Outlet Manager

FILINVEST COMPANY: TIMBERLAND HIGHLANDS RESORT

POSITION SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality Inc. and Timberland Highlands Resort and under the direct supervision of the Food & Beverage Service Manager, this position is responsible for overseeing and directing all aspects of the outlet, achieving marketing, sales, profitability and quality service goals, ensuring customer satisfaction and profitability.

SCOPE AND RESPONSIBILITIES

• MEETS AND EXCEEDS CUSTOMERS AND TEAM MEMBERS EXPECTATIONS

• Establishes and communicates customer service objectives which support achievements of Timberland Highlands Resort Mission and Vision.

• Monitors customer service levels and counsels employees with alternative methods of responding to customer requests.
• Determines customer delight level and needs by reviewing comment cards and talking to customers regularly.

• Provides staff with the skills training to be able to provide value added service to customers.

• MEETS AND EXCEEDS EXPECTATIONS OF EMPLOYEES BY UTILIZING LEADERSHIP SKILLS AND MOTIVATION TECHNIQUES IN ORDER TO MAXIMIZE EMPLOYEE PRODUCTIVITY AND SATISFACTION OF DIRECT REPORTS.

• Develops and implements strategies to achieve Employee Satisfaction Index goals.

• Creates a positive work environment for all employees.
• Develops employees to maximize potential and prepare for future promotional opportunities by conducting counseling sessions, determining developmental needs and allowing these needs to be met.
• Selects, orients, and trains qualified employees.
• Conducts effective employee meetings and counseling sessions.

• Determines, communicates, and monitors achievement of standards of performance on a timely basis.

• ENSURES PROMPT, EFFICIENT, AND COURTEOUS SERVICE.

• Monitors service cycle.

• Controls Captains Orders.
• Monitors actual service rendered by staff.
• Assists in service as required.
• Defines level of customer experience for the restaurant and works daily to maintain and improve the service level.
• Monitors presentation of food products; reviews areas of concern with Executive Chef.
• Ensures that restaurant is clean and ready for customers at all times.
• Creating a welcoming and comfortable atmosphere for guests

• Ensuring customer satisfaction by monitoring service quality

• MONITORS AND ANALYZES LEVELS OF CUSTOMER SATISFACTION

• Analyses guest questionnaires.

• Solicits customer feedback.
• Analyzes customer feedback from the logbook.
• Addresses customer concerns on a timely basis.

• Handling customer complaints and resolving issues promptly

• EXCEEDS CUSTOMER SATISFACTION AND MAXIMIZES RETURN CUSTOMERS

• Meets and greets customers.

• Escorts customers on departure.
• Constantly monitors the experience of each customer.

• Checks reservations for VIP guests.

• SETS AND MAINTAINS SERVICE STANDARDS

• Clearly describes standards to all staff.

• Constantly compares performance to standards.

• Addressing any performance issues and providing feedback.

• ACHIEVES REVENUE AND PROFIT GOALS BY DEVELOPING AND IMPLEMENTING STRATEGIES TO INCREASE REVENUE AND CONTROL COSTS

• Assists in the development of the Restaurant marketing plan by reviewing available data and conducting competitive surveys/recommends strategies to increase market shares/covers.

• Implements strategies to improve patronage and average check.

• Increases product sales by participating in corporate promotional programs.

• ENSURES SAFE WORKING PRACTICES

• Sets safety standards and conducts training to staff.

• Communicates standards to staff.
• Analyzes accident statistics.

• Nurtures accident prevention culture.

• ENSURES EFFECTIVE UP SELLING

• Measures sales/revenues.

• Trains staff to up sell without pressuring.

• Measures revenue gains from up selling.

• OPTIMIZES OPPORTUNITIES FOR MARKETING THE OUTLET

• Maintains liaison with Communications Department regarding VIP guests and external PR opportunities.

• Uses guest history to highlight marketing opportunities.
• Developing marketing strategies to attract new customers

• Organizing events or special offers to drive traffic sales

• GENERAL RESPONSIBILITIES

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.

• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of Timberland Highlands Resort to the public.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

COMPETENCIES & SKILLS REQUIRED

• Oral fluency in English and written
• Fluent in local language
• Confident
• Tactful
• Service Oriented
• Motivator and team builder
• Ability to work long and unusual hours