Rosewood Hotel Group Trang chủ

KEY RESPONSIBILITIES

Job Summary

Assist with maintaining all standards, policies & procedures relating to food and beverage service in Outlet as laid out by the property, with a strong emphasis on staff training and development, guest satisfaction, product quality and profitability.

Essential Duties and Responsibilities

Guest Satisfaction

•               Ensures the delivery of brand promise and provides exceptional guest service at all times. 

•               Provides excellent service to internal customers in other departments as appropriate. 

•               Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

•               Maintains positive guest and colleague interactions with good working relationships. 

•               Establishes a rapport with guests maintaining good customer relationships. 

•               Empower team to provide excellent customer service within guidelines, strive to improve service performance and provides constructive feedback.

•               Be fully converse with the bars operation and efficiently manages the operation of all shifts

•               Coordinate the entire operation of the bars

Finance 

•               Assists to improve productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines.

•               Assists to ensure that the outlet is operated in line with maximizing profit while delivering on the brand promise.

•               Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

•               Take a keen interest in the current business situation and bring in sound ideas to increase profit, decrease spending, up selling orders and maximize guests spend where possible.

•               Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

•               Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

•               Marketing and competitor analysis, organize marketing activities, such as promotional events and discount schemes.

Operations

•               Keeps abreast of newest trends and innovations in the hospitality industry. In particular current trends within competitor bars and internationally.

•               To be alert for opportunities to improve the profitability of the department i.e. through controlling wastage and being responsible for the economy of all utilities and resources.

•               To be aware of beverage prices in competitors bars. § Generate new business opportunities for the bar.

•               To be fully familiar with competitor standards, price levels and drink developments. § Takes a proactive approach to the Bar activity, anticipating potential opportunities.

•               Create and develop new cocktail menus.

•               When developing cocktail concepts, we are guided by Rosewood’s “Sense of Place” philosophy, building relationships with the local community and crafting stories that reflect the spirit of the destination.

•               Maintain effective communication within the department and ensure that the Bar Manager is kept well informed of any problems/queries that have arisen.

•               To attend any department training sessions and/or meetings required.

•               To liaise with other departments to ensure good communication and offer support. To be fully conversant with the Rosewood Employee Handbook.

•               Hold daily pre-service meetings to inform Outlet Team of any pertinent information.

•               Hold de- briefings with the Outlet Team after every service, or when and as required.

•               Inform the Outlet Team of any changes or additions throughout the service.

•               Maintain all internal communication with other departments.

•               Supports the hotel operation in times of demand.

•               Drives the Rosewood values and philosophy.

•               Ensure the department is adequately staffed, being responsible for duty rosters and to delegate staff duties – this to include coverage for holidays, sickness and absenteeism.

•               Ensure all staff report for duty punctually and in the correct uniform, so presenting the correct impression to all clients.

•               Ensure all new employees receive the correct induction into the department.

•               Maintain the agreed standards as in the service Training Manual and assist with updating when necessary.

•               Promote and facilitate a good working environment within the department.

•               Ensure courtesy to guests at all times.

•               Ensure regular clients are known and greeted accordingly.

•               To be observant and approachable and to ensure that guests are greeted and seated at all times and to maintain communication throughout their visit.

•               To handle guests’ complaints in an efficient and courteous manner.

•               To maintain a professional relationship with key product suppliers in order to maintain product levels and to be involved with training of new product opportunities.

•               Implement and maintain in conjunction with Outlet Manager the concept and image of the Outlet.

•               Ensure that all Mise-en-Place and preparations for orders are completed to ensure smooth, efficient service.

•               Ensure the food & beverage service to guests is of the expected standard, maintaining the reputation of the hotel.

•               Ensure that all guest orders are prepared and served to the agreed standards in accordance with the service Training Manual.

•               Inform all members of Outlet Team of any Special Attention Guests/VIP’s and liaise with Outlet Manager.

•               To liaise with the F&B Director and Executive Chef on a regular basis to discuss the progress of the day-to-day business.

•               Ensure all guest payments are dealt with promptly and in accordance with the Training Manual. § Participate in the planning and development of any future events in the Outlet and in the Hotel.

•               Oversee the end of month stock takes in an efficient manner.

•               Be responsible for a cash float and reconciliation of bills at the end of the shift.

•               Ensure cash control and stock control measures are fully effective.

•                Ensure correct standards of hygiene are practiced at all times.

•               Report any maintenance/hygiene problems to relevant departments.

•               To ensure correct measures are used at all times.

•               Work closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

•               To make sure that the premises are secure when the bar closes.

•               To understand the financial reports, to interpret and to create appropriate action plans concerning the figures.

•               Respond to changes in the Food and Beverage function as dictated by the industry, company and hotel.

Human Resources 

•               Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

•               Maximizes the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

•               Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

•               Supports the implementation of WWW, demonstrating and reinforcing Rosewood Hotels & Resorts’ Values and Culture Characteristics.

•               Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.

•               Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

•               Feedback the results of the Associate Engagement Survey (YES!) and ensures that the relevant changes are implemented.

Other Duties 

•               § Exercises responsible supervisory behavior at all times and positively representing the hotel management team and Rosewood Hotels & Resorts.

•               Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.

•               Ensures high standards of personal presentation and grooming.

•               Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

•               Attends training sessions and meetings as and when required.

•               Carries out any other reasonable duties and responsibilities as assigned.

•               Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

•               Models the company’s culture, vision, mission, and core values at all times.

Qualifications

•               Hotel Management or Business Degree preferred.

•               One to three years’ experience in hotel Food & Beverage operations or free-standing lifestyle restaurant. 

•               Knowledge of EPOS systems, preferably Micros.

•               An excellent eye for detail

•               People person and good motivator.

•               Solid leadership and training skills.

•               Impeccably groomed.

Standard Responsibilities

•               Comply and adhere to the Rosewood company policies.

•               Take on other tasks in addition to the ones stated, in a reasonable framework.

•               Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

•               Model the company’s culture, vision, mission, and core values at all times.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates.  It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Health & Safety

•               Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

•               The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

•               Report any defects in the building, plant, or equipment according to hotel procedure. i.e. Safety Alerts.

•               Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures. 

•               Be fully conversant with:

o               Risk Assessments for your department

o               Hotel Fire & Bomb Procedures

o               All Emergency Procedures

Others

•               The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

•               As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

The resort’s 55 villa accommodations will feature private pools, landscaped gardens and unobstructed sea views. Conceived by Netherlands-based Studio Piet Boon, the architecture and interiors are seamlessly designed to immerse guests in the natural surroundings and express harmony with the island through the extensive use of local materials. Mitsubishi Jisho Sekkei Inc. is providing local architectural expertise and support in realizing the design vision. Four restaurants and bars will include relaxed beachfront concepts showcasing fresh seafood, prized island-raised beef, locally distilled spirits and craft beer. With a stunning seascape as a backdrop, the resort’s indoor and outdoor event venues will host unforgettable destination weddings and private celebrations. On-site recreation will include a standalone Rosewood Explorer’s Club, Rosewood’s program for younger guests designed to inspire creativity and imagination, encourage adventure, discovery and social responsibility through unique experiences attuned to the destination. Asaya, Rosewood’s pioneering integrated wellness concept, will offer treatment rooms set amid private gardens, indoor and outdoor hydrotherapy facilities and a menu of programs and services influenced by local healing traditions. Beyond the resort, guests will discover an abundance of vividly picturesque sites, from the majestic natural stone arch of nearby Sunayama beach to the perfectly poised lighthouse at Higashi-Hennazaki Cape (a nationally designated “Place of Scenic Beauty”) and the seven-kilometer stretch of Yonaha Maehama, regularly ranked as Japan’s best beach and renowned for its cinematic sunsets. Even a brief sojourn will reveal distinctive customs, culture, dialects, cuisine and crafts as well as the beguiling ways of the Okinawan uchinanchu (“sea people”) who inhabit the island.