Outlet Manager

Operational

· Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

· Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary.

· Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.

· Provides feedback on the results of the Consumer Audit and ensures that the relevant changes are implemented.

· Works closely with other Executive Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

· Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

· Ensures that all employees are up to date with the availability of seasonal and new products on the market.

· Tastes and monitors the food and beverage products served throughout the operation, providing feedback where appropriate.

· Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.

· Ensures that employees also provide excellent service to internal customers in other departments as appropriate.

· Spends time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Maintains positive guest and colleague interactions with good working relationships.

Administrative:

· Ensures that culinary activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.

· Oversees the preparation and update of individual Departmental Operations Manuals in Food Culinary Division.

· Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.

· Represents the Food Culinary function on the hotel's Executive Committee.

Financial

· Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

· Ensures that each profit centre (e.g. Outlet, Bar, Banquets) is operated in line with maximising profit while delivering on the brand promise.

· Ensures that each cost centre (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.

· Coordinates the preparation of the Annual Business Plan for Food and Beverage.

· Analyses business performance strategically to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.

· Manages costs proactively based on key performance indicators, working through the respective Heads of Department as appropriate.

· Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

· Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

· Participates in weekly yield and revenue management meetings actively, overseeing the appropriate pricing structures to maximise yield and overall profits in Outlets and Banquets.

People

· Oversees and assists in the recruitment and selection of all Food and Beverage employees and ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees.

· Oversees the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

· Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

· Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals, and ensures that they in turn conduct annual Performance Development Discussions with their employees.

· Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers.

· Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

· Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

· Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.

· Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

· Feedbacks the results of the Employee Engage Survey and ensures that the relevant changes are implemented.

Marketing

· Prepares, utilises and updates an Annual Marketing Plan, broken down as necessary by department. Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s own operations remain competitive and cutting edge.

· Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.

Other duties

· Attends and contributes to all training sessions and meetings as required.

· Is knowledgeable in statutory legislation in employee and industrial relations.

· Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

· Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organisations.

· Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

· Ensures high standards of personal presentation and grooming.

· Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

· Carries out any other reasonable duties and responsibilities as assigned.