岗位职责:

Scope of Job: This role exists within the Food & Beverage department to compliment, strengthen, develop, and support the Restaurant Management team.
This role is varied and exciting; each day will bring fresh challenges that need to be met with a positive mental attitude whilst delivering Excellent Guest Service. You will support Cluster Manager by managing the day-to-day operations of a restaurant and be a natural inspiration to the team. You will drive sales, profitability, quality, and service.

Main Responsibilities

1. Job Purpose

- Be responsible for excellent customer service delivery in the restaurant of the hotel.
- Ensure all staff and working practices comply with relevant Hygiene and Safety legislation requirements, audits, and Standard Operating Procedures.
- Maintain excellent communication links within the F&B team and with other departments across the hotel and resort.
- Develop and lead a positive, professional, and strong team - with a focus on guest satisfaction, quality food delivery and development of a highly trained team.

2. Business Impact/Results

- Ensure staff wage costs are monitored and kept within budget in the restaurant and within conference & banqueting.
- Ensure all other operational costs for the restaurant and C&B are kept within budget.
- Be responsible for stock control, wastage, cost lines and increase revenue where possible in the restaurant service area.
- Take an active managerial role in stock take procedures and act upon results in a proactive manner.
- Ensure all staff are trained in upsell techniques and regularly review to ensure compliance.
- Cross-train all F&B staff members to work within different F&B areas of the hotel.

3. Decision Making & Autonomy

- Monitor and review the operation of the restaurant to ensure maximum efficiency and guest satisfaction. Where necessary, implement changes to improve.
- Monitor and respond accordingly to expenditure associated with equipment and maintenance.
- Ensure full compliance of Standard Operating Procedures within the F&B team and take appropriate action where necessary.
- Working with the F&B Manager, responsible for managing the restaurant throughout the year, managing the budget, and allocating resources accordingly.

4. Managing Resources

- Identify areas of opportunity for further development in both own and team members learning and development, taking appropriate opportunities to share, coach and mentor.
- Ensure six-week reviews are completed for seasonal employees and manage the PDP process for employees reporting to this role.
- Comply with all people manager policies and procedures, ensuring the F&B team always adhere to them.
- Provide a balanced level of support and leadership to other departments in the hotel.
- Ensure the F&B team have a clear understanding of their roles and responsibilities and the importance of their contribution towards the overall success of the hotel.
- Ensure the relevant information, tools and training are available to the F&B team enabling them to deliver exceptional service.
- Complete duty manager shifts as and when required to support the business.
- Along with the Multi Unit Manager, have responsibility for the restaurant budget, providing the Head of Food and Beverage with regular updates and ensure the budget frame is met.
- Manage the working schedules for the team in conjunction with the budget, completing and tracking payroll on a daily and weekly basis.
- Facilitate the Stock management effectively with the Inventory Management PICC System.
- Ensure all machinery and equipment is well maintained.

5. Communication

- Work closely with the Head Chef and F&B Manager to ensure the smooth running of the restaurant and provide regular operational updates.
- Maintain excellent lines of communication with both members of staff and guests.
- Liaise closely with both the Head Chef and F&B Manager to ensure correct stock levels are available to maximise the offering to our guests and ensure consistency.
- Deliver motivational shift briefs to ensure the F&B team are up to date with the latest company information and inspired to begin their shift looking after our guests.
- Develop and maintain positive relationships with all departments.
- The Department has a wide number of external contractors; maintain close effective links with these. This includes understanding the contractual agreements and ensuring best practices are followed.
- Attend company training programmes to develop capabilities such as People Management skills, Recruitment skills, Financial and Disciplinary training to name a few.
- Use the Personal Development Plan program in conjunction with your manager to identify areas of growth potential.
- Assist in the delivery of departmental courses to all F&B employees.

6. Health & Safety

Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Requirements

1. Creativity

- Understand and relate to the dynamic nature of the hotel industry.
- Input ideas and information to improve the efficient running of the restaurant, C&B, F&B department, and hotel.
- Develop an interactive and unique style of service that is tailored to each guest and their individual requirements. This inspirational approach should be rolled out to motivate the &B team to add value to our guests’ experience.
- Suggest and implement agreed initiatives that will impact the business in a positive manner.

2. Applied Knowledge & Specialist Skills

- Excellent communication skills.
- Have an awareness of our guests needs and wants to eliminate complaints and exceed expectations.
- Strong impact and influencing skills.
- Be a role model for the Merlin Way.
- As a member of the Food & Beverage Department you are expected to perform regular F&B Duty Manager shifts.

3. Complexity & Problem-solving

- Take an active interest in monitoring and reviewing guest feedback to identify areas for improvement and maintain excellent levels of guest satisfaction.
- Complete regular service reviews of staff to ensure maximum efficiency within the Restaurant.
- Overcome any operational issues to ensure that the delivery of Food & Beverage service is not jeopardised at any time.
- Take initiative to identify potential problems and take action to ensure corrective solution is achieved.

4. Background & Experience

- 5-7+ years job related experience and 3-5+ years leadership experience in a theme park, chain restaurant or other F&B industries; possess a comprehensive set of F&B service and operations skills.
- Food Hygiene Certificate is a must; certification of previous training in hospitality is preferred.
- Ability to smoothly communicate in English and Mandarin to the understanding of Management, employees and guests and provide effective communication.
- Ability to work flexible hours/shifts, including nights, weekends, and holidays.
- Be a role model at all times; willing to learn and adapt well to new challenges.
- Possess positive attitude, strong ownership, excellent guest service mindset, solid stress handling skills, exceptional leadership, dependable and reliable work ethics.

5. Education

- Hospitality vocational school required; bachelor’s degree preferred.

6. Work Environment

- Various inside and outside locations with varying temperatures and floor surfaces.
- Exposed to wet and/or humid conditions.

7. Others

- Maintaining confidentiality within the organization and protect any information that is classified as confidential.
- Maintaining honesty and integrity with colleagues and guests
- Must be willing to work flexible hours, including evenings and weekends to support Resort operations.
- Requires a valid driver’s license and passport.
- Must be willing to travel locally and regionally to conduct business, and occasional travel within Shanghai.