Position is responsible for the day-to-day operations of all F&B outlets within the hotel. These outlets include Lanes of London restaurant, the executive lounge, the meeting & event spaces, and in-room dining. Oversee guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Assisting in food and beverage operations. Creating a property environment that emphasises on motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Provide excellent customer service to all employees. Respond quickly and proactively to employees’ concerns. Use coaching skills throughout the property. Demonstrate self-confidence, energy and enthusiasm. Motivate and encourage staff to solve guest and employee related concerns.

Provide excellent customer service. Respond quickly and proactively to guest's concerns. Understand the brand's service culture. Set service expectations for all guests internally and externally. Take ownership of a guest complaint/problem until it is resolved, or it has been addressed by the appropriate manager or employee. Follow up to ensure complaints have been addressed to the guest's satisfaction. Develop a relationship with all guests to build repeated clientele internally and externally. Comply with all corporate accounting procedures. Assists Food and Beverage Manager as needed with annual Quality audit.

SCOPE/BUSINESS CONTEXT

• A Full-Time position based at the London Marriott Park Lane
• Number of Direct Reports - 5
• Titles of Direct Reports – F&B supervisor

CANDIDATE PROFILE

Experience:

• Previous experience working as an Outlets Manager or Restaurant/Banqueting Manager is preferred.
• Five-star luxury hotel experience preferred.
• Experience of managing a moderately sized team required.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Strong innovation & imagination to bring concepts to life.
• Pro-active problem-solving skills.
• High attention to details
• Computer literate includes social media & administration.
• Developed critical thinking.
• Excellent leadership and communication skills
• Entrepreneurial mind set.
• Pursuit of excellence in all operations and as well as associate relations

Education or Certification

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

  OR

• Degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; experience in food and beverage, culinary, or related professional area.
• Good level of English essential
• Management food safety certificate desirable
• Personal License holder desirable
• First Aid certification desirable

Management competencies

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities,motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

Cash Handling

• Process all payment types such as room charges, cash, checks, debit, or credit.