Service Manager (Asst. F&B Manager)

SUMMARY:
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POSITION INFO:

SUMMARY

Village N Life is a hospitality management company comprising various hotels, serviced places and hospitality solutions in the Western Cape.

Our hotel in Camps Bay seeks an experienced Service Manager to join our dynamic team.

Service Manager responsibilities include maintaining the restaurant’s revenue, profitability and quality goals. You will ensure efficient restaurant operation, as well as maintain high production, productivity, quality, and customer-service standards.

MINIMUM REQUIREMENTS

QUALIFICATION:

• Grade 12 or equivalent
• Accommodation Certificate/Hotel School diploma is advantageous.

EXPERIENCE:

• Previous experience in the same or similar position in a 4/5-star hotel
• Familiar with all duties and procedures in a restaurant Environment
• MS Office (Word, Excel and Email) is essential
• Opera experience is advantageous

Competencies

Communication:

• Verbal Communication
• Comprehension

Cognition/Thinking:

• Decision Making and Judgement
• Problem Solving

Interaction with Others:

• Influencing Others
• Relationship Building

Personal Effectiveness:

• Adaptability and Flexibility
• Attention to Detail/Quality
• Results Focus and Initiative

Management/Leadership:

• Coaching and Mentoring
• Fiscal Accountability

DUTIES AND RESPONSIBILITIES

Service Levels

• Ensure service levels are maintained and sustained in the Restaurant and Front Office.
• Manage Dining room, catering and ensure that tables are always setup correctly.
• Communicate with service, kitchen staff and reception staff regarding reservations and special events, check-ins and check-outs.
• Ensure staff training is updated and signed for and that all evidence is in each staff members personnel file.
• Coordinate daily Front of the House and Back of the House restaurant operations
• Respond efficiently and accurately to customer complaints
• Organize and supervise shifts
• Appraise staff performance and provide feedback to improve productivity
• Ensure compliance with sanitation and safety regulations
• Control operational costs and identify measures to cut waste
• Implement policies and protocols that will maintain future restaurant operations
• Process payroll and maintain all relevant records
• Ensure all employees are working within outlined operating standards
• Report on financial performance, inventory, and personnel

Aesthetics

• Maintain the Aesthetics Manual for food and beverage.

Facilities

• Maintain the Facilities Management Manual for food and beverage.

Administration

• Producing management reports as required.
• Sign off monthly income statements.
• Be familiar with guests staying at the hotel and walk-in cliental.
• Maintain the F&B staff HR files and other HR related matters as below.
• Maintain the events store for the property.

Marketing and Sales

• Inform and enquire if guests are part of the VNL Leisure Club.
• Recognise guests who regularly visit the bar/restaurant.
• Upsell F&B, accommodation and tourism services.
• Inform guests of current specials and upcoming events.
• Ensure that food and beverage staff are aware of specials and upcoming events.

Human Resources

• Schedule staff hours and assign duties for staff by drawing up the weekly roster.
• Ensure that all staff work the minimum number of contractual hours per month.
• Establish standards for personal performance and customer service.
• Assist in recruitment of staff within agreed man-plan.
• Training and testing of staff.
• Maintain dress code standards.
• Assist in conducting performance appraisals/HR Statuses.
• Progressive and constructive discipline in conjunction with HR.
• Maintain staff files.

Financial

• Ensure quality and concepts are implemented and maintained.
• Ensure stock control system is maintained.
• Daily beverage counts and variance reports to be signed off.
• Keep track of monthly and annual budgets to assist in making targets.
• Signing off staff hours and payroll adjustments where necessary

Management

• Do Duty Manager shifts where you would be representing the company as “the most senior person on property.”
• Take ownership of budgets and cost control methods to minimize expenses

• Leading front-of-house and back-of-house teams
• Sign off weekly and monthly stock takes
• Gratuity control and allocation
• Hiring and onboarding new employees
• Implement innovative strategies to improve productivity and sales

• Run all special events alongside events manager
• Ensure that all SOPs and policies are adhered to on property.
• Micros day and reports and account balancing
• Responsible for all guests’ needs as requested.
• Meet their needs and think of what they might want before they even ask for it.
• Present the bill to guests upon request or the conclusion of their meal.
• Ensure to give every guest a “guest bill” once payment has been finalised.
• Ensure that your bills processed for the shift corresponds with your received money at the end of every shift.
• Training all staff on service standards and upkeep thereof
• Promoting and marketing the business
• Liaising with customers, employees, suppliers, licensing authorities and sales representatives