Outlets Manager

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About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Scope of Position:

The Outlets Manager will report directly to the Senior Assistant Food & Beverage Manager and will have the assistance of Floor Manager and Supervisors. The successful candidate will need to be comfortable with busy, high-quality operations, managing multitasks as well as have strong interpersonal skills. Oversees Guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Demonstrates knowledge and proficiency of all applicable Food and Beverage laws and regulations. Acts in a professional manner using the company’s Mission, Vision and Values.

Requirements:

· High school diploma or GED.

· 3 years’ experience in food and beverage management, culinary, or related professional area.

· Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.

· Entrepreneurial thinking and analytical business thinking required.

· Proficient in the English language (verbal & written), second language is an asset.

· Must be able to handle a multitude of tasks in an intense, ever-changing environment.

· Must be flexible in terms of working hours.

· Must be computer literate and analytical.

· Enthusiastic and guest driven.

· Must be able to prioritize, organize and be self-efficient.

· Able to perform under pressure.

Responsibilities:

Developing and Maintaining Budgets

· Manages all financial, employee engagement and guest satisfaction plan and actions for Food and Beverage departments.

· Maintains a positive cost management index for kitchen and restaurant operations.

· Utilizes budgets to understand financial objectives.

Leading Food and Beverage Team

· Manages the Food and Beverage departments (not catering sales).

· Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

· Oversees all restaurant and beverage service operations.

· Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

· Provides excellent customer service to all employees.

· Responds quickly and proactively to employee's concerns.

· Provides a learning atmosphere with a focus on continuous improvement.

· Provides proactive coaching and counselling to team members.

· Encourages and builds mutual trust, respect, and cooperation among team members.

· Monitors and maintains the productivity level of employees.

· Develops specific goals and plans to prioritize, organize, and accomplish work.

· Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.

· Sets clear expectations with the employees and team leaders and verifies that appropriate rewards are given if expectations are exceeded.

· Perform other duties as and when required.

Ensuring Exceptional Customer Service

· Provides excellent customer service.

· Responds quickly and proactively to guest's concerns.

· Understands the brand's service culture.

· Drives alignment of all employees, team leaders and managers to the brand's service culture.

· Sets service expectations for all guests internally and externally.

· Takes ownership of a guest complaint/problem until it is resolved, or it has been addressed by the appropriate manager or employee.

· Verifies all functions are up to standard and exceed guest's expectations.

· 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.

· Serves as a role model to demonstrate appropriate behaviours.

· Manages day-to-day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.

Managing and Conducting Human Resource Activities

· Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

· Conducts performance reviews in a timely manner.

· Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.

· Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.

· Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results.

Additional Responsibilities

· Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

· Analyzes information and evaluates results to choose the best solution and solve problems.

· Ongoing control and enhancement of quality standards and guest service.

· Daily supervision, coordination and direction of the outlet colleagues and leaders, anticipating and ensuring prompt, courteous service.

· Ensuring that Restaurant/Bar maintains a first class and positive visual impact including ambiance, cleanliness, orderliness, décor and service flows.

· Working together with the Culinary Department, to develop new menu ideas and promotions.

· Working with the teams to create new ideas and promotions resulting in increased opportunities for Food & Beverage Sales.

· Working with the kitchen, stewarding and all restaurant leaders to ensure and promote that teamwork is a strong component of the daily service culture.

· Assist with recruiting, staffing and scheduling ensuring an adequate balanced staff and leadership level while maintaining forecasted productivities.

· Ensuring a safe and healthy work environment for all guests and colleagues

· Monitoring and continued development of food & beverage controls.

· Ensuring all training processes are set up and maintained for all leaders and colleagues.

· Reports suspicious people, parcels, and behaviors to Security.

· Ensures adherence to Accor Code of Ethics

EMPLOYMENT EQUITY  

We as a company are committed to diversity and inclusivity. Our Employment Equity Plan and Targets will be considered during the recruitment process. We welcome applications from individuals with disabilities and diverse backgrounds.