Scope of Position:The Director of Outlets is responsible to administer the successful planning, organization, and coordination of all food and beverage activities in their designated outlets, while providing exceptional service. Adherence to established policies, standards and procedures is required at all times in order to achieve high levels of customer satisfaction, quality service, compliance with corporate policies and procedures and local regulations, while meeting/exceeding financial goals.The Director of Outlets will lead a management and service team to the common goal of providing exemplary products and services for the guest, adhering to the brand concept and exceeding the standards of the owner and the brand. In short, the Director of Outlets will lead The Americano team to be the penultimate example of greatness in products and services on the property.The Director of Outlets coordinates with the Brand Team, the Director of Food and Beverage and Hotel Management to achieve improved operations, overcome deficiencies, and institute necessary changes to maintain superior products and services.Requirements:
Four (4) years' free-standing restaurant management experience
Strong food, wine and liquor knowledge
Excellent customer service skills
Clear concise written and verbal communication skills in English; second language is an asset
Fine dining experience preferred
Luxury Hotel experience preferred
High-volume experience preferred
Experience opening a new venue is preferred
A college degree is preferred
Complete knowledge of Micros system or similar P.O.S system
Ability to calculate/analyze data
Basic business math and accounting skills
Attention to detail and strong sense of urgency
Must be proficient in Microsoft Word and Excel, including the ability to create and edit revenue projection models, schedules, and other complex spreadsheets, and to create and edit professional-looking documents in Word, such as menus, signage, and procedural instructions
Responsibility for all opening/closing procedures of shift, including Logbook, pre-meal shift, guest comment card process, and menu engineering
Maintain fast, accurate service, positive guest relations, and ensure products are consistent with company and brand quality standards
Responsibility for maintaining the highest standards of service and ambiance
Supervision of tabletop presentation for meal service
Supervise and direct service
Handle guest complaints in the most diplomatic manner
Ensure food quality and 100% customer satisfaction
Complete menu knowledge (breakfast, lunch, dinner, bar and wine pairing)
Maintaining inventory of equipment, linen and other supplies
Profit & Loss management by following cash control/security procedures manages labor, review financial reports, and takes any appropriate actions
Monitor and control Micros system in appliance to guest checks and hotel report
Monitor speed of service and exercise quality control for both food and beverage
Schedule dining room personnel with forecasted business ensuring that staffing is adequate yet within budgetary goals
Continuous development of industry knowledge and application of developments and trends to stay current while maintaining the highest standards
Maintain safety by adhering to stated safety policies and handling guest and employee accidents
Ensure compliance with the Occupational Safety & Health Act, local health and safety codes, and brand standards, and company safety and security policy
Relate any outlet maintenance needs to the Engineering Department via work order program
Keep storerooms in a state of readiness, cleanliness and tidiness
Promote and maintain good employee relations between among FOH and BOH staff
Lead efforts in recruiting, interviewing, and hiring team members; conducting performance appraisals, taking disciplinary action, motivating and training all staff
Ensure brand and company standards on equipment, facility, and grounds are maintained by using a preventative maintenance program
Ensure complete and timely execution of brand, corporate, and local marketing plans
100% responsible for Payroll
Responsible for receiving, processing and investigating complaints made per the existing harassment policy
Responsible for developing and implementing food and beverage promotions
Responsible for all social media interaction
Responsible for finalization of hiring on all levels
Responsible for maintaining brand standards
Complete responsibility for compliance of the Codes of Conduct
Other duties as required by Leadership teams for the successful operation of the restaurant
Additional:
Skills and ability to: Ability to communicate in the English language (Second language is a plus); must be a team player. Knowledge of proper chemical handling, cleaning techniques and use of equipment/ machinery, ability to work flexible schedules including holidays and weekends; able to perform multiple tasks.
Physical Requirements: On a continuous basis, sit at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis; occasionally lift and carry items weighing up to 50 pounds.
Competencies:The individual will be evaluated on revenue and sales goals and adherence to the above standards, as well as the following Competencies.Creating the Dining Experience:
Impeccable Guest Relations
Courtesy in an authentic manner
Contributing knowledge and making appropriate suggestions to enhance the guest experience
Professionalism and employee presence
Offering Excellent Products and Services:
Excellent understanding of booking and seating
Product Knowledge
Pairings and other Add-Ons
Understanding of Service Components Needed
Excellent understanding of FOH & BOH procedures, processes and needs
Business Components:
Excellent cash handling
Maintaining exemplary standards for health, sanitation, and safety
Knowledge of inventory and cost-control procedures
Understanding of escalation and reporting procedures
Leading/Managing a Team to Success:
Identifying, interviewing and hiring the best employees in accordance with company values and fair employment practices, evaluating experience, knowledge, skills and work traits
Developing employees through engagement and involvement
Providing helpful, specific and ongoing feedback to employees
Stepping in to smooth the guest experience
Creating and Maintaining the Brand Vision:
Working with all members of the brand team to execute the brand and company goals
Balancing leadership at the outlet with brand membership
Knowledge of and adherence to brand policies regarding press, rumors, and sharing of confidential and/or sensitive information – and the ability to disseminate that information to all employees
Interpreting the brand vision into action items for self and subordinates
Ongoing development and understanding of brand ventures, activities and events at other outlets, and their impact on the individual outlet
Ensuring consistency and quality of the brand experience for all guests
Sharing knowledge and best practices with the brand team and management teams of other brand outlets
Understanding, honoring and maintaining a high-quality experience for VIP guests of the brand
Actively communicating with all stakeholders (venue, brand team, public relations, marketing, etc.) to ensure consistency of branding
Identifying, escalating and resolving conflicts among stakeholders
What you can expect from us:The annual pay range for this role is $90,000 to $110,000 . This job is eligible for bonus pay.In return, we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve.IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.Important information :
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
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At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.