Director of Outlets

POSITION OBJECTIVE

The Director of Outlets will Oversee the functions of IRD, Lounge Lunch and Dinner, Garden Patio, and Breakfast to ensure excellent customer service and maximize revenue and profits.

The Director of Outlets will lead a unionized team and manage all aspects of the front-of-house operations to deliver a high level of guest satisfaction and outstanding experiences to all guests.

Overall responsibilities include handling guest satisfaction, compliance with hotel standards, controlling the budget, recruiting, and training staff on service standards, menu knowledge, and overall flow between kitchen and front of house.

ESSENTIAL JOB FUNCTIONS

• Responsible for the hiring, termination, coaching, recruiting, and developing of all service professionals, ensuring that everyone is following the standard of conduct & policies.
• Navigate and adhere to union regulations and collective bargaining agreements. Handle negotiations and disputes with union representatives.
• Monitor and ensure the availability of supplies such as china / glass / silver and equipment such as tables and chairs that are up to standard for the safety of both guests and service professionals.
• Oversee the Scheduling of all hourly and salaried Team members in all departments on a weekly basis to meet business and budget demands.

During any time off ensure coverage is acceptable with the Director of Food and Beverage.

• Ensures a positive atmosphere in all outlets, including contacting 100% of guests and service Professionals throughout each shift.
• Attend and lead all line-up meetings for Service Professionals and conduct ongoing training to ensure service professionals continue improving their performance and knowledge of product offerings throughout the hotel and other departments
• Must be familiar with and commonly demonstrate a high standard of all products and systems while being fair to each service professional.
• Meets and greets customers in the outlets and oversees the guest profile system.
• Handle disgruntled customers by offering suggestions and solutions to ensure guest satisfaction is the ultimate priority.
• Maintains clean and organized work areas, including service stations, dining rooms, equipment, storage, and coolers. Check all areas for maintenance requirements and follow up with the director of engineering to ensure the completion of repairs.
• Ensure correct billing for all accounts and payments taken.
• Ensures that the outlet maintains the integrity of a responsible alcohol vendor and that all operations are compliant with relevant laws and health and safety standards.
• Constantly monitor inventory items to ensure proper tracking and accountability for those items. Oversee the month-end inventory as it relates to the outlet.
• Ability to multitask and handle high demands of stress and workloads at any given time.
• Impact service by leading the floor during peak times, press events, and activity periods. Ensure consistent execution and improvement of service and efficiencies, including implementation of opening and closing duties for each shift, manager's checklist, monthly departmental staff meetings, line-ups, standard testing, role plays, Forbes standards, and reviewing guest feedback.
• Attend Operational Meetings led by the Managing Director, Hotel Manager or Director of Food & Beverage.
• Assist in developing and implementing marketing strategies and promotional activities to attract new customers, retain existing clientele, and help grow the current business, including programming, incentives, and beverage programs to drive traffic.
• Monitor and analyze financial performance, including sales figures, cost control measures, inventory procedures, and budget management, to maximize profitability and minimize waste.

EDUCATION / EXPERIENCE

• High school or equivalent education required.
• A bachelor’s Degree is preferred.
• A minimum of eight years of food and beverage service experience, with at least five years of progressive management experience in Luxury Hotels.

REQUIREMENTS

• The physical demands described are representative of those that must be met by an employee to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is regularly required to stand, walk’ use hands to finger, handle, or feel;

reach with hands and arms; stoop, kneel, crouch, talk, and hear.

• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision.
• Must be required to apply common sense understanding to carry out written, oral, or diagram instructions and to deal with problems involving several concrete variables in standardized situations.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers, and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• The ability to balance office work and on-site management, with the need to navigate the restaurant and hotel premises regularly.
• Work on special projects and contribute ideas to the growth of the department.
• Walking and standing are required for the majority of the workday and possibly for 8 hours or more. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert a well-paced ability to maneuver between functions occurring simultaneously.
• May be required to lift trays of food or food items weighting up to 25 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Must be able to read, write and converse in English.
• Must be able to lead groups of people in a variety of activities.
• Must be able to work alone with no supervision.
30+ days ago