Company Description
Accor Hotels & Resorts
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
Job Description
Customer relations
• Enhances guest satisfaction through his/her warm and friendly manner, availability and frequent presence in the hotel
• Handles guest comments and complaints, ensuring follow-up
• Develops strong relationships with guests with the aim of gaining their loyalty
• Ensures the quality of service provided for guests, that they are comfortable and receive a warm and personal welcome
Professional techniques / Production
• Steers and promotes all the F&B points of sale
• Ensures that all information is duly passed on to the applicable departments
• Organises and supervises the preparation of points of sale according to activity forecasts and product information
• Ensures the brand's reference standards are properly applied
• Ensures that sales materials are of good quality and ensures that pricing is in line with strategy
• In conjunction with the Head Chef, prepares the menus, organises purchases and updates the cooking instructions
• Plans changes in the menu, sets prices and organises the work for the day in coordination with the Chef
• Is responsible for keeping equipment and furniture in good condition, for keeping machinery and appliances in reliable working order, and for following up technical maintenance.
• Assures hotel management cover early mornings, evenings, weekends and on bank holidays
• Attends meetings for Heads of Department
• Passes on the management team's decisions
• Knows how all the hotel's departments operate and is able to replace another Head of Department in case of absence
• May occasionally be asked to replace the General Manager
Team management and cross-departmental responsibilities • Evolves working methods in line with brand philosophy
• Develops team spirit and motivation by creating a good working atmosphere
• Supervises recruitments in conjunction with the Points of Sale Managers
• Organises the welcome of new employees
• Carries out annual performance appraisals on managers under his/her responsibility, sets targets and ensures that appraisals are conducted for employees
• Prepares the training plans in conjunction with the managers under his/her responsibility
• Ensures that work schedules are consistent with activity forecasts for the hotel
• Leads working and information meetings and team discussions
• Involves and motivates the managers and employees under his/her responsibility to meet the department's quantative targets
• Ensures compliance with labour legislation in the F&B department
• Trains and motivates the team to use the sales pitches and ensures they are put into practice
Commercial / Sales • Establishes excellent relations with guests
• Prepares the commercial action plan for the department and ensures its implementation
• Sets daily sales targets to be met by the team
• Is familiar with all the hotel's services and informs guests about them to encourage use
• Analyses guests' comments and implements any corrective actions as required
• Launches and deploys marketing initiatives in the local area in order to increase revenue
• Works in close collaboration with the sales department to ensure high standards of service and satisfaction for meetings customers
• Is actively involved in the local area to keep up-to-date with specific issues and needs
• Keeps close track of what the competition is doing
• Uses creativity and innovation to facilitate commercial operations
Management and administration • Draws up the annual budget for the department and implements any corrective actions required
• Ensures that the management results for the department are in line with the hotel's targets
• Guarantees the respect of procedures governing cash operations, administration and audits, in line with the brand's internal audit guidelines
• Adapts department organisation as required and manages headcount for optimum "prime cost"
• Draws up, implements and ensures that internal checks are carried out
• Supervises F&B purchasing and manages stocks
• Supervises purchasing for the restaurant and kitchen, manages stocks and checks that AccorShop purchasing targets are met as decided by the brand
• Checks inventories that have been carried out
• Ensures that food and beverage costs comply with requirements defined by the hotel and the brand
• Takes part in "Debtor" meetings and implements actions to recover debt
Hygiene / Personal safety / Environment • Ensures that restaurant areas are kept clean
• Ensures that the equipment and cultural assets of the department remain in good condition and working order
• Sets up an action plan based on the hygiene analysis results and tracks implementation
• Applies the hotel's security regulations (in case of fire etc) and ensures they are respected
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and ensures they are fulfilled
• Is responsible for the security of people and property in the area under his/her remit
Qualifications
- University Degree or College diploma in Hotel or F&B Management and/or culinary institute is preferred;
- Valid Food Safety/Food Handler’s Certification and Smart Serve Certification;
- Valid Pro serve certification and must maintain certification;
- Minimum of 6 years of progressive leadership within hotel Food & Beverage operations;
- Experience managing progressive beverage program in multi-outlet operation, focusing on trends.
- Proven ability to drive revenues and profit, without sacrificing colleague and customer experiences with strong business acumen.
- Proven ability in menu concept and design, effective marketing, and on-line reputation management.
- Excellent business skills, including pricing, revenue management and cost controls;
- Excellent communication, organizational skills and interpersonal skills to assist in problem resolution with guests.
- Management experience in a unionized environment as asset.
