Reporting To: Operations Manager

Role Purpose

Responsible for ensuring the efficient, professional operation and delivery of customer service in line with company standards. Supervising all aspects of service delivery, food and beverage teams, and stock procedures to maintain high operational and service standards.

Key Responsibilities

• Implement consistent delivery of superior customer service through the development and execution of SOPs (Standard Operating Procedures)
• Ensure the department creates a professional impression for customers and team members
• Act on customer feedback, including complaints and compliments, within areas of responsibility
• Maintain awareness of budgeted and actual departmental targets
• Supervise daily departmental operations to ensure effective performance and consistent brand standards
• Ensure shift controls and operational procedures are adhered to
• Maintain full knowledge of hotel facilities, services, and amenities
• Ensure compliance with statutory and company requirements, including:
  • Health and Safety
  • Food Safety
  • Risk Assessments
  • Licensing Laws
  • Disability legislation
  • Employment legislation
• Maximise opportunities for departmental sales, profit, and performance targets
• Assist in the planning, implementation, and review of promotional activities
• Suggest and develop new promotional opportunities to exceed budgeted sales
• Ensure team members remain sales-focused and receive ongoing training
• Maintain accurate training records and submit them to management
• Maintain full knowledge of all food and beverage menus in cooperation with the Head Chef and kitchen team
• Ensure dining and public areas are maintained to high standards of cleanliness, comfort, and presentation
• Monitor operational performance through guest satisfaction systems and financial reporting
• Initiate corrective action when required
• Support the development and organisation of special events, promotions, and packages with operational departments
• Actively upsell throughout all customer interactions and train the team to do the same
• Maintain professional and courteous conduct at all times
• Ensure customer satisfaction throughout the dining experience
• Remain informed of guest special requirements or difficulties
• Ensure dining areas are maintained in line with cleaning schedules
• Read, understand, and comply with Health & Safety responsibilities and Staff Handbook
• Ensure HACCP procedures and cleaning schedules are completed daily
• Actively participate in training and performance improvement initiatives
• Implement the company’s customer relations policy
• Communicate company services to guests as required
• Arrive for duty in accordance with rosters, in full clean uniform, wearing name badge at all times
• Maintain the highest standards of personal hygiene and grooming in line with company policy
• Part of the Duty Management team, responsible for all aspects of the hotel.