Oversee the service of food and beverages within the outlets and maintain overall responsibility for the kitchen, food preparation and beverage service throughout the outlets.
Report and liaise regularly with your line manage and other Head of Departments regarding departmental performance and ensure they are informed of any relevant information or issues.
Develop and maintain professional relationships with internal and external customers.
Liaise with line manager and other Head of Departments with regards to recruitment needs, training analysis and delivery and employee relations.
Receive and respond to all customer feedback and complaints including check customer satisfaction regularly, ensuring all guest feedback is dealt with in a professional and efficient manner.
Communicate issues with licensing to your line manager and other Heads of Department as well as keeping up to date with licensing legislation, enforcing legislative and licensing requirements and in-house security policies.
Ensure the Company Health, Hygiene & Safety Policy is always met.
Ensure the outlet is clean and hygienic, making sure cleaning rotas are adhered to and appropriate records kept.
Ensure employee conduct, uniform and personal hygiene requirements are adhered to and inspect grooming and attire of staff;
rectify any deficiencies.
Ensure the outlet is run smoothly daily & are adequately stocked with all necessary goods.
Work with your line manager and other Heads of Department to prepare weekly work schedules in accordance with staffing guidelines and labour forecasts.
Adjust schedules throughout the week to meet the business demands.
Report and where possible act in any incidents of complaint, accident, fire, loss or damage.
Attend company meetings as requested.
Overseeing or liaising with the kitchen
Ensure cash procedures are adhered to and strictly monitored, including preparation and calculation of food and beverage bills and cashing up of tills.
Take responsibility for stock, including ordering, acceptance, and maintenance of stock levels and stock rotation, and return of any sub-standard items.
Review sales and beverage costs for previous day; resolve discrepancies with Accounts. Track actual against budget. Inspect, plan and ensure that all materials and equipment are in complete readiness for service;
rectify deficiencies with respective personnel.
Be familiar with all hotel services / features and local attractions / activities to respond to guest inquiries accurately.
Ensure high standards of service and product quality
Check through function sheet details well in advance of all meetings, functions and events.
Communicate issues internally that needs to be resolved in advance and proactively
Check through all booking details thoroughly with clients upon their arrival.
Ensure all employees and bank workers are compliant with staff handbook guidelines; escalate issues when necessary.
Arrange staff rotas and book bank workers to ensure business needs are met. Deal with staff holiday requests according to guidelines and in line with business needs of the department and company in general.
Supervise and undertake manual handling, heavy lifting and high-level cleaning as required in the meetings, function and events rooms and other areas of the hotels.
Ensure meeting, function and events rooms and other areas of the hotels are set-up, cleaned and maintained to high standards, including maintain housekeeping and stocks as necessary.
Escalate maintenance issues if not repaired promptly.
Ensure that waiting staff follow correct food hygiene procedures.
Ensure AV equipment is prepared for meetings, functions and events; assist client with their use.
Undertake pre-booked or walk-in show-rounds and detail meetings for current and potential bookings.
Ensure compliance with insurance obligations, hotel security, fire safety, health and safety and licensing regulations.
Participate in in-house or external meetings or training sessions when requested
Supervise and assist at hotel restaurants as required. Communicate and cooperate with the restaurant department and restaurants head of department.
Maintain service, product and procedural standards in restaurants.
LEADERSHIP & MANAGEMENT
Provide high quality people and performance management for the outlet for a broad range of duties, including (but not limited to) rota management, payroll, holiday approval, sickness absence, recruitment & selection, training & development, performance management (formal & informal), conflict resolution etc. as required.
Promote a positive attitude and team ethos, including lead by example’, for the department, setting the pace and standards and encouraging mutual respect
Inspire & motivate the team to achieve high standards to achieve sales and profits
Train and develop the team to ensure food & beverage service is to specification, and self and staff co-operate with chefs and other staff and managers to ensure customers’ expectations are exceeded by ensuring service is as smooth and as continuous as possible
Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
Other ad hoc duties in support of the department, hotel and / or the Imperial London Hotel as and when required
Proven experience as a / Food & Beverage / Bar / Café / Restaurant / Hospitality Manager
Proven experience in People Management
Experience in high quality customer service
Experience working within hospitality environments
Food Safety qualification Level 2
Food Hygiene qualification Level 2
Licence / qualification (L2 APLH)
Minimum intermediate level use of MS Office (Word, Excel)
Literate & numerate
Able to communicate in English to CEFR B2 (Intermediate)