FB Supervisor

Roles and responsibilities

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental Jumeira has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.
• Follow the principle of the 5Ps ‘Proper Planning Prevents Poor Performance’ at all times and for all activities.
• Act as a hotel “ambassador” at all times.
• Have a very good understanding of the outlet’s concept and food and beverage offerings and be able to verbally explain those to guests and to train colleagues on them.
• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally involving himself in all required aspects of the sequence of service.
• Maintain a great synergy between all outlets within Food & Beverage as well as the Hotel overall to assure maximum efficiency.
• Ensure the timely delivery of all amenities as per standards.
• Provide direction and support to all outlet colleagues at any time, particularly during the operational hours.
• Support the Restaurant/ Outlet Manager when required to train colleagues in accordance with the applicable standards and policies.
• Follow his/her side duty schedule and assure all tasks are completed at all times in a timely manner.
• Assure the back and front of house areas in the outlet are clean and tidy at all times.
• Constantly identify areas for improvement in service and food and beverage quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Outlet Manager.
• Encourage proactive, efficient and effective communication within the outlet in order to promote a climate of teamwork and enthusiasm.
• Ensure that Mandarin Oriental Jumeira’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
• Identify departmental learning and development needs for all colleagues of the restaurants and share those with the Outlet Manager.
• Supervise and coordinate that all outlet equipment and utensils are kept in good conditions by proper day to day handling of all applicable utensils and by assuring that side duties are carried out as assigned.
• Checking in advance on manning levels and other parameters affecting shifts on a daily basis.
• Support the Restaurant/ Outlet Manager to maintain a clear overview of all POS- point of sales, by carrying out regular checks on accuracy of all items.
• Ensure proper presentation of all menus: current, clean and presentable.
• To maintain and organize appropriate stock levels and ensure sufficient inventory for daily usage. Following up with daily and weekly requisitions as requested by the restaurant manager.
• Verify colleagues clock in and clock out records and maintain the attendance system on a daily basis.

Desired candidate profile

• To ensure cashiering is carried out properly by the team and daily cash and credit collections are in order and submitted to accounting after end of shift.
• To perform and check all duties related to restaurant opening and closing check list.
• Assist the hostess with floor plan and follow up with any guest enquires.
• Handle effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.
• Assist colleagues in ensuring general table maintenance throughout the service.
• Ensure team product knowledge is maintained, updated and regular tested.
• Attend and conduct meetings during absence or unavailability of management team.
• Perform any other reasonable duties as required by the Restaurant/ Outlet Manager or the Assistant Restaurant/ Outlet Manager.
• Assist the management team to carry out training activities of the outlet including, role plays and on the job trainings.
• Inform the management team of any misconduct of colleagues and provide evidence to proceed with a disciplinary action as appropriate in accordance with Mandarin Oriental Jumeira’s procedures.
• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication.
• Be committed to being a team player; proactively cooperating and supporting colleagues and superiors in operational tasks.
• To respond proactively to guest enquiries, ensuring that appropriate action is taken in the absence of the manager in charge.
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• Being fully involved in the service and show strong presence to customers on the floor. Run a station if required.
• Personally monitor and follow through on any requirements of VIP guests who are dining in the restaurants as directed by the restaurant management.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Constantly drive and motivate the team to create specific WOW moments to surprise and delight guests in the restaurants.
• Ability to understand effective approaches of communication with different individuals.
• Able to empower colleagues and communicate clearly with peers, subordinates and superiors.
• Support managers on classroom style training and on the job.