Rosewood Hotel Group 主頁

OVERVIEW/BASIC FUNCTION:

Under the direct supervisor of the Manager, the Assistant Manager is responsible for the management of all aspects of the outlet functions, in accordance with hotel standards. Directs, assists, implements and maintains a service and management philosophy of exception al guest service.

Essential Duties and Responsibilities:

• Provide exceptional service and ensure guest satisfaction with dining experiences

• Assists in management of a team of food and beverage professionals ensuring brand standards and required sequence of service components are executed with precision

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Assists in management of all Outlet’s associates.

• Assists in interview, hire, train, performance manage and termination F&B associates.

• Schedule associates and prepare payroll documents to ensure associates are properly compensated.

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.

• Check storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.

• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

• Requisition linens/skirting required for business and assign staff to transport such to the outlet.

• Meet with the Chefs to review daily specials, upcoming reservations, staffing levels and 86'd items; update throughout shift. Ensure that staff are aware of such.

• Periodically check with the Front Desk to review updates on house count and arrivals.

• Review sales for previous day; resolve discrepancies with Accounting. Track revenue against budget.

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

• Ensure that staff report to work as scheduled. Document any late or absent employees.

• Coordinate proper breaks for staff.

• Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.

• Monitor the preparation of station assignments, ensuring compliance to departmental standards.

• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

• Inspect grooming and attire of staff; rectify any deficiencies.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.

• Inspect table set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.

• Inspect all aspects of the outlet environment ensuring compliance with standards of cleanliness and order. Direct respective personnel to rectify deficiencies.

• Ensure that the Host stand is clean, organized and stocked with designated supplies.

• Review the reservations, pre-assign designated tables and follow up on all special requests.

• Ensure that specified number of menus and wine lists are available and in good condition for each meal period.

• Check the pick-up station and side stations, ensuring agreement to standards of cleanliness, supply of stock and organization.

• Monitor and assist Host in greeting and escorting guests to their tables according to departmental procedures. Ensure that tables are seated to best service the guests.

• Anticipate heavy business times and organize procedures to handle extended waiting lines.

• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times.

• Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.

• Monitor and handle guest complaints and ensuring guest satisfaction.

• Monitor guest reactions and confer frequently with service staff to ensure guest satisfaction.

• Check the status of all orders and ensure that they are delivered within designated timelines.

• Monitor and ensure that all tables are cleared and reset according to department procedures.

• Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas.

• Assist restaurant staff with their job functions to ensure optimum service to guests.

• Answer outlet phone within 3 rings, using correct salutations and telephone etiquette as needed.

• Access all functions of the P.O.S. system in accordance to specifications.

• Manage and approve void checks in accordance with Accounting procedures.

• Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with Accounting standards.

• Issue manual checks when the system is down and ensure accountability of such.

• Run system-closing reports and ensure that all servers' checks are closed before they sign out.

• Ensure all closing duties for staff are completed before staff sign out.

• Conduct formal training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.

• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

• Prepare and submit daily/weekly payroll and tip distribution records.

• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.

• Document pertinent information in department logbook.

• Complete all paperwork and closing duties in accordance with departmental standards.

• Review status of assignments and any follow-up action with on-coming Assistant Manager.

• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.

• All other duties as required.

Confidentiality: While 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.

Required Skills

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills:

• Thorough understanding of financial reports including labour; ability to effectively direct and manage all facets of the Outlet.

• Demonstrate project management experience in organizing, planning and executing large-scale projects from conception through implementation

• Demonstrated experience in leading and developing people and the ability to establish rapport and/or influence and gain understanding of others

• Ability to lead a team; flexibility with work schedule

• Ability to enforce hotel's standards, policies and procedures with all personnel; ability to prioritize, organize and delegate work assignments

• Ability to direct performance of Outlet associates and follow up with corrections where needed; ability to motivate Outlet associates and maintain a cohesive team;

• Ability to promote positive work relationships with service personnel and other departments

• Ability to ascertain associates training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines

• Ability to maintain good coordination; ability to transport cases of received goods to the workstations; ability to transport pots and pans of food from storage/prep areas to the serving line; ability to work an 10+ hour shift, 5-7 days per week noisy and sometimes close conditions

• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards is met; ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements:

• Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Restaurant Environment - constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Qualifications:

• Diploma/Some College or an equivalent combination of education and work-related experience.

•California Responsible Beverage Service (RBS) Certificate & California Food Handler Card (Manager), preferred.

Experience:

• Minimum three years’ experience as a Restaurant Assistant Manager

• Hotel operational exposure (i.e. F&B) preferred

• Experience with a luxury or ultra-luxury property or brand preferred

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Rosewood Sand Hill, a luxury hotel in Menlo Park, California, opened in 2009. Nestled on 16 acres of pristine property in Silicon Valley, the five-star rated hotel offers a retreat for Bay Area executives and entrepreneurs, as well as local residents and visitors. The historic California ranch-style architecture melds with fragrant gardens and stunning views of the Santa Cruz Mountains to create a unique atmosphere that appeals to all types of guests.

Rosewood Sand Hill provides 121 guest rooms that are perfect for relaxing or rejuvenating with resort-like amenities and high-quality service. Guests can indulge at Sense, A Rosewood Spa®, or delight in the freshest local ingredients at Madera Restaurant. There are many different experiences available at this beautiful property; whether you're looking for a peaceful getaway or a lively place to dine and drink, Rosewood Sand Hill has something for everyone.