Job Description

POSITION SUMMARY

Entry level management position that focuses on supporting the day to day activities in Restaurant outlets, Room Service and Bar/Lounge. Position supervises daily restaurant operations; assists with menu planning, maintains sanitation standards, assists servers and hosts on the floor during peak meal periods; and supervises Room Service and Bar/Lounge departments where applicable.  Position assists in ensuring guest and associate satisfaction is achieved while maintaining the operating budget.

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Operations/Property Management 

• Performs all duties of restaurant associates and related departments as necessary. 

• Supervises daily shift operations and ensures compliance with all restaurant policies, standards and procedures.
• Opens and closes restaurant shifts and ensures completion of assigned shift checklist and other duties.
• Meets and greets guests and sets and exemplary example of guest service.
• Assists servers and hosts on the floor with guests during meal periods and high demand times.
• Programs daily menu specials and changes in the point of sale system.
• Assists with developing menus and promotions.
• Runs and interprets department reports as necessary.

• Supervises restaurant and all related areas in the absence of the Director of Restaurants or Restaurant Manager.
• Ensures staff understands local, state and Federal liquor laws; monitors alcohol beverage service in compliance with local laws.
• Assists with the handling and service of all bookings of restaurant parties and room service hospitality suites.
• Conducts pre-meal briefings with the Chef and Restaurant Managers to educate restaurant staff on menu items including ingredients, preparation methods and unique tastes.
• Communicates areas in need of attention to staff and follows up to ensure follow through and attention to detail.
• Operates all department equipment as necessary and reports malfunctions.

• Purchases appropriate supplies and manages inventories according to budget.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Develops schedules for staffing according to occupancy and season
• Develops railroad-cleaning schedules for associates; ensures associates follow cleaning schedules and keep their work areas clean and sanitary.
• Maintains food handling and sanitation standards.
• Ensures all associates have proper supplies, equipment and uniforms.
• Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures. 
• Participates as needed in the investigation of associate and guest accidents.
• Understands and complies with loss prevention policies and procedures.

Guest Satisfaction

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Empowers associates to provide excellent customer service within guidelines.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Assists in the review of comment cards or restaurant questionnaire and guest satisfaction results with associates.
• Communicates to Chef and Restaurant Manager any issues regarding food quality and service levels.
• Follow up on food or service issues reporting to Chef or Restaurant Manager

Human Resources

• Participates as needed in the interviewing and hiring of restaurant associate team members with the appropriate skills.
• Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
• Trains associates on responsible beverage service (TIPs or other approved program).
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Participates in the associate performance appraisal process, giving feedback as needed.
• Coaches and counsels associates regarding performance on an on-going basis.  Handles associate progressive disciplinary procedures as required.
• Handles associate questions and concerns.
• Participates in department meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
• Participates in an on-going associate recognition program.

Sales and Revenue Management

• Supports and assists with new concepts and promotions for the Restaurant outlets and Room Service.
• Supervises associate incentive programs for upselling and marketing promotions.
• Participates in weekly sales strategy forecast meeting to anticipate service and staffing needs. 
• Monitors actual and projected sales on a daily basis.  Reviews meal period covers, room capture ratios and average check to ensure revenue goals are met or exceeded.  Identifies and addresses opportunities as needed.
• Provides feedback on menu sales trends to Restaurant Manager and Chef.

Financial Management

• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.  Manages payroll administration.
• Participates in the management of department's controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of department’s operation on the overall hotel financial goals an objectives and manages to achieve or exceed budgeted goals.

Other

• Performs other duties as assigned to meet business needs.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Interpersonal Skills
• Diversity Relations
• Strong customer and associate relation skills

Communications

• Communication

• Listening
• English and Language Proficiency
• Basic German
• Effective influence skills
• Good presentation and platform skills

Skills and Knowledge

• Knowledge of restaurant operational procedures
• Understanding of Restaurant, Bar/Lounge, Room Service and Banquet department procedures
• Knowledge of basic sanitation requirements and food handling safety standards
• Financial management skills
• Knowledge of overall hotel operations as they relate to restaurant outlets
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of governmental regulations and safety standards

Organization

• Multi-Tasking
• Ability to effectively manage labor productivity
• Strong organization skills

Personal Attributes

• Information Retention
• Effective decision making skills
• Effective problem-solving skills

​PREFERRED QUALIFICATIONS

Education

High School Diploma or equivalent required; Bachelor’s Degree preferred

Hospitality Management Degree beneficial

Certifications as required to comply with local, state and health codes, i.e., food safety and alcohol awareness

Related Work Experience

Entry level management position

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.