Food & Beverage Supervisor

Job description

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels , Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Desired profile

Job Summary

In this position the Food and Beverage Supervisor focuses on supporting the day to day activities in Restaurant, Room Service and Bar/Lounge and is responsible for the department in the absence of the manager. They supervise daily food and beverage service operations; maintains hygiene standards, assists servers and hosts on the floor during peak meal periods; and ensures that all the outlets are working to ensure guest and associate satisfaction and are achieving it in-line with the operating budget. They will also work within the conference and banqueting team and support the running of functions and events within the hotel.

· Supervises daily shift operations and ensures compliance with all food and beverage policies, standards and procedures.

· Opens and closes Food & Beverage outlets and ensures completion of assigned shift checklist and other duties.

· Meets and greets guests and sets an exemplary example of guest service.

· Assists servers and hosts on the floor with guests during meal periods and high demand times.

· Assists with developing menus and promotions.

· Runs and interprets department reports as necessary.

· Ensures Associates understand liquor laws; and monitors alcohol beverage service in compliance with local laws.

· Communicates areas in need of attention to associates and follows up to ensure follow through and attention to detail.

· Operates all department equipment as necessary and reports malfunctions.

· Purchases appropriate supplies and manages inventories according to budget.

· Supervises Associate levels to ensure that guest service, operational needs and financial objectives are met.

· Develops cleaning schedules for Associates; ensures Associates follow cleaning schedules and keep their work areas clean and hygienic.

· Maintains food handling and hygiene standards.

· Ensures all Associates have proper supplies, equipment and uniforms.

· Trains Associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.

· Participates as needed in the investigation of Associate and guest accidents.

· Understands and complies with loss prevention policies and procedures.

· Ensures that Associates are trained on technical and service aspects of their job, room set-up and preparation, and customer service (e.g. Brand Standards and Short Take Training)

· Collaborates with management to develop and implement ideas and procedures to continuously improve department performance around Guest Satisfaction Survey (Guestvoice) scores.

· Requisitions stock from the wine cellar ensuring that sufficient notice is given for ordering.

· Ensures that license restrictions and weights and measure laws are adhered to and enforced at all times

· Ensures that a pre-service brief is given to all staff prior to each service

· Coordinates tasks and work with other departments to ensure that the department runs efficiently

· Adheres to and reinforces all standards, policies, and procedures (Brand Standards SOPs, LSOPs, etc.).

· Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.

· Ensures that all Fire regulations are maintained by making sure that the Fire Exits are not blocked, and that yours and the guest equipment does not obstruct fire doors.

· Supports the departmental training program and activities.

· Communicates and consults with management, Heads of Departments and Supervisors to ensure a consistent approach to service delivery

Guest Satisfaction

· Generates high levels of positive guest impact and actively works towards maintaining and achieving departmental Guestvoice / ESS scores, by actively investigating and resolving customer queries and complaints as quickly as possible

· Sets a positive example for guest relations.

· Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.

· Empowers Associates to deliver excellent customer service. Ensures Associates understand expectations within Marriott guidelines.

· Observes Associate behaviours and provides feedback to individuals; continuously strives to improve service performance.

· Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

· Communicates any issues regarding food quality and service levels to Chef /Kitchen and Food & Beverage leaders.

Human Resources

· Use all available on-the-job training tools for Associates; supervises on-going training initiatives and conducts training as and when appropriate.

· Communicate performance expectations in accordance with job descriptions for each position and monitors progress.

· Coach and counsel Associates regarding performance on an on-going basis. Handles Associate progressive disciplinary in accordance with HR guidance and Marriott procedures.

· Address and resolve Associate questions and concerns.

· Listens to Associates' suggestions for improving work processes and customer service. Gains management support as needed to act upon suggestions.

· Works with management to ensure that Associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

· Collaborates with management to recognize and celebrate Associate performance contributions (e.g., department-specific recognition programs)

· Collaborates with management to develop and implement ideas and procedures to continuously improve department performance around Engagement Surveys (ES) scores

· Participates in Guarantee of Fair Treatment process as an Associate's first point of contact

· Conducts One-to-Ones with Associates giving them constructive feedback to help them perform above expectations

· Ensures a departmental orientation program is in place for Associates to receive the appropriate new hire training to successfully perform their job. Ensures Associates are cross-trained to support successful daily operations.

· Establishes and maintains open, collaborative relationships with Associates and ensures Associates do the same within the team.

· Attend all departmental meetings and any training sessions whether internal or external as requested.

Sales and Revenue Management

· Supports and assists with new concepts and promotions for Food and Beverage outlets.

· Supervises Associate incentive programs for up-selling and marketing promotions.

· Monitors actual and projected sales on a daily basis. Reviews meal period covers, room capture ratios and average checks to ensure revenue goals are met or exceeded. Identifies and addresses opportunities as needed.

· Promotes sales to achieve maximum sales potential for all food and beverage items

Financial Management

· Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.

· Utilizes the Labour Management System effectively to schedule according to business demands and for tracking of Associate time and attendance.

· Manages payroll administration.

· Participates in the management of department's controllable expenses to achieve or exceed budgeted goals.

· Understands the impact of department's operation on the overall hotel financial goals; educates Associates on details as appropriate.

· Maintains the efficient control of stocks, keys or money that you may hold ensuring the compliance to the departments control systems

· Ensures that all necessary measures are taken for the security of monies, floats, keys and safety deposits and ensure that all stocks are accounted for at all times

Other

· Carries out any other duties as may be required to ensure the hotel operations are properly maintained to ensure total guest satisfaction – acts a Manager on Duty for specific shifts for entire hotel.

· Performs other related duties as assigned by management to meet Business needs

· Complies with Marriott International Hotels Limited Regional Office policies and procedures.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.