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Food Beverage Manager

Job Title: Head of Food and Beverage

Department: FB Department - Bar/Restaurant

Responsible to: General Manager and Director of Operations

Location: The Eliott Hotel, Gibraltar

Responsible for: Bar/Restaurant Personnel

The Head of Food Beverage is responsible for assuring attentive, friendly, courteous and efficient service in all FB related areas – including but not limited to Restaurant, Room Service, Bar, ME and Banquets) while maintaining adherence to budgeted payroll and overhead costs. He/she is also responsible for continually working towards improving Restaurant, Room Service Bar and Banquet sales revenues to meet or exceed budget. The Head of Food Beverage is responsible for directing and organizing the activities of the Food and Beverage Department to ensure a consistently high-quality food product while at the same time developing his/her team and driving a positive work environment. Kitchen management in conjunction with the Head Chef to ensure all margins are as per budget, cost control, HACCP Management, stock control and menu development.

Main duties and responsibilities:

• Accountable and wholly responsible for customer management, the day-to-day operation, promotion/sales and administration of the Food Beverage Areas.
• Manager on duty shifts as required.
• Implement and maintain the SOPs (standard operating procedure) for Bar Restaurant department.
• The main responsibility to develop product service to the highest standards and maintain to be “the best place” for locals and tourists to have memorable FB experience.
• Responsible for organising events and comprehensive, efficient promotion/PR. Participation and input towards FB Marketing activities in conjunction with the local team and head office. Preparation of Sales promotions.
• Ensure all guests receive a smooth and memorable experience.
• Dealing with guest queries in a friendly and efficient manner, ensure best customer care and satisfaction at all times. Customer follow ups conducted in on a timely basis.
• Being aware of the business in the hotel, especially FB outlets and ensure proactive planning takes place to have adequate resources available at all times, to deliver exceptional guest service.
• Being aware of VIP guests or guest’s special requests and communicating this to the team within the department and Head Chef. Ensure a full meet greet by all are adhered to.
• Ensure all customers are responded promptly and effectively on complains and points learned are used to enhance future customer service.
• Having thorough knowledge in FB service and products in all aspects.
• Continually develop new FB knowledge and skills to ensure best practice service delivery.
• Ensure the teams always have correct mise-en-place done in a timely and thorough manner to be able to do efficient work and deliver exceptional service on time.
• Communicate and cooperate with Head Chef regarding daily offers and any changes in the menu to enhance the guest satisfaction and experience at all times.
• Develop, implement, maintain and promote FB service products for in-house as well as local guests and ensure financial targets are met as agreed with GM/Budget.
• Prepare and develope menus together with Head Chef, Director of Operations and GM.
• On a daily basis, checking quality of FB service including quality quantity and presentation of the final products to make sure recipes and standards are followed at all times.
• Accountable and responsible for entire equipment in the Food Beverage department to be fully operational. Ensure to have adequate inventory for smooth operation at all times and making purchase as needed.
• Accountable and responsible for the presentation and high level of hygiene of the entire FB areas including storages, refrigerators, delivery area always.
• Being fully accountable for Bar Restaurant stocks, ensure regularly monitoring and making purchasing orders on time and quantity as needed.
• Ensure all goods received for the Food and Beverage areas are checked regarding quality quantity, delivered dockets are signed and uploaded for the Accounts Department.
• Ensure all keys for storage are handled with care and all storage areas are locked when not in use.
• Follow company control procedures in accordance with the company internal audit requirements.
• Ensure all costs are controlled without compromising standards and service delivery and maintained in line with forecasts and revenues.
• Control and ensure proper usage of cleaning supplies and accessories.
• Ensure there is no unnecessary food wastage or breakages.
• Proactively manage energy usage within the hotel and work with management colleagues to make savings. Be a core member of our green team and innovate to become a “Green Key Member” and receive accreditation for same.
• Ensure to implement and maintain a management “lead by example” style.
• Ensure consistent visibility of yourself between guests and employees. Implement and maintain an open-door policy.
• Ensure everyone continuously behave in a professionally and friendly manner during verbal as well as non-verbal communication with guests and co-workers, especially while being present in public area of the hotel.
• Ensure a high standard of personal hygiene and presentation of the team at all times; reporting on duty on time, clean and tidy, proper personal grooming, wearing the correct uniform to company standards with name tag.
• Prepare working/staff schedules based on daily business needs and any special requirements.
• Ensure sign-in/sign-out staff per company procedure.
• Agree departmental objectives for self and the FB team.
• Ensure the team has knowledge of the O’Callaghan Hotels product and the organisation.
• Ensure the team is fully aware of the entire hotel offering, all room types and their characteristics, promotions and special offers, especially in FB department.
• Ensure protection of business and professional confidentiality.
• Timely analysis of Food Beverage Prices in relation to competition.

Human Resources

• Develop the team skills knowledge through developing and implementing department training plans to meet the business needs.
• Regularly review individual and team performance against objectives and providing feedback though on the job training, appraisals, job chats and team meetings and where necessary taking corrective action.
• Train, supervise, manage and assist in the daily operation of the FB outlets.
• Keep the team up to date about departmental, hotel and company activities through daily communications including financial feedback and customer feedback and taking appropriate actions for improvement.
• Carry out interviews, contributing to the recruitment decisions and ensure comprehensive training of all new staff.
• Conduct HR activities pertaining the food and beverage department ensuring all procedures are followed correctly and if necessary, conduct disciplinary proceedings in consultation with the senior management team.
• Record staff lateness/sickness/holidays per company procedure.

Health Safety

• Understanding and taking accountability for the relevant HS legislation and the implications on the operation of the department in the hotel, including HACCP COSHH.
• To read, understand and comply with your responsibilities as defined in the Health Safety Statement and Staff Handbook.
• Ensure that reasonable care is taken for Health Safety of yourself, other employees, guests and any other person on the promises.
• Carry out and promote fire and accident/other safety drills as directed by the hotel safety officer.
• Inform immediately any accident or incident on the hotel grounds, when personally involved or being as a witness or incident involving third party.

Occasional Duties

• Duty Management shifts as required
• Depend on the business level within the hotel, you will be required to assist with duties as directed by management. These duties may include assistance in duties/operations in all areas of the hotel and/or its operation.

Qualifications required/desired

• Scheduling systems: Procure Wizard TNA would be advantageous.
• Purchasing systems: Procure Wizard Purchasing would be advantageous.
• PMS POS systems experience required Opera / Micros experience would be advantageous.
• Online Training platform: Use of online training systems would be beneficial.
• A working knowledge of Health Safety practices in the workplace.
• Previous work Experience in Food Beverage Service Industry at management level.
• Completed Hospitality/ Travel/ Tourism qualification at Diploma level.
• Ability to communicate with employees and customers, solve multiple problems at the same time, set up priorities, organize work and make certain decisions.
• Excellent customer care and complain handling skills.
• Excellent presentation and appearance.
• Sales related skills.
• Ability to use computer, phone and internet/email.
• Ability to deliver quality and standards.
• Experience of effective cost and stock controls.
• Ability of team development and to work in team environment.

About Us

The Eliott Hotel Gibraltar takes inspiration from its Mediterranean surroundings. Strong, warm colours and clean lines give the bedrooms a contemporary feel, while comfortable beds and furniture make them an inviting haven after a day in the sun. Many of the rooms also enjoy breathtaking views of the Strait of Gibraltar.