Assistant Manager - Guest Service

Prime Function:

• To supervise Restaurant, In Room Dining and Banquet halls to achieve guest satisfaction and organizational profitability through effective utilization of all resources.
• Assist the General Manager and the Head Chef with the development of new menus and prices.
• Continuously delight the customers by offering trend setting and innovative products and services.
• Ensure to assist the head Chef to supervise and control all outlets in the hotel as per the required standards and also within agreed budgetary limits and parameters of the law.
• Any matter which may effect the interests of hotel should be brought to the attention of the Management.

Key Responsibilities:

Food & Beverage Planning

•  Assist the Head Chef to plan, forecast and budget the revenues and costs for department.
•  Ensure that the company and statutory hygiene standards are maintained in all areas of the department.
•  Assist the General Manager to develop guest loyalty and retention programmes.
•  Ensure to be fully conversant with all statutory requirements regarding food and beverage operations.

People Management

•  Ensure that the team offers professional and courteous service to the guests as per the standards.
•  Ensure that the team has been trained for all safety provisions.
• Motivate and develop staff to ensure smooth functioning of the department and promote teamwork.
• Establish and maintain seamless co-ordination & co-operation with all departments of Ibis to ensure maximum cooperation, productivity, and guest service.
• Achieve guest satisfaction and organizational profitability through effective utilization of all resources.

Financial Management

•  Assist the Head Chef to ensure that profit margins are maintained, agreed costs are not exceeded through effective control systems.
•  Prepare and submit in the required format all information necessary for budgeting timeously and accurately.
•  Insure that all expenses: food cost, beverage cost, labour cost and other expenses are within budgetary limits

Operational Management

• To selection of condiments, linens and decors used within department and also with the development of quality control procedures and assure such procedures are followed.
• Co-ordinate work assignments, departmental planning, and scheduling between General Manager and the Departmental Heads.
• Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
• To provide cost effective and customer focused Food and Beverage service.
• Ensure that the standards of food and beverage meet/exceed expectations.
• Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
• To ensure that room service orders are executed promptly and that they comply with the required standards.

Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness;

• Ability to accept responsibility;
• Self confidence, motivation, drive and tenacity;
• Ability to enhance organizational performance;
• Ability to clearly delegate tasks and responsibilities;
• Ability to think strategically, inductively, and creatively;
• And the propensity to recognize and acknowledge other peoples’ ideas

• Proven experience in guest services or hospitality industry, preferably in a supervisory role
• Strong understanding of hotel operations especially in Food & Beverage Service
• Excellent customer service skills with a focus on guest satisfaction
• Demonstrated leadership abilities and experience in training and developing team members
• Strong problem-solving skills and ability to handle guest complaints effectively
• Excellent communication and interpersonal skills
• Ability to multitask and work efficiently in a fast-paced environment
• Detail-oriented with strong organizational skills
• Flexibility to work varying shifts, including weekends and holidays
• Knowledge of health and safety regulations in the hospitality industry