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JOB SUMMARY

Areas of responsibility include Restaurants/Bars and Room Service, if applicable. Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.

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

Managing Day-to-Day Operations

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Maintains service and sanitation standards in restaurant, bar/lounge and room service areas.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Leading Food and Beverage Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Ensures and maintains the productivity level of employees.
• Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.
• Ensures compliance with all applicable laws and regulations.
• Ensures compliance with food handling and sanitation standards.
• Ensures staff understands local, state and Federal liquor laws.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Establishes guidelines so employees understand expectations and parameters.
• Monitors alcohol beverage service in compliance with local laws.
• Ensuring Exceptional Customer Service
• 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.
• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Empowers employees to provide excellent customer service.
• Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.

Handles guest problems and complaints.

• Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• Ensures corrective action is taken to continuously improve service results.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).
• Managing and Conducting Human Resource Activities
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.
• Ensures employees are treated fairly and equitably. Strives to improve employee retention.
• Ensures employees receive on-going training to understand guest expectations.
• Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Strives to improve service performance.
• Ensures recognition is taking place across areas of responsibility.

 Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Assists servers and hosts on the floor during meal periods and high demand times.
• Recognizes good quality products and presentations.
• Supervises daily shift operations in absence of Assistant Restaurant Manager.
• Oversees the financial aspects of the department including purchasing and payment of invoices.

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Job Number: 22142850
Location: Ikeja, Lagos
Brand: Protea Hotel 
Position Type: Management
Job Category: Rooms & Guest Services Operations

Job Summary
Operations Manager:

• Assists the General Manager in all aspects of Food & Beverage and Rooms Operations including guest and employee satisfaction. 
• Assists the General Manager in the implementation of property-wide brand strategy initiatives.

Core Work Activities
Managing Food and Beverage and Rooms Operations:

• Conducts quarterly Food & Beverage audits in accordance with SOPs to ensure the Food & Beverage budget meets targets; reviews results with the General Manager and taking corrective action as necessary.
• Coordinates all Food & Beverage functions and communication.
• Conducts quarterly Rooms Operations audits in accordance with SOPs to ensure the Rooms Operations budget meets targets; reviews results with the General Manager and taking corrective action as necessary.

Managing Property Operations and Department Budgets:

• Conducts walk-through to confirm the building is well maintained and guest areas have an atmosphere that meets or exceeds expectations.
• Motivates team to achieve operational excellence; encouraging calculated risk-taking.
• Maintains profit margins without compromising guest or employee satisfaction.
• Maintains the property as a safe and secure facility for guests and employees.

Managing the Guest Experience:

• Fosters employee commitment to providing excellent service, hosts/participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Attends pre- and post-convention meetings to establish relationship with customer, understands group needs, sets and manages expectations.
• Incorporates guest satisfaction as a component of staff/operations meetings.
• Reviews guest satisfaction results and other data to identify areas of improvement; takes corrective action as appropriate.

Supporting the Sales and Marketing Strategy:

• Assists in building relationships with local civic leaders, community and business organizations to further increase brand/product awareness.
• Advises brand and regional team of growth opportunities.
• Participates in sales calls, local events and site visits with members of the sales team to acquire business.
• Assists the General Manager in researching and analyzing new products, pricing and services of competition.

Managing and Conducting Human Resources Activities:

• Works with the General Manager to develop a schedule that guarantees one of them will be on property during peak times.
• Hires department managers who demonstrate strong functional expertise, creativity and entrepreneurial leadership.
• Sets goals and expectations for direct reports using the annual performance review process and holds staff accountable for successful performance.
• Coaches by providing specific feedback to improve employee performance.
• Establishes and maintains open, collaborative relationships with the leadership team, and ensuring direct reports do the same for their teams.
• Assists in coordinating the development and communication of emergency procedures.
• Celebrates successes and publicly recognizes the contributions of employees.
• Demonstrates Knowledge of all management contract requirements for the property and ensures compliance with contract and reporting requirements.
• Working with the General Manager to ensure all shifts are covered by the appropriate management or supervisors.
• Provides support for operational functions as needed to meet business needs.

Candidate Profile
Education and Experience:

• A 2-year Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 5 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year Bachelor's Degree in Business Administration, Hotel and Restaurant Management, or related major; 5 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area