Job Description
Critical tasks: Responsible for the management of all aspects of The Dining Room. Maintain or exceed service levels and philosophy set by Ritz-Carlton standards. Work with the culinary team to execute flawless dining experiences for our guests. Will ensure that all dining experiences are quick and efficient and meet set and expected time requirements that have been set to ensure satisfaction. Will ensure that casual dining quality scores for Gallup are above company average and achieve a status of top five. Responsible for financial and quality requirements for The Dining Room. Will meet all forecasted and budgeted obligations within acceptable guidelines. Will communicate all departmental requirements to the food and beverage director and/or appropriate leader. Responsible for maintaining close and cohesive working relationship with the staff of the Ritz-Carlton.
Critical competences:
Ability to ascertain department training needs and provide training in needed areas
Ability to be a clear thinker, analyze and resolve problems, exercise sound judgment
Ability to input and access information into computer
Ability to ensure confidentiality of guest and hotel information
Ability to ensure security of storage room and to access hotel property
Must be a strong recruiter to ensure proper staffing and the finest staff in the local community
Essential job function
Maintain complete knowledge of:
1.1 Daily schedule of group functions, times, locations, amount of people and specific requirements
1.2 Locations of all hotel function space, names of rooms, local suppliers, immediate area directions to all off property sites, detailed information on activities and restaurant knowledge
1.3 Labor Management System
1.4 All department / hotel policies, procedures, and standards
1.5Safety guidelines
Planning and organization for both daily and long range goals and objectives
Retrieve and organize group agendas according to departmental standards. Make note of changes as received from conference services, post in file and communicate to staff.
Must work closely with Culinary Team to ensure effective communication
Review all group resumes and group meeting requirements, organize into chronological order and anticipate opportunities.
Review all changes with Assistant Managers to ensure that staffing levels are adjusted according to outlet needs.
Participate in line-ups to assist in the dissemination of information regarding the set-up and service of each meal period.
Meet with meeting planners / clients on site inspections or in Pre-Con meetings to ensure proper understanding of program needs.
Assist staff with their job function where needed to ensure optimum cleanliness and service standards for guests.
Ensure compliance to state and county liquor control laws
Ensure compliance to local and state health department requirements
Observe guests reactions and confer frequently with staff to ensure guest satisfaction.
Monitor and handle guest complaints by following the instant pacification procedure ensuring guest satisfaction.
Document pertinent information in the departmental logbook.
Complete all paperwork and closing duties in accordance with departmental standards.
Maintain daily checklists in accordance with departmental standards.
Develop staff through progressive training and continuous review
Assist In-Room Dining Staff when business dictates
Attend and participate in all scheduled departmental meetings
To carry out official orders of his/her immediate manager.
Assist Assistant Managers with Coaching and Counseling as well as employee reviews
Daily Payroll edits and record keeping
Assist Food and Beverage Director, Executive Chef and The Dining Room Chef as needed.
To follow all fire and work safety programs and SOP’
At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.
JOB SUMMARY
Position responsible for all the food and beverage operations, which includes all culinary, restaurant, beverage and room service operations. Oversees guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of all applicable food and beverage laws and regulations. Develops and implements business plan for food and beverage.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.
OR
• 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.
CORE WORK ACTIVITIES
Developing and Maintaining Budgets
• Develops and manages all financial, employee engagement and guest satisfaction plans and actions for Food and Beverage departments.
• Maintains a positive cost management index for kitchen and restaurant operations.
• Utilizes budgets to understand financial objectives.
Leading Food and Beverage Team
• Manages the Food and Beverage departments (not catering sales).
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Oversees all culinary, restaurant, beverage and room service operations.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Provides excellent customer service to all employees.
• Responds quickly and proactively to employee's concerns.
• Provides a learning atmosphere with a focus on continuous improvement.
• Provides proactive coaching and counseling to team members.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensures and maintains the productivity level of employees.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Sets clear expectations with the employees and team leaders and ensures that appropriate rewards are given if expectations are exceeded.
Ensuring Exceptional Customer Service
• Provides excellent customer service.
• Responds quickly and proactively to guest's concerns.
• Understands the brand's service culture.
• Ensures that all employees, team leaders and managers understand the brand's service culture.
• Sets service expectations for all guests internally and externally.
• Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.
• Ensures all banquet functions are up to standard and exceed guest's expectations.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Managing and Conducting Human Resource Activities
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Conducts performance reviews in a timely manner.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
• Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results.
Additional Responsibilities
• Complies with all corporate accounting procedures.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Ensures effective departmental communication and information systems through logs, department meetings and property meetings.
The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.