trends, fine wine developments, and regional mixology concepts to maintain the resort's competitive positioning.

Ensuring Exceptional Customer Service

• Elevates guest satisfaction through intuitive, personalized, and proactive luxury service execution.
• Coaches front-of-house staff on guest preferences, dietary requirements, wine pairing recommendations, and luxury dining etiquette.
• Analyzes guest satisfaction metrics, comment cards, and direct feedback alongside the Hotel Manager to initiate swift corrective actions.
• Shares action plans and service enhancement strategies with resort executive leadership.
• Empowers Ladies & Gentlemen to resolve guest issues immediately and deliver memorable dining experiences.

Managing and Conducting Human Resource Activities

• Establishes clear performance metrics, conducts regular appraisals, and provides direct oversight to restaurant and beverage department managers.
• Guides F&B service leadership in optimizing wage management, beverage cost controls, and operating expenses.
• Recruits and retains high-caliber service and beverage leadership talent with proven functional expertise, passion for hospitality, and entrepreneurial drive.
• Ensures open communication channels, maintaining an Open Door Policy so associates can freely raise questions or suggestions.

At Marriott International and The Ritz-Carlton, 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.