Operations Manager - Penthouse Bar + Grill

Main Duties: Administration · Ensures that the Food and Beverage activities at Penthouse Bar + Grill are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. · Oversees the preparation and update of individual Departmental Operations Manuals. · Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary. · Ensures the smooth operation of Penthouse Bar + grill in the absence of the Penthouse General Manager. Customer Service · Ensures that all employees deliver the brand promise and provide exceptional guest service at all times. · Ensures that employees also provide excellent service to internal customers in other departments as appropriate. · Spends time in public areas observing employee-guest interaction and talking with guests, works through Heads of Department to coach employees in guest service skills as necessary. · Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. · Maintains positive guest and colleague interactions with good working relationships. Financial · Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. · Ensures that Penthouse Grill is operated in line with maximizing profit while delivering on the brand promise. · Ensures that each cost center (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest. · Assists in the preparation of the Annual Business Plan for Food and Beverage with a focus in Penthouse Grill. · Assists in the monthly reforecasting for Penthouse Grill. · Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate. · Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to. · Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. Marketing · Assists in the preparation, utilization and update of the Annual Marketing Plan · Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that Penthouse Bar + grill operations remain competitive and cutting edge. · Encourages Penthouse Bar + Grill team to look for Marketing and Public Relations opportunities to increase awareness and ultimately business. Operational · Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. · Monitors all operations, especially during peak business periods, working through the respective asst. managers and specialist to make adjustments where necessary. · Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented. · Ensures that Food and Beverage Departments respond to the results of the Hotel IQ and to ensure that the relevant changes are implemented. · Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. · Ensures that all employees are up to date with the availability of seasonal and new products on the market. · Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate. Main Duties: Administration · Ensures that the Food and Beverage activities at Penthouse Bar + Grill are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. · Oversees the preparation and update of individual Departmental Operations Manuals. · Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary. · Ensures the smooth operation of Penthouse Bar + grill in the absence of the Penthouse General Manager. Customer Service · Ensures that all employees deliver the brand promise and provide exceptional guest service at all times. · Ensures that employees also provide excellent service to internal customers in other departments as appropriate. · Spends time in public areas observing employee-guest interaction and talking with guests, works through Heads of Department to coach employees in guest service skills as necessary. · Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. · Maintains positive guest and colleague interactions with good working relationships. Financial · Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. · Ensures that Penthouse Grill is operated in line with maximizing profit while delivering on the brand promise. · Ensures that each cost center (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest. · Assists in the preparation of the Annual Business Plan for Food and Beverage with a focus in Penthouse Grill. · Assists in the monthly reforecasting for Penthouse Grill. · Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate. · Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to. · Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. Marketing · Assists in the preparation, utilization and update of the Annual Marketing Plan · Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that Penthouse Bar + grill operations remain competitive and cutting edge. · Encourages Penthouse Bar + Grill team to look for Marketing and Public Relations opportunities to increase awareness and ultimately business. Operational · Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. · Monitors all operations, especially during peak business periods, working through the respective asst. managers and specialist to make adjustments where necessary. · Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented. · Ensures that Food and Beverage Departments respond to the results of the Hotel IQ and to ensure that the relevant changes are implemented. · Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. · Ensures that all employees are up to date with the availability of seasonal and new products on the market. · Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate. Core Skills · Produces Quality Work The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes · Achieves Results The ability to identify priorities, solve problems, produce desired results and be accountable for commitments · Promotes Teamwork and Collaboration The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives. · Communicates Effectively The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others. · Shows Initiative and Resourcefulness The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically · Focuses on Customers The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction Core Skills · Produces Quality Work The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt’s standards and processes · Achieves Results The ability to identify priorities, solve problems, produce desired results and be accountable for commitments · Promotes Teamwork and Collaboration The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives. · Communicates Effectively The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others. · Shows Initiative and Resourcefulness The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically · Focuses on Customers The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction