Oversee all operational and administrative aspects of the outlets as appropriate and be able to prioritize the required level of engagement depending on business volumes and other related parameters.
Enforce and monitor that all operational standards, as per our policies, SOP and quality measures are in place at all times.
Supervise the maintenance and cleanliness of the outlets at all times and carry out monthly or more frequent walk-throughs with the respective engineering and housekeeping colleagues and follow up accordingly on the produced reports to achieve an immaculate environment.
Work closely with the respective Executive Chef to plan menus, prices and promotional events for the area in order to maximize revenue generating opportunities in line with market demands.
Ensure that reservations are managed well within the outlet and seating capacities are effectively maximized.
Constantly identify areas for improvement in service and food and beverage quality by reviewing various service quality audit reports, guest comment cards and guest incident reports, and formulate action plans accordingly, also in cooperation with the Executive Chef.
Observe all aspects of the business forecasts and plan effectively to make most efficient arrangements for manpower, equipment and supplies accordingly.
Ensure accuracy of all menus: current, spelled correctly, clean and presentable and ascertain menu descriptions are up to date and distributed appropriately.
Maintain solid records of all Annual Leave and Public Holiday clearance and assure none are accumulated within the outlet.
Plan and execute special promotional activities for the outlet and plan for festive season events related to the outlet.
Attend and participate in all required meetings as scheduled.
The Food and Beverage Manager must be fully conversant with the local laws and customs regarding the serving of alcohol and in particular the variations regarding the license under which his/her Outlets operates. He must also ensure that all staff under his/ her leadership are aware of these laws and license requirements and practice responsible service of alcohol.
Financial and administrative aspects:
Maintain a clear overview of all POS - point of sales related set ups and carry out regular check on accuracy of all items.
Monitor the monthly P&L and carry out regular detailed analysis of outlet related financial information.
Follow all procedures, policies and practices with regards to the Company accounting related requirements for F&B outlets.
Observe the competition, current market and international trends, prices with the market and other new ideas and react accordingly.
Provide leadership, direction and support to all Outlets colleagues at any time.
Train, evaluate and schedule all colleagues in accordance with the applicable standards, policies and as per the overall business requirements.
Ensure that MOHG’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
Prepare a weekly roster to schedule all colleagues effectively to maintain the service standards of Mandarin Oriental, Santiago while operating within budgeted labour cost guidelines and headcounts, depending on the business volume.
Conduct counselling and disciplinary action as appropriate in accordance with Mandarin Oriental, Santiago procedures.
Encourage proactive, efficient and effective inter-departmental communication within and beyond the F&B division in order to promote a climate of teamwork and enthusiasm.
Personally monitor and follow through on any requirements of VIP guests who are dining in the outlets.
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 outlets.
Handle effectively any kind of customer complaints being verbal or written.
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