Organization- Park Hyatt Niseko

Summary

Assists the Outlet Manager in ensuring that the outlet is managed efficiently according to the established concept statement, providing courteous, professional, efficient and flexible service at all times

Main Duties

Administration

・Assists to ensure that the Food and Beverage activities 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.

Customer Service

・Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.

・Ensures that associates also provide excellent service to internal customers in other departments as appropriate.

・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.

・Establishes a rapport with guests maintaining good customer relationships.

・Personally and frequently verifies that guests are receiving the best possible service.

・Spends time in Outlet (during service periods) to ensure that it is managed well by the respective associates and functions to the fullest expectations.

Financial

・Maximises associate 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.

Financial (continued)

・Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

・Ensures that Outlet is operated in line with maximising profit while delivering on the brand promise.

・Achieves the monthly and annual personal target and Outlet's revenue.

・Assists in the preparation of the Annual Business Plan for Food and Beverage.

・Assists in the monthly reforecasting, involves 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, including the timely and accurate reporting of financial information

・Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

・Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.

・Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

・Ensure Overtime is closely monitored on a monthly basis, keeping it within the legal parameters

Marketing

・Prepares with the Outlet team, a yearly marketing plan which is the basis of the Food and Beverage Annual Marketing Plan.

・Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel's operations remain competitive and cutting edge.

・Continuously seeks Marketing and Public Relations opportunities to increase awareness and ultimately business.

・Maintains the Outlet and F&B guest history data base, ensuring ongoing collection and updating of guest information.

Operational

・Ensures that minimum brand standards have been implemented.

・Ensures that all Touches of Hyatt and the Food and Beverage Fundamentals (previously F&B Top 20) are implemented.

・Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

・Works closely with other Outlet Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Operational (continued)

・Clears and resets tables, performs function of cashier as required.

・Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".

・Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.

・Monitors service and food and beverage standards in Outlet. Works with the Assistant Managers, Executive Sous Chef and Chef de Cuisines to take corrective actions where necessary.

・Conducts frequent and thorough inspections together with the Executive Sous Chef, of the Food and Beverage Operation.

・Frequently verifies that only fresh products are used in food and beverage preparation.

・Assists the Executive Chef/Executive Sous Chefs with creative suggestions and ideas.

・Conducts monthly inventory checks on all operating equipment and supplies.

・Liaises with the Kitchen and Beverage Department on daily operations and quality control.

・Has a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.

・Ensures that Outlet is kept clean and organised, both at the front as well as the back of house.

・Liaises and organises with Housekeeping Department that the established cleaning schedules are strictly adhered to.

・Is fully conversant with all aspects of the Micros & ResPAK system.

Personnel

・Assists in the recruitment and selection of Outlet associates, following Park Hyatt Niseko guidelines and using a competency-based approach to selecting associates.

・Oversees the punctuality and appearance of all Food and Beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

・Maximises the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

・Conducts annual Performance Development Discussions with associates and to support them in their professional development goals.

・Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.

・Communicates with the Training Academy on a regular basis to assist in the creating, planning and implementation of effective training programs.

・Performs regular service tests to ensure all tasks are being completed to the Training Academy standard.

Personnel (continued)

・Conducts and ensures effective training programs for associates in coordination with the Training Academy.

・Oversees the preparation and posting of weekly work schedules, making sure that they reflect business needs and other key performance indicators.

・Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

・Supports the implementation of Hyatt's Purpose, demonstrating and reinforcing Hyatt's Values and Culture Characteristics, delivering care to both guests and associates

・Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.

・Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

・Feeds back the results of the Associate Opinion Survey and ensures that the relevant changes are implemented.

Other Duties

・Is knowledgeable in statutory legislation in associate and industrial relations.

・Exercises responsible management and behaviour at all times and positively representing Park Hyatt Niseko Management and Hyatt International.

・Understands and strictly adheres to Rules and Regulations established in the Associate Handbook and the hotel's policies concerning fire, hygiene, health and safety.

・Ensures high standards of personal presentation and grooming.

・Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations.

・Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

・Attends training sessions and meetings as and when required.

・Carries out any other reasonable duties and responsibilities as assigned.

Qualifications

Ideally with a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience hotel operations.
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