Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

Scope of Position:

The Assistant Food & Beverage Manager will report directly to the Director of Food & Beverage or Food & Beverage Manager and will have the assistance of Supervisors. The successful candidate will need to be comfortable with busy, high-quality operations, managing multitasks as well as have strong interpersonal skills. He/She will be responsible for all the Food and Beverage Operations which includes all culinary areas. Oversees Guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of all applicable Food and Beverage laws and regulations. Develops and implements business plan for the Food and Beverage Division and always

Responsibilities

Leading Food and Beverage Team

Manages the operations of the Food and Beverage departments
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Oversees all culinary, restaurant, beverage and room service operations.
Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
Provides excellent customer service to all employees.
Responds quickly and proactively to employee's concerns.
Provides a learning atmosphere with a focus on continuous improvement.
Encourages and builds mutual trust, respect, and cooperation among team members.
Monitors and maintains the productivity level of employees.
Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.
Perform other duties as and when required.

Ensuring Exceptional Customer Service

Provides excellent customer service.
Responds quickly and proactively to guest's concerns.
Understands the brand's service culture.
Drives alignment of all employees, team leaders and managers to the brand's service culture.
Sets service expectations for all guests internally and externally.
Takes ownership of a guest complaint/problem until it is resolved, or it has been addressed by the appropriate manager or employee.
Verifies all functions are up to standard and exceed guest's expectations.
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 behaviours.
Manages day-to-day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.

Additional Responsibilities

Complies with all corporate accounting procedures.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution and solve problems.
Drives effective departmental communication and information systems through logs, department meetings and property meetings.
Initiatives to aid with the continued development of the colleagues positioning as a leader in Food & Beverage service and as a Food and Beverage destination.
Ongoing control and enhancement of quality standards and guest service.
Daily supervision, coordination and direction of the outlet colleagues and leaders, anticipating and ensuring prompt, courteous service.
Ensuring that Restaurant/Bar maintains a first class and positive visual impact including ambiance, cleanliness, orderliness, décor and service flows.
Working together with the Culinary Department, to develop new menu ideas and promotions.
Working with the teams to create new ideas and promotions resulting in increased opportunities for Food & Beverage Sales.
Working with the kitchen, stewarding and all restaurant leaders to ensure and promote that teamwork is a strong component of the daily service culture.
Assist with recruiting, staffing and scheduling ensuring an adequate balanced staff and leadership level while maintaining forecasted productivities.
Ensuring a safe and healthy work environment for all guests and colleagues
Monitoring and continued development of food & beverage controls.
Ensuring all training processes are set up and maintained for all leaders and colleagues.
Reports suspicious people, parcels, and behaviors to Security.
Ensures adherence to Accor Code of Ethics

Qualifications

High school, diploma or GED.
4 years experience in food and beverage management, culinary, or related professional area.
Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
Entrepreneurial thinking and analytical business thinking required.
Proficient in the English language (verbal & written), second language is an asset.
Must be able to handle a multitude of tasks in an intense, ever-changing environment.
Must be flexible in terms of working hours.
Must be computer literate and analytical.
Enthusiastic and guest driven.
Must be able to prioritize, organize and be self-efficient.
Able to perform under pressure.

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