Sheraton Hotel Newfoundland Food & Beverage Outlet Services Manager Full Time in St. John’s, NL

Sheraton Hotel Newfoundland

Branch St. John’s NL CA

Food & Beverage Outlet Services Manager
St. John’s, NL

Ensure new associate’s receive training for their position and ensure that is consistent with Hotel standards and policy….


Manages the daily operation of the Restaurant, Lounge, In Room Dining and Court Garden and assists in the running of events whilst maintaining established quality and service standards to maximizing profits. Planning and supervising Restaurant, Lounge, In Room Dining and Court Garden and assists / supervises where required banquet activities such as banquet space room set up / break down and the servicing of events.

Primary Responsibilities:

  • Meet and exceed Outlet sales, costs and profitability goals; daily, monthly, quarterly and yearly
  • Schedules employees under direct supervision at proper staffing levels; watches labor cost daily to ensure efficiency in scheduling.
  • Teaches and monitors all cash & credit handling policy, processes and procedures and security and takes action accordingly with corrective measure and complies with brand and company standards
  • Negotiates competitive prices and service agreements with vendors as per company standards.
  • Manages and Participates in monthly inventories of Food, Beverage and Equipment. Initiates programs to reduce breakage and loss in China, Glass and Silver.
  • Manages and participates in weekly forecast meeting to anticipate revenues and staffing needs.
  • Participate in sales and hotel functions as required
  • Develops financial, operational and sales & marketing plans for the F&B Outlets and assist in Events which support the overall objectives of the hotel.
  • Manages the beverage stock throughout including events to ensure margin and surplus and within brand standards company policies
  • To monitor competitor activities and develop quarterly reports on local competitor activity
  • Introduces new products or services to meet or exceed customer expectations, generate increased revenue and ensure competitive position in the market.
  • Ensures all F&B collateral are as per Brand and all are sufficient and in perfect presentation and correct.
  • Promotes programs to increase sales through employee incentive plans and programs to increase customer satisfaction. Establishes and maintains an effective up-selling strategy to maximize revenue opportunities
  • To consistently strive for innovation and creativity in product and service that will increase volume, sales and profit and provide consistent quality service to our guests and clients.
  • Stays aware of market trends through active participation in regional/local catering/event management councils, reading industry magazines and trade journals and gathering competitive intelligence.
  • Ensures all Outlets adheres to all standards and when assisting in Conference & Events as outlined by brand or hotel franchise and that all areas are clean, organized and in good repair at all times.
  • Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.
  • Maintains standards of food and beverage quality and guest services; resolves guest complaints as per brand and company standards.
  • Manages the daily mise en place and cleanliness of Conference & Events and all Outlets areas.
  • Conducts pre- & post shift meetings to inform staff of daily events; reviews daily specials.
  • When required manages and supervises set up of banquet space to ensure timely and accurate room sets and ensures service staff is prepared and organized, and delivers high standards of service.
  • Reviews event orders with clients on arrival and responds quickly to last minute changes; answers questions to customer’s satisfaction; reviews guest check with client after function and obtains signature.
  • Requisitions supplies when needed and maintains adequate levels of inventory supplies to meet function & all F&B Outlets needs.
  • Maintains orderly back areas and ensures equipment is kept clean and stored in a secure manner.
  • Maintain cleanliness and well maintained in the Heart of the House and Front of the House Event & Outlet space as per SOP / Brand Standards.
  • Follows company policies and procedures and is able to effectively communicate them to subordinates Assists in employee discipline, recognition and performance evaluations.
  • Co-ordinate with departmental team leaders to implement regular testing of new standards and experimental projects to upgrade the services or procedures of the Department.
  • Oversees the execution of event logistics for all events; maintains customer satisfaction to insure retention and growth of business through referrals and repeat events.
  • Monitors performance of all F&B Outlets through analysis of guest feedback, guest service scores and financial reports; initiates corrective action.
  • Ensures proper sequence of service for all F&B Outlets and Event space in all meal periods including opening & closing procedures are signed off daily.
  • Maintains open lines of communication with all employees and departments.
  • Provides a professional image at all times through appearance and dress and ensures all areas under remit are adhering to correct uniform standard at all times.
  • Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
