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Responsible for overseeing a smooth operation of the entire Norma’s, room service, pools and lounge. Responsibilities include ensuring guest and employee satisfaction while maintaining the operating budget. Accountable to ensure standards and legal obligations are followed.
Essential Functions and Responsibilities
- Assist in managing and ensuring the proper operation of Norma’s, room service, lounge and banquets.
- Assist in hiring, training, evaluating, motivating and coaching all front of the house employees following guidelines set by of the Food and Beverage Managers, Restaurant Assistant Manager, General Manager, Human Resources and Topnotch Resort.
- Implement hotel policies and procedures pertaining to the Norma’s, room service, lounge and banquets.
- Assist in proper scheduling of all Norma’s, room service, lounge and banquets employees in accordance with hotel business demands following weekly forecast and budgets (avoiding overtime in scheduling).
- Oversee reservations of ala carte, special events and catering.
- Instill serving standards, proper sequence of service and table sets along with monitoring guest service with table touch’s and guest comment cards and handling of guest complaints for improvements.
- Assist in seating or service of guests as necessary.
- Inform Food and Beverage Managers of any tools/stock which need to be ordered, maintaining proper pars in all areas from china, glass and flatware to liquor, beer, wine, water and food.
- Ensure all equipment for the restaurant is maintained and stored properly.
- Possess in-depth knowledge of all positions supervised and have the ability to fill in any of those roles as business dictates.
- Maintain high level of sanitation as prescribed by the Vermont Health Department and company standards.
- Assist and implement promotional programs on an ongoing basis along with employee incentives for up selling.
- Perform inventory of perishable goods, non-perishable dry goods and capital goods.
- Monitor inventory to ensure that stock is rotated properly to avoid loss due to spoilage and ensure reusable items are returned to stock. Follow guidelines on budgeted product.
- Assist in all departmental and organizational meetings.
- Responsible for labor cost and restaurant food & beverage cost as it pertains to budget and make decisions around adequate staffing level, comp’ing and other variable expenses with the responsibility to the food and beverage budget in mind.
- Coordinate restaurant operations with the restaurant manger, chef and F&B director, other hotel managers and outside vendors.
- Write and file MOD reports regarding activities.
- Maintain complete knowledge of all liquor brands, beers and non-alcoholic selections available
- Maintain complete knowledge of the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
- Maintain complete knowledge of designated glassware and garnishes for drinks.
- Maintain complete knowledge of all menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
- Maintain complete knowledge of guest room layout, locations and room numbers/names.
- Maintain complete knowledge and strictly abide by state liquor regulations, particularly those providing service to minors, intoxicated persons and drunk driving.
- Assist in reviewing and evaluate restaurant employees on a regular basis as designated by hotel policy.
- Oversee handling of cash and credit card transactions accurately and according to accounting standards.
- All other duties as assigned by the restaurant manager, F&B director, general manager or human resources director.
- Support the MetWest Terra Hospitality, Inc.’s environmental commitments by having the knowledge, skills and values to be a leader in the global goal of “greening” the hospitality industry.
- Watch for safety hazards and report them immediately to your Department Supervisor.
- Work efficiently in a spirit of cooperation.
- Knowledge of hotel layout and amenities, and have the ability to offer information and promotion about them to our guests.
- Knowledge of the Stowe area, points of interest and local events.
- Observe all safety procedures during the execution of assigned duties.
- Properly handle all equipment and supplies (i.e. china, crystal and silver).
- Dress appropriately for a manager. Nametag must be worn at all times.
- Report to Food & Beverage Manager and/or Assistant Restaurant Manager before ending work shift.
- Complete tasks with a focus on efficiency and with a sense of urgency
- Uses eye contact, has a warm manner and smiles
- Vigilant to all guest needs regardless of whether or not they fall under your primary functions
- Uses sound judgment to determine the need for privacy, security, discretion and confidentiality
Nonessential Skills and Experience
- Training as a Sommelier
- Experience and training in Aloha, OpenTable, Host, SpaSoft, Excel, Word and Publisher
- Familiarity with the Stowe community
- Culinary training
Success Factors / Job Competencies
- Must have strong communication skills
- Must have the ability to succeed and stay level headed under busy and demanding conditions
- Must have strong organizational skills with the ability to triage, multi-task and prioritize the needs of the guests at any moment
- Ability to make sound, quick decisions
- Ability to maintain professional demeanor at all times
MATH SKILLS: requires mathematical development sufficient to be able to apply fractions, percentages, ration and proportion.
LANGUAGE SKILLS: Must have developed English language skills to the point to be able to communicate effectively (both written and orally) with other employees, guests or vendors as needed. Must be able to read and comprehend written information.
DATA: Coordination: determination of time, place and sequence of operations or actions to be taken on the basis of analysis of data, as well as executing determination and/or reporting events.
PEOPLE: Supervising: Determining or interpreting work procedures for a group of workers, assigning specific duties to them while maintaining harmonious relations among them and promoting efficiency. A variety of responsibilities in involved in this function.
Hold or able to gain Vermont Department of Liquor Control Certification.
Must have a high school diploma or equivalent required. Related degree or certificate preferred.
- Strong sense of teamwork
- Strong spatial awareness aptitudes
- Good sense of humor
- Ability to converse easily with a wide variety of personalities
- 3 year of management experience in a high volume restaurant or hotel restaurant operation, previous cooking experience helpful.
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.
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