CORE WORK ACTIVITIES
Managing Day-to-Day Operations
Estimate food, liquor, wine, and other beverage consumption in order to anticipate amounts to be purchased or requisitioned.
Facilitates pre-meal briefings with the Chef and Restaurant Managers to educate restaurant staff on menu items including ingredients, preparation methods and unique tastes.
Maintains service and sanitation standards in restaurant, bar/lounge and room service areas.
Order and purchase equipment and supplies.
Oversees the booking and manages service of restaurant parties, special events and room service hospitality suites.
Developing and Maintaining Budgets
Manages department's controllable expenses to achieve or exceed budgeted goals.
Understands the impact of department's operation on the overall property financial goals.
Leading Food and Beverage Team
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Serves as a role model to demonstrate appropriate behaviors.
Develops means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
Acts as the guest service role model for the restaurants, sets a good example of excellent customer service, and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Ensures cash control and liquor control procedures are followed by all Restaurant, Bar/Lounge and Room Service employees.
Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
Ensures compliance with food handling and sanitation standards.
Ensures staff understands all applicable liquor laws.
Establishes guidelines for customer service so employees understand expectations and parameters.
Strives to improve service performance.
Ensuring Exceptional Customer Service
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.
Estimates cost and benefit ratio, maintaining balance between profit and service satisfaction.
Empowers employees to provide excellent customer service.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Interacts with guests to obtain feedback on product quality and service levels.
Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
Responds effectively to guest problems and handles complaints.
Reviews guest satisfaction feedback with employees to develop appropriate corrective action.
Managing and Conducting Human Resource Activities
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Ensures that expectations and objectives are clearly communicated to subordinates; subordinates are also open to raise questions and/or concerns.
Administers the performance appraisal process for direct report managers.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Ensures employees are treated fairly and equitably.
Ensures property policies are administered fairly and consistently.
Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
Observes service behaviors of employees and provides feedback to individuals and or managers.
Informs and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.