Job Description

Scope of Position:

• The position of Assistant Food and Beverage Manager is dedicated to exceeding expectations of both internal and external guests to ensure the highest level of service is consistently provided. Teamwork is the key to success in providing a warm and personal experience.  The Assistant Food and Beverage Manager’s role will be to ensure excellent guest service is rendered with the support of the Servers, Assistant Servers and the Food Servers.  The Assistant Food and Beverage Manager will ensure all hotel policies and procedures and standards of service are adhered to by the team. The Supervisor will also offer support to all colleagues, a team of professionals with a passion for food and beverage with regards to work and personal development.

Specific duties, responsibilities & Key performance areas

• To report for duty punctually, in full uniform according to appearance and grooming standards
• To promote and maintain a positive working relationship at all times with all the Colleagues of Mercure Hotels.
• Being leaders he/ she needs to lead by example, therefore needs to demonstrate a complete understanding of all policies, procedures and standards stated in Mercure Hotels.
• To follow all departmental policies, procedures and set service standards as outlined
• To consistently offer professional, friendly and warm hospitality to all guests
• To foster and practice teamwork and cooperation with all other positions existing in the outlet
• To attend all required training sessions and be aware of any changes to menus, hotel and departmental policies and procedures, service standards as well as business trends and requirements
• To take ownership and uphold the values stated in the Charter of Ethics and CSR
• To act according to the general Food and Beverage Basics
• To use empowerment to turn challenges into opportunities
• To demonstrate a complete knowledge and understanding of the sequence of service, food and beverage service standards, and all other service standards as outlined in the Job Task List
• To have full and complete knowledge of the food menu, dessert menu, coffee and tea menu as well as all other beverage menus and the wine list
• To know about menu items, ingredients, preparation methods and garnishes for all dishes.
• To be able to guide the guest through the menu and make any suggestions or recommendations in the guests’ interest
• To be able to answer any guest question about food items, beverages and wines in an informative and helpful way
• To be aware of all cashiering procedures and the handling of all payment methods.
• To understand and follow all point of sale procedures and policies as stated in SOPs
• To lead and guide the Servers and Food Runners, ensuring efficient and effective teamwork
• To communicate all service requirements to the respective team members in an efficient and effective way.
• To be an effective speaker and pass necessary information in briefings
• To ensure that all work areas and stations are kept clean and tidy at all times
• To perform all opening, side and closing duties as well as all daily and weekly duties to the set standards.
• To attend pre-shift, weekly and monthly meetings to be well-informed about all events, promotions and other news.
• To understand how to operate all the equipment used in the outlet and to protect all assets in the outlet and in the hotel
• To assist all guests (internal and external) with any enquiries or requests in a pleasant, helpful manner
• To actively participate in and follow all health and safety policies and procedures set out for the hotel
• Carrying out any miscellaneous duties and responsibilities as requested by your Manager pertaining to total quality service delivered
• Other duties as assigned

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
• Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
• Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
• Develop and implement with Shift Leaders, strategies to minimize staff turnover.
• Appraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.
• Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.
• Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.
• Ensure all staff under direct supervision are managed in accordance to the Relevant Award.
• Ensure the employee Department Induction program is completed within 4 weeks.

Health & Safety

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
• Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.

Qualifications

What are we looking for?

• Friendly, professional and engaging demeanour with the ability to remain calm, positive, and level-headed during peak service periods dealing with any situations that may come your way
• Experience in leading, coaching and training a team
• Minimum of  one year of experience running conferences and events.
• Minimum of two years managing a food and beverage outlet in a busy hotel or restaurant.
• Experience in A la carte service and fine dining preferred
• Proven experience in similar roles within busy environments
• A team player able to work collaboratively with all departments
• Can go out of their way to create memorable experiences for our guests
• Excellent communication skills with fluency in English; additional languages are a plus
• A high standard of grooming and presentation
• Flexibility regarding your work availability is essential, as we operate 7 days a week, including public holidays