Service Operations Manager

Roles and responsibilities

We are currently seeking for ambitious, dynamic, self motivated Food & Beverage professionals who assist to organize and direct a team that develops top quality of food & beverage products, with prompt, accurate and personalized service.

As a Operations Manager i/c Culinary & Service you are responsible to manage the assigned bar / night club to achieve customer satisfaction and quality service while meeting / exceeding financial goals and your role will include key responsibilities such as-

• Prepare schedules for all employees according to the forecast and within the limits of the staffing guide to ensure adequate manpower at all times
• Conduct regular training sessions with the assigned team in line with the departmental SOP’s
• Evaluate the performance of the assigned team and initiate internal development and promotions
• Responsible for the timely set up of the assigned Food & Beverage outlet, according to the meal settings and in line with the opening hours
• Handle the welcome and seating of arriving guests with the assistance of the Hostess
• Maintain a professional and friendly relationship with the outlet patrons
• Establish and update the outlet’s database of regular guests
• Tour the outlet and all related areas frequently, ensuring the highest possible cleanliness and maintenance standards
• Be actively involved in the outlets promotional activities
• Supervise the Outlet Kitchen in the preparation and presentation of all food items in accordance with the hotel’s SOPs and standardized menu guidelines
• Monitor regular standards of production to ensure highest level of quality
• Monitor all aspects pertaining to the control of the hotel’s food cost
• Participate in the drafting of concept ideas and menus for all special events and functions while encouraging all employees to put forward their ideas and utilizing them wherever practical
• Ensure HACCP standards are implemented and follow the appropriate hygiene standards as per Municipality requirements at all times
• Ensure consistent on the job training session for culinary colleagues and promote health and safety
• Approve requisitions for beverages, condiments, general supplies and guest supplies, taking into consideration established stocks
  

Skills

Education, Qualifications & Experiences

You should be a college / university degree graduate with a minimum of two years experiences in a similar role. You must be a computer literate with effective communication skills and an excellent command of written and spoken English.

Knowledge & Competencies

The ideal candidate will be a trendy, outgoing and easy approachable professional with a solid beverage background and the passion for quality and excellence. You will be creative and eager to share your desire to achieve highest quality service standards with guests and team members with a wide knowledge of today’s competitive market and you should possess following competencies-

Understanding Hotel Operations

Effective Communication

Planning for Business

Desired candidate profile

Key Responsibilities

1. Overseeing Daily Operations:

   • Manage and supervise daily operations across multiple departments (e.g., front desk, housekeeping, food and beverage, maintenance, guest services).
   • Ensure high standards of service and quality are maintained throughout the guest experience.
   • Monitor operations and make necessary adjustments to improve efficiency, customer satisfaction, and operational performance.

2. Staff Management:

   • Oversee the recruitment, training, and development of staff members across various departments.
   • Provide leadership, guidance, and motivation to the team, ensuring they understand their roles and responsibilities.
   • Conduct performance appraisals, provide feedback, and address any issues related to team performance.
   • Organize and lead staff meetings to ensure that all team members are aligned with the company’s objectives and standards.

3. Customer Service Excellence:

   • Ensure that customers receive exceptional service and that their needs and expectations are consistently met or exceeded.
   • Address guest complaints, resolve issues quickly, and ensure that customers leave with a positive impression of the business.
   • Implement service standards and ensure that all employees are trained to deliver consistent service.

4. Budgeting and Financial Management:

   • Monitor and control operational costs to ensure the business stays within budget.
   • Assist in preparing and managing budgets for various departments, ensuring effective cost management and resource allocation.
   • Review financial reports and performance metrics to identify areas for improvement or opportunities for cost savings.
   • Maximize revenue generation opportunities, such as upselling services, events, and room bookings.

5. Process Optimization:

   • Analyze current operational processes to identify inefficiencies and implement improvements.
   • Develop and implement operational procedures that enhance productivity, reduce waste, and improve the guest experience.
   • Monitor the performance of equipment, systems, and technology to ensure everything is functioning correctly.