FOH Outlet Manager (AMs)

Job Description

Job Description

FOH Outlet Manager - AMs / Breakfast Outlets

Margaritaville Hotel Nashville is looking for a fast paced, team-member focused manager to oversee our busy breakfast operations at our two outlets - Starbucks Coffee House (to-go) & JWB Grill (sit down)

SUMMARY

The FOH Manager will ensure the outlets operates efficiently and profitably while maintaining reputation and great customer service. May coordinate a variety of activities for other related outlets, such as Room Service and Bar. Responsible for the business performance of the restaurant, as well as maintaining high standards of food, service, health and safety standards. Restaurant management combines strategic planning, shift organization, and some HR components of leading a team.

QUALIFICATIONS

• Exceptional customer service experience
• Basic knowledge of the operation of computers.
• Ability to communicate effectively with the public and other employees.
• Ability to stand for entire shift and lift/push/pull 40lbs+
• Meet store operating policies and standards, including providing quality beverages and food products, cash handling and store safety and security, with or without reasonable accommodations
• Twelve (12) months of experience in a position that required constant interacting with and fulfilling the requests of customers
• Prepare and coach the preparation of food and beverages to standard recipes or customized for customers, including recipe changes such as temperature, quantity of ingredients or substituted ingredients
• Twelve (12) months of experience delegating tasks to other employees and/or coordinating the tasks of six (6) or more employees
• Preferred of Starbucks or Coffee House experience.
• Read, write and speak English.
• Food/Beverage Service Worker Permit (ability to obtain manager certificate)
• Ability to communicate effectively with the public and other employees.
• Previous supervisory/management skills and experience. Knowledge of the Barista roles as set up by coffee house or Starbucks.
• 3 years retail / customer service management experience or
• 4+ years of US Military service
• Strong organizational, interpersonal and problem solving skills
• Entrepreneurial mentality with experience in a sales focused environment
• Strong leadership skills and the ability to coach and mentor team partners with professional maturity
• Properly implement new brand specials, seasonal menus & training schedules
• Minimum High School or GED
• Legal documentation establishing your identity and eligibility to be legally employed in the country in which you apply.
• Ability to work full time (the work regularly demands in excess of 40 hours per week) including variable hours including early mornings, weekends and/ or holidays.

PERFORMANCE STANDARDS

• CUSTOMER SERVICE: Maintain customer satisfaction as the driving philosophy of Starbucks. Personally demonstrate a commitment to customer service by inquiring about service quality and responding promptly to guest needs. Promptly handle guest complaints. Fill in for staff when necessary to ensure customer satisfaction. Ensure your staff, including all new hires, are trained to meet standards. Empower staff to deliver customer service by encouraging and rewarding responsive guest assistance. Level of service provided to guests in all outlets meets or exceeds customer expectations. Ensure that consistency of service and standards are met.
• Individuals responsible for working together to be the best moment in every customer’s day while delivering expertly crafted products. They bring the Starbucks Experience to life – for our customers and each other – while proudly wearing the green apron.
• FINANCIAL: Manage department within budget. Accurately forecast revenues/expenses. Assist in preparing annual departmental budget that accurately reflects the department’s operations plan. Anticipate revenue/cost problems and report discrepancies to F&B Director. Assist hotel staff with accounting related issues. Analyze financial and operating information on an ongoing basis in order to adjust labor, supplies, materials and other costs to achieve budget. Ensure department staff is trained in control procedures as outlined by Internal Audit, and that these procedures are consistently followed.
• PEOPLE: Manage people according to Margaritaville’s values. Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for direct reports. Resolve employee grievances fairly and timely. Ensure employees fully understand performance standards, review process, and reward successes. Manage safety program to protect guests and employees and which meets OSHA requirements. Use ongoing safety plan to minimize workers’ compensation claims. Train staff to increase level of customer sales, service and safety skills on an ongoing basis. Ensure employees are appropriately certified for their job as required by federal, state or local regulations. Monitor and maintain acceptable turnover levels.
• QUALITY: Know the general operations of department and how all hotel departments work together to achieve business objectives and to meet customer expectations. Know the commonly occurring challenges of the F&B business and how to overcome them. Know outlet standards and hold employees accountable for consistently meeting these standards. Maintain favorable health department scores. Manage a preventive maintenance program for all equipment. Control food-borne illnesses. Meet safety and sanitation standards such as Emergency Plan, CPR/Heimlich training for all employees, proper storage of foods, storing chemicals away from food, etc.
• MANAGING THE BUSINESS: Assist in the preparation of the F&B budget and maximize department resources to contribute to the successful achievement of the budget. Identify major revenue and expense opportunities and possible problems. Identify and select vendors that provide quality service and competitive prices, and monitor to ensure quality of goods and service is met. Adjust inventory, department labor schedules, staff assignment and supplies based upon demand without loss in quality service. Keep repair costs down by maintaining equipment. Work with local vendors to keep costs down.

ESSENTIAL FUNCTIONS

• Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards. Being fully knowledgable in the Barista Pattern and able to ensure that the pattern is used daily.
• Ensure consistency of product and service. Using the Shift pattern on every shift to ensure consistent experiences for team members and our guests.
• Maintain Coffee Inventory per Starbucks standards.
• Maintain work areas clean and organized.
• Maintain working knowledge of all outlet positions, the work methods, training, tools and knowledge base — “create space for human connections as we pursue excellence”.
• Promote employee empowerment through the Starbucks plan of Excellence and café routine.
• Promote repeat customer service through establishing quality service and food, using the Starbucks experience plays.
• Select, train, supervise, develop, discipline and counsel employees in accordance with Margaritaville policies and procedures. .

• Complete other duties as assigned by the Director of F&B to include cross training.
• Perform in the capacity of any position supervised.
• Attend all required meetings.
• Conduct performance appraisals.
• Deal with guest complaints or requests using the LATTE model.
• Report on Outlet status to F&B Director weekly.
• Other duties as assigned by the Director of F&B.