  • Ensures furniture and equipment is maintained and inventory levels are kept in accordance to corporate guidelines.
  • Works with culinary team to ensure compliance to food handling and sanitation standards.
  • Provides guests with excellent food service and presentations.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate correction action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
  • Obtain the appropriate approval of the Director of Operations & coordinate all purchases, rental or leasing of equipment or supportive requirements of conference groups prior to and in advance of the actual date of use
  • Provides a professional image at all times through appearance and dress.
  • Attends pre-conference and post-conference meetings with clients and department heads to ensure open communication and that hotel/brand standards are continually being met
  • Handle all guest interactions with the highest level of hospitality and professionalism; follow up to ensure guest satisfaction
  • Actively manage operation through walking and managing on the floors during service times
  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
  • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
  • Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.
  • Observes service behaviors of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.
  • To actively promote the good reputation of the hotel and group, dealing with all relevant authorities and maintaining excellent contacts
  • Attends event management / operations meetings (BEO, 10-day review, daily/weekly coordination meetings etc.)
  • Ensures that regular, ongoing communication is happening in all areas of F&B operations (e.g., BEO meetings, pre-event briefings, staff meetings, Food and Beverage team, Culinary Team).
  • To initiate and co-ordinate Departmental meetings and attend other hotel meetings when required.
  • Aggressively recruits and staffs department using company hiring standards (i.e. reference checks and team interviews) and with the appropriate skills to meet the business needs of the operation.
  • Conducts training classes regarding safety, security, department procedures and service guidelines
  • Responsible for all Recruitment, Training and Management of associate’s in co-junction with Human Resources
  • To deliver training and coaching in a systematic and professional way to ensure consistent delivery of the product and brand service standards.
  • Implement all company human resources policies and procedures
  • Ensure new associate’s receive training for their position and ensure that is consistent with Hotel standards and policy
  • Conduct weekly team meetings to discuss issues, concerns and upcoming events
  • Coach all departmental associate’s and give positive reinforcement when appropriate
  • Be a role model for all associates by demonstrating behaviors and work ethic expected of all Hotel Management.
  • To carry out Job Chats and annual Appraisals & Development plans for all direct reporting staff as per company standards.
  • Develops, implements and maintains a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
  • Uses all available on the job training tools for associates; implements and manages training initiatives and conducts training when appropriate.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Actively solicits associate feedback using an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Ensures associates are treated fairly and equitably. Constantly strives to improve associate retention. Brings issues to the attention of Human Resources as necessary.
  • Manages associate progressive discipline procedures for Events. Ensures hotel policies are administered fairly and consistently. Ensures disciplinary procedures and documentation are completed according to company standards
  • Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.
  • Fulfills Manager on Duty and Lobby Duty shifts.
  • Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.
  • Ensures compliance with all federal, provincial and local laws, including Health and Safety, ESA, Human Rights, etc. Ensure that all associates of your department are aware of these requirements and work in accordance to them.
  • Utilize all systems such as Micros in compliance with brand standards
  • Comply with all company IT standards and policies

Note: Other duties as assigned by supervisor or management


Education/ Experience: High School diploma or equivalent. A minimum of two years food and beverage related work experience required. Special consideration will be given to those who exhibit exemplary performance with post secondary education in Hotel/Resort/Restaurant management related program an asset

Certification and/or License Requirement: Alcohol awareness certification and/or food service permit as required by local or state government agency. Food Service and/ or other certification as required by franchise.


Leadership skills.

Oral and written communication skills.

Attention to detail.

Planning and organizational ability.

Customer service.

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced, stressful environment

Job Type: Full-time

Required education:

  • High school or equivalent

or proceed with Standard Application Form.

Employment Type: Full Time
Location: St. John's, NL, CA
Posted on: 2017-04-01
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