Service Manager - Hermanus

SUMMARY

Restaurant Manager responsibilities include maintaining the restaurant’s revenue, profitability and quality goals. You will ensure efficient restaurant operation, as well as maintain high production, productivity, quality, and customer-service standards. To assist in the day to day running of the restaurant and to help ensure the Village N Life concepts, manuals, SOPs and logs are always kept current and implemented as well as managing and organizing daily restaurant operations with a goal of controlling costs and providing a high-quality experience to customers. Areas of operation range from personnel management to cook and waiting staff coordination to inventory management.

MINIMUM REQUIREMENTS

QUALIFICATION : Grade 12 or equivalent

Accommodation Certificate / Hotel School diploma is advantageous.

EXPERIENCE : Previous experience in the same or similar position in a 4 / 5-star hotel

Familiar with all duties and procedures in a restaurant Environment

MS Office (Word, Excel and Email) is essential

Opera experience is advantageous

Competencies

Communication : Verbal Communication

Comprehension

Cognition / Thinking : Decision Making and Judgement

Problem Solving

Interaction with Others : Influencing Others

Relationship Building

Personal Effectiveness : Adaptability and Flexibility

Attention to Detail / Quality

Results Focus and Initiative

Management / Leadership :

Coaching and Mentoring

Fiscal Accountability

DUTIES AND RESPONSIBILITIES

Service Levels

• Ensure service levels are maintained and sustained in the Restaurant and Front Office.
• Manage Dining room, catering and ensure that tables are always setup correctly.
• Communicate with service, kitchen staff and reception staff regarding reservations and special events, check-ins and check-outs.
• Ensure staff training is updated and signed for and that all evidence is in each staff members personnel file.
• Coordinate daily Front of the House and Back of the House restaurant operations
• Respond efficiently and accurately to customer complaints
• Organize and supervise shifts
• Appraise staff performance and provide feedback to improve productivity
• Ensure compliance with sanitation and safety regulations
• Control operational costs and identify measures to cut waste
• Implement policies and protocols that will maintain future restaurant operations
• Process payroll and maintain all relevant records
• Ensure all employees are working within outlined operating standards
• Report on financial performance, inventory, and personnel

Aesthetics

Maintain the Aesthetics Manual for food and beverage.

Facilities

Maintain the Facilities Management Manual for food and beverage.

Administration

Producing management reports as required.

Sign off monthly income statements.

Be familiar with guests staying at the hotel and walk-in cliental.

Maintain the F&B staff HR files and other HR related matters as below.

Maintain the events store for the property.

Marketing and Sales

Inform and enquire if guests are part of the VNL Leisure Club.

Recognise guests who regularly visit the bar / restaurant.

Upsell F&B, accommodation and tourism services.

Inform guests of current specials and upcoming events.

Ensure that food and beverage staff are aware of specials and upcoming events.

Human Resources

Schedule staff hours and assign duties for staff by drawing up the weekly roster.

Ensure that all staff work the minimum number of contractual hours per month.

Establish standards for personal performance and customer service.

Assist in recruitment of staff within agreed man-plan.

Training and testing of staff.

Maintain dress code standards.

Assist in conducting performance appraisals / HR Statuses.

Progressive and constructive discipline in conjunction with HR.

Maintain staff files.

Financial

Ensure quality and concepts are implemented and maintained.

Ensure stock control system is maintained.

Daily beverage counts and variance reports to be signed off.

Keep track of monthly and annual budgets to assist in making targets.

Signing off staff hours and payroll adjustments where necessary

Management

Do Duty Manager shifts where you would be representing the company as “the most senior person on property.”

Take ownership of budgets and cost control methods to minimize expenses

Leading front-of-house and back-of-house teams

Sign off weekly and monthly stock takes

Gratuity control and allocation

Hiring and onboarding new employees

Implement innovative strategies to improve productivity and sales

Run all special events alongside events manager

Ensure that all SOPs and policies are adhered to on property.

Micros day and reports and account balancing

Responsible for all guests’ needs as requested.

Meet their needs and think of what they might want before they even ask for it.

Present the bill to guests upon request or the conclusion of their meal.

Ensure to give every guest a “guest bill” once payment has been finalised.

Ensure that your bills processed for the shift corresponds with your received money at the end of every shift.

Training all staff on service standards and upkeep thereof

Promoting and marketing the business

Liaising with customers, employees, suppliers, licensing authorities and sales representatives

REVIEW CRITERIA :

Appearance

Product knowledge

General knowledge to complete duties

Communication to staff

Communication to Management

Monthly reports

Meeting deadlines

ALLOCATED PORTFOLIOS AND CUSTODIANSHIPS

SOP management and implementation

Staff Rostering

Staff Payroll

Web register

Dine plan Management

Budgeting and forecasting