Outlet Operations Manager

Summary: Ensure proper training and supervision of all room service employees to deliver prompt, courteous service in a manner that adheres to Hotel ZaZa Food and Beverage standards and company policies and procedures. Responsibilities include but are not limited to the following:

Essential Functions:

• Interview, hire, train, and discipline, employees according to Hotel ZaZa policies, procedures, service and operating standards.
• Monitor all Restaurant/Room Service deliveries and inventories.
• Maintain an adequate supply of both equipment and food items to ensure speed and quality of service.
• Complete accurate daily inventories with accompanying requisition orders to keep all pars stable and Room Service employees equipped to deliver orders promptly and properly. (same for Restaurant)
• Maintain adequately stocked liquor back-up cabinet (if applicable).
• Complete daily inventories and attach to daily orders to keep liquor pars stable.
• Maintain control of both payroll and food expenditures for Outlets.
• Plan carefully for weekly coverage, being careful of needless overtime and insuring proper coverage, keeping holidays, leaves of absence and vacations in mind when granting time off for any employee.
• Keep inventories at established par levels, being sure that unnecessary food waste is not permitted, checking all food order pick-ups against requisitions.
• Train order takers/cashiers so that they are competent in both phone conduct and cashiering procedures.
• Give order takers exact instructions on cashiering procedures: Check writing, figure balancing, reconciliation, cash control forms
• Give detailed menu information, proper phone etiquette and written scenarios to the cashiers/
• Check reconciliation sheets on a daily basis and calls must be monitored periodically.
• Maintain a good working relationship with other departments and outlets.
• Offer help to other outlets and departments when available or needed.
• Encourage courtesy of all Outlet/Room Service staff toward all other employees.
• Know emergency procedures and work to prevent accidents.
• Be familiar with and adhere to all liquor laws. (TABC certification) Prohibit the sale/service of alcohol to intoxicated guests. Be familiar with and enforce all policies related to liquor liability laws. Specifically: Prohibiting sale of liquor to intoxicated guests. Prohibiting sale of liquor to minors.
• Attend/conduct all designated staff meetings.
• Follow and execute proper grooming guidelines for self and staff (uniform standards), wear Z-pin.
• Ensure staff has completed required Z certification for New Hires (30 days) and recertification as required.
• Perform any other duties assigned by management.
• Cross training in other food and beverage outlets as directed by Director of Outlet Operations.
• Constantly perform positive up-selling techniques with service staff.
• Expedite table turnover and table resetting.
• Implement sales promotions and merchandising programs.
• Know and adhere to all company policies and procedures.
• Constantly perform positive up-selling techniques with service staff.
• Expedite table turnover and table resetting.
• Implement sales promotions and merchandising program.
• Be familiar with all cash handling procedures and equipment and assist when needed.
  • Reconciliation/deposits
  • Charge procedures
  • House charge procedures
  • Check control
  • Walkouts
  • Meal period change
  • Reports

Administrative responsibilities:

• Monthly budget
• Monthly volume forecast
• Weekly volume forecast
• Weekly schedule
• Staffing requirements
• Weekly payroll forecast
• Payroll computation
• Bar controls and procedures
• Beverage cost
• Beverage requisitioning
• Food requisitioning
• Assist in end-of-month inventory
• Bar and dining room security
• POS competency: floor and office procedures.

Tools and Equipment:

• Coffee maker/urn, toaster, microwave, beverage machines, bus trays, dish machine, kitchen equipment.
• Computer software, spreadsheet software
• POS, copy machine, inventory procedure.

Working Environment:

• Interior and exterior of the hotel, in the restaurant, kitchen, swimming pool area and guestroom.
• Know room staging, set up for music and lighting
• Exposure to hazardous cleaning chemicals, extreme temperatures, and various food and beverage items that may be allergens.

Physical Demands:

While performing the duties of this position, the employee is regularly required to:

• Stand;
• Walk;
• Use hands to handle, or feel;
• Reach with hands and arms;
• Climb or balance; stoop, kneel, crouch, or crawl;
• Talk or hear and taste or smell;
• The employee is occasionally required to sit;
• The employee must regularly lift and/or move up to 25 pounds; Able to push and pull objects
• Specific vision abilities required by this job to see, read, write, and use a computer
• Must be able to communicate with guests in English.

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.