Food and Beverage Operations Manager

Create a world-class Brand Home Visitor Experience at Chandon. A home that will be a COMMUNITY HUB for all. A home that will celebrate the NATURAL BEAUTY of the area. A home that will devote itself to the CELEBRATION OF CRAFTSMANSHIP. A home situated in the HEART OF NAPA. A home that will embody our founder’s MAVERICK SPIRIT. A home that will UNLEASH THE POTENTIAL of the Chandon world.

The culture of Chandon emphasizes training, product knowledge, and sincere hospitality. Our beliefs are shared through the five pillars of our business.

We live the sparkling life while creating genuine connections, with both OUR PEOPLE and OUR GUESTS. Caring and investing in OUR HOME, and the communities we operate in. Efficiently sustain and grow OUR BUSINESS in both revenue and profits. Born of French heritage, CHANDON HOME is our journey of greatness together while embracing its adopted California perspective with a casual vibrancy.

TEAM CULTURE AND COMMUNICATION

Leadership, Training and Education

• Lead F&B team by attracting, recruiting, training, and appraising talented personnel;
• Facilitate and fully participate in all training sessions including but not limited to the following topics. Wine and Food, Sales Excellence, Service Excellence, Safety and Security;
• Responsible for the delivery of ISO and service standards, sequence of service, maintaining quality equipment, par levels, product presentation, service and product training;
• Support the development of annual team and individual training targets, KPI’s, policies, and procedures for new and existing team members; and
• Effectively coach staff on customer service standards, sales techniques, efficient teamwork and culture.
• Create and provide monthly performance updates, ensure accountability through monthly meetings/ documentation.

Communication

1. Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork;
2. Responsible for developing and publishing weekly schedules of Chandon Home;
3. Ensure communication of policy changes, events, and daily functions is timely and is clearly understood; and
4. Attend/Conduct Brand Home Leadership meetings in order to stay updated with goals, new releases, new programs, and all other educational materials.

GUEST EXPERIENCE & CLUB CHANDON

Create a High-Quality Visitor Experience

• Manage all day-to-day hospitality/ experience operations within budgeted guidelines and to the highest standards. Examine daily duties, assign tasks, and check on progress;
• Ensure the brand is being properly communicated with each visitor interaction through messaging staff professionalism;
• Monitor daily bookings and ensure assigned tables are prepared prior to arrival; plan for peak periods through meeting cadence with Level 4 personnel.
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services;
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Actively resolve complaints;
• Analyze customer feedback from post reservation surveys and social media reviews and suggest ways to improve ratings;
• Provide leadership, based on experience, through changes by identifying and overcoming obstacles and creating efficiencies;
• Design exceptional Chandon Experience menus and seasonal offering, purchase goods when needed and continuously make necessary improvements; and
• Identify customers’ needs and respond proactively to all their concerns.

Support Private Event Experiences

• Operate and oversee all Exclusive and Private Event Experiences booked on property based on BEO specifications provided;
• Build a strong relationship with the Event Planning team ensuring that there is clear communication between the planning, operations, and culinary team;
• Ensure all events equipment relating to food & beverage are in proper operational condition and cleaned on a regular basis; and
• Manage direct day–to-day staffing requirements for Exclusive and Private Event Experiences, plan and assign work, and establish performance and development goals for team members. Provide regular feedback to help improve team members' performance.

FINANCIAL RETURNS

• Comply with all set internal control procedures pertaining to Chandon Home. Ensure all relevant information is being shared with team members;
• Assist in developing annual budget goals for wine and food experiences and visitor traffic;
• Successfully meet monthly revenue and wine club acquisition goals by strategically managing our daily Wine and Food Experiences;
• Manage reservation system ensuring maximum efficiency and booking potential;
• Manage expenses in line with set budgets and sales goals;
• Control labor cost through effective scheduling as appropriate to business needs;
• Manage upsell incentive for Wine and Food Experience Team. Drive up-sell initiatives for Experience upgrades, wine and food add-ons as well as take home experience (retail sales);
• Manage point-of-sale system and daily opening and closing, with accuracy, receiving either cash or credit card, without over-short; Manage internal employee tasting process, and internal charge reconciliation.
• Ensure all credit and financial transactions are handled in a secure professional manner;
• Monitor and control any food or beverage wastage on a day-to-day basis in line with our responsible business;
• Establish COGS for new Experiences and menu items based; and
• Conduct frequent market research allowing us to remain innovative, accurate and ahead of our competition.

RESPONSIBLE BUSINESS, SAFETY/ RISK MANAGEMENT

• Responsible for departments safety standards pertaining to guests and employees;
• Establish consistent safety culture across the department;
• Participate in daily, weekly, or monthly walk-throughs capturing/ identifying near miss risks as well as repair needs. Establish action points and ensure follow through;
• Establish sustainability processes and procedures to eventually qualify our Chandon Home for green hospitality certification;
• Take ownership of our assets and ensure all team members act with integrity reducing damage and repair/ replacement spending; and
• Provide clear communication to both co-workers and guests regarding Chandon’s responsible hospitality policy and procedure

Requirements

The Food & Beverage Operations Manager must display strong leadership and management skills. Examples of organizational and communication skills must be displayed. Supervisory experience in a Hotel/ Restaurant or similar environment is required. Profound knowledge of customer service, conflict management and service recovery are essential.

Education

• Undergraduate degree is strongly preferred or applicable experience.

Languages

• English required, second language helpful in communication with visiting public, but not required.

Professional experience & know-how:

• Proven work experience as a Front Office Manager, Guest Relations Manager, Restaurant Manager or Supervisor or similar role
• Experience mentoring a large staff with varied levels of experience and maturity.
• Strong understanding of consumer trends and behaviors is required.
• Degree in Hospitality Management, Tourism, Business Administration or relevant field

Technical & management skills :

• Effective at building teams, ability to motivate others, ability to manage vision and purpose, ability to set and deliver against priorities, ability to deal with ambiguity.
• Working knowledge of various computer software programs (Tock, MS Office, restaurant management software, POS)
• Proficiency in English; knowledge of other languages is a plus

Personal & interpersonal skills:

• Strong team player, excellent communication skills within and outside of the organization, positive and enthusiastic attitude.
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Strong sense of responsibility and a professional presentation
• Ability to work evenings, weekends and holidays
• Capable of working in a fast-paced hospitality environment

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources