MANAGER - ROOM SERVICE

Hard Rock Cafe

New York, NY

Expired: January 03, 2023 Applications are no longer accepted.

Full-Time

Overview

The Food & Beverage (F&B) Manager oversees aspects of managing the Food & Beverage areas (In Room Dining, restaurant outlets, retail/coffee shop spaces, banquet and event spaces, etc.) This position is the outlet leader who helps the property achieve its goals by being an advocate, change leader, and champion for inspiring achievement in the department. The F&B Manager must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This person must create an exceptional climate of professional and personable service that ensures the long term engagement of employees, guests, and owners. The F&B Manager must project Hard Rock's high standards of service and professional hospitality at all times to ensure guests are provided with an authentic experience that rocks.

Responsibilities

Lead, direct, and manage all department operations. Maintain regular presence throughout the department.
Establish and maintain accurate inventory records. Participate in periodic department inventories. Recommend appropriate actions based on results of inventory reporting.
Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
Monitor performance of the IRD, banquet, catering, and restaurant team through verification and analysis or senior leadership satisfaction, mystery shop and quality audits. Initiate corrective action in a timely manner.
Ensure the proper handling, maintenance, storage, and security of all department equipment.
Work closely with the audio/visual team to ensure client needs and expectations are met.
Ensure quality and timeliness of work performed by contracted vendors.
Ensure compliance with all applicable laws and regulations.
Prepare and execute business plans to ensure the maximization of department performance.
Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability.
Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
Attract and select the best talent available from inside or outside the organization.
Develop and implement strategies to retain staff.
Train, coach, and counsel supervisors and employees to achieve their career goals and maximize their potential. Monitor and evaluate staff performance and deliver recognition and rewards.
Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
Ensure all staff have food safety, sanitation, and responsible alcohol service certifications required by law.
Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
Participate in and ensure Sound Checks are being conducted in department.
Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
Resolve guest complaints and implement changes to prevent future issues.
Resolve guest and client complaints and implement changes to prevent future issues.
Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
Maintain presence in property during peak business periods.
Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
Maintain effective relationships with guests.
Develop positive relationships within the business and social community.
Promote the organization in and out of industry and at relevant trade associations.
Present a professional image to employees, guests, clients, owners, and investors.
Coordinate ongoing industry research to detect market trends and related information for development of new strategies and/or concepts/services. Implement new products/services accordingly and develop analysis of return on investment.
Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
Maintain confidentiality of guest, employee, and company information.
Accomplish F&B objectives by contributing to strategic planning processes with senior leadership.
Work with the senior leadership to develop and implement project plans and priorities that support the current and future direction of Hard Rock.
Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables to ensure guests receive amplified service.
Develop, implement and evaluate training and performance management program.
Train, supervise, coach, and counsel staff. Participate in the induction of new staff members to Hard Rock culture.
Conduct meetings with staff to communicate incentive programs, implement new products and procedures, and discuss areas of opportunities, special events, etc.
Respond and seek resolutions to all guest concerns: live, by phone and email.
Work with Shipping and Receiving to manage inventory and the flow of goods.
Conduct regular inventories, manage controls and ensure achievement of food & beverage cost margins established in budget.
Maintain information on menus, prices, food and drink recipes, etc.
Ensure accuracy and completion of all required reporting.
Review and develop Guest history records to enhance personalized service for repeat Guests.
Ensure control of all hard keys and electronic keys required to operate the department.
Monitor cash handling, credit card totals and deposit slips to ensure accuracy of collections.
Inspect product levels and storage areas to determine if enough supply is on hand.

This job description reflects the position's essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

5+ years' experience in hospitality food & beverage management, including 3 years in a leadership role.
Experience working in a NYC Union environment or similar setting. Specifically, is both proficient in and working with the current edition of NYC CBA / IWA.
Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

SKILLS

High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
Strong communication and listening skills and excellent speaking, reading, and writing ability.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
Ability to perform complex quantitative calculations or reasoning.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
Ability to make repeating movements of the arms, hands, and wrists.
Ability to express or exchange ideas verbally and perceive sound by ear.
Ability to obtain impressions through the eyes.
Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
Ability to turn or twist body parts in a circular motion.
Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
Ability to operate potentially hazardous equipment.

ADDITIONAL REQUIREMENTS

Deep understanding of lifestyle hotels and premium dining products and services.
Passion for music and knowledge of music trends preferred.
Self-starter with an entrepreneurial spirit and strong organizational skills
Must meet legal requirements for any required licensing.
Ability to work evenings, weekends, and holidays, as needed.
Staff marketing requirement tracking and reconciliation of marketing incentives/goals