In Room Dining & Pool Operations Manager

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Under the direct supervision of the Assistant Director of Food & Beverage is responsible for the management of all aspects of In-Room Dining and seasonal Pool operations functions, in accordance with hotel standards. The Food & Beverage Manager directs, assists, implements, and maintains a service and management philosophy of exceptional guest service.

Essential Duties and Responsibilities –(Key Activities)

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Provide exceptional service and ensure guest satisfaction with dining experiences.
• Manage a team of food and beverage professionals ensuring brand standards and required sequence of service components are executed with precision.
• Maintain complete knowledge of:
  • All liquor brands, beers and non-alcoholic selections available in IRD
  • The particular characteristics and description of every wine/champagne by the glass and major wines on the wine list.
  • Designated glassware and garnishes for drinks.
  • All menu items, preparation method/time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
  • Daily menu specials, 86'd items.
  • Dining room and Pool layout, table/seat/station numbers, proper table set-ups, room and area capacity, hours of operation, price range and dress code.
  • P.O.S. and manual system procedures.
  • Daily house count, arrivals/departures, V.I.P.'s. SAGs
  • Scheduled in-house group activities, locations and times.
  • Correct maintenance and use of equipment.
  • All department policies/service procedures.
  • Forbes, LQA and Rosewood Brand standards
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving.
• Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.
• Ensure compliance with departmental and hotel standards of cleanliness, organization, and guest service.
• Check storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any deficiencies.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items for anticipated business.
• Monitor and maintain cleanliness and working condition of departmental equipment, supplies, and work areas.
• Review sales from the previous day; resolve discrepancies with accounting and track revenue against budget.
• Prepare weekly work schedules according to labor standards and forecasts, adjusting as needed to meet business demands.
• Manage and approve void checks per accounting procedures and assist servers with problem payments, ensuring all cashiering processes follow accounting standards.
• Run system-closing reports and ensure all server checks are closed before signing out.
• Prepare and submit daily/weekly payroll and tip distribution records.
• Contribute proactively to the outlet’s financial success by analyzing profit and loss statements to help drive top-line revenue and control costs.
• Manage guest relations and ensure guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of time or business level. Always promote positive guest relations.
• Be familiar with all hotel services, features, and local attractions to respond accurately to guest inquiries.
• Monitor and handle guest complaints following set procedures to ensure guest satisfaction.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and employees.
• Manage and direct all F&B associates within the department.
• Interview, hire, and onboard all new associates.
• Conduct 30-, 60-, and 90-day reviews, as well as end-of-year performance appraisals.
• Provide performance feedback, handle disciplinary issues, and counsel employees per hotel standards.
• Conduct a daily pre-shift meeting with staff to review all pertinent information for the day's business.
• Attend daily and weekly division and hotel meetings and relay relevant information to the team.
• Inspect grooming and attire of staff and rectify any deficiencies.
• Coordinate proper breaks for staff and ensure staff adhere to schedules, documenting lateness or absences.
• Conduct formal training programs for new hires, and ongoing training with existing staff.
• Monitor staff performance in all service and job functions, ensuring procedures meet departmental standards; rectify deficiencies.
• Assign work and side duties per departmental procedures, communicating changes as needed throughout the shift.
• Check the pick-up station and side stations, ensuring cleanliness, stock, and organization.
• Inspect table setups in all outlets for cleanliness and order, directing personnel to rectify issues.
• Anticipate heavy business times and organize procedures to manage extended wait times.
• Foster a cooperative working climate, promoting productivity and employee morale.
• Create and maintain positive collaboration between outlets, vendors, and corporate/ownership teams.
• Contribute proactively to the outlets’ marketing and programming by creating marketing plans, programming calendars, and holiday offerings.
• Complete maintenance work orders and submit them to Engineering, contacting them directly for urgent repairs (email + KnowCross).
• Inspect, plan, and ensure all materials and equipment are ready for service; rectify deficiencies.
• Lead the planning and execution of any projects as outlined by the Executive Assistant Manager - Food & Beverage.
• Ensure all closing duties for staff are completed before they sign out.
• Document pertinent information in the department logbook.
• Complete all paperwork and closing duties in line with departmental standards.
• Periodically check with the Front Desk for updates on house count and arrivals.
• Work closely with the Food & Beverage Heads of Departments.
• Participate in weekly labor meetings and confidently analyze and discuss labor.
• Assist outlets’ associates and other managers with job functions to ensure optimal guest service.
• All other duties as required.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to hotel procedure.
• Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
• Be fully conversant with:

1. OSHA Regulations
2. Risk Assessments for your department
3. Hotel Fire & Bomb Procedures

Confidentiality

• Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.

Other

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Always be a “brand ambassador” and ensure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission and core values at all times.
• While this is intended to be an accurate reflection of the duties involved in this position, the Company reserves the right to add, remove or alter duties when business need dictates.
• As the hotel’s level of business varies considerably, a degree of flexibility with working hours is required, along with the ability to support other outlets as needed.

Required Skills –

General Skills

Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills

• Thorough understanding of financial reports including labor; ability to effectively direct and manage all facets of the Food & Beverage outlets.
• Demonstrated experience in leading and developing people and the ability to establish rapport and/or influence and gain understanding of others
• Ability to lead a team; flexibility with work schedule
• Ability to enforce hotel's standards, policies and procedures with all kitchen personnel; ability to prioritize, organize and delegate work assignments

• Ability to direct performance of outlets’ associates and follow up with corrections where needed; ability to motivate outlets’ associates and maintain a cohesive team;
• Ability to promote positive work relationships with service personnel and other departments
• Ability to ascertain associates training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines
• Ability to maintain good coordination; ability to transport cases of received goods to the workstations; ability to transport pots and pans of food from storage/prep areas to the serving line; ability to work an 8-12 hour shift, 5-7 days per week noisy and sometimes close conditions
• Ability to work with all products and food ingredients involved; ability to use all senses to ensure quality standards is met; ability to differentiate dates; ability to operate, clean and maintain all equipment required in job functions

Language

Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements

• Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Food & Beverage Outlets- constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Work Management

• Ability to manage multiple tasks
• Can meet deadlines
• Thinks globally

People Management

Creates work environment that:

• Energizes, motivates and supports employees
• Foster a climate of open communication, trust and respect
• Encourages team behaviour
• Effectively communicates with all levels

Other/Attributes

• Passionate and dedicated
• Is patient, yet persistent
• Culturally aware and sensitive

Qualifications –

• Diploma/Some College or an equivalent combination of education and work-related experience.
• Must have current and valid Food Handler’s card and certifications required by the State of Texas and/or Dallas County.

Experience –

• Minimum of 2 years experience in a similar capacity preferred.
• Hotel operational exposure (i.e., F&B) preferred
• Experience with a luxury or ultra-luxury property or brand preferred