Job Description                                            

Leads to ensure that outlets achieve financial goals and objectives and meet established service standards and guest satisfaction scores.  Responsibilities include managing and controlling all outlets operations, including the restaurant, bar, Quench, and room service.  This position ensures quality guest service and delivery to multiple points of sale.  This position is responsible for ensuring cost and labor metrics are kept in line with company objectives.  This position should also have a positive impact on associate morale by proactively leading the outlet operation by implementing training, coaching and counseling when each is necessary. 

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Support the Crowne Plaza hallmarks and standards.
2. Achieve and maintain the highest quality of food, beverage, and services in the food and beverage outlets.
3. Oversee management, budget, & operation of the food service outlets.
4. Maintain existing programs & develop new concepts which ensure high food service quality.
5. Responsible for the generation of food and beverage revenue and effective cost controls in the areas of food, beverage, and labor.
6. Ensure good safety practices and cleanliness of all outlet areas.
7. Achieve budgeted sales and maximum profitability through quality food and service.
8. Must be highly responsible and reliable. 
9. Complete forecasts, plans and departmental production reports for management.
10. Participate in the preparation of the hotel’s annual budget and the setting of departmental goals.
11. Manage day-to-day outlet activities, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
12. Educate and train team members in compliance with brand standards, service behaviors, and governmental regulations. Ensure staff have the tools, training and equipment to carry out job duties.
13. Promote teamwork and quality service through daily communication and coordination with other departments. Assist sales with special events and site visits.
14. Recommend and/or initiate salary, disciplinary or other staffing/human resources-related actions in accordance with company rules and policies.
15. Solicit guest feedback to improve food and presentation quality, as well as quality of service.
16. Responsible to pursue and achieve acceptable IHG and social media scores in all areas of the outlets.
17. Address customer questions and issues relating to outlets service.
18. Responsible to partner with Executive Chef for menu planning and food and beverage coordination.
19. Ensure the cleanliness and organization of all outlets and expo area.
20. Ensure guests have an excellent experience and that all guest concerns are handled fully and immediately. 
21. Ability to cross function in every position of the outlets.
22. Responsible for ensuring employee job assignments are complete, including opening and closing duties for each position.
23. Maintain communication among departments, shifts and management.
24. Maintain appropriate labor costs.
25. Interact with guests to ensure satisfaction with quality.
26. Ensure and assist in the training of new employees and ongoing training of established employees.
27. Oversees and controls the cash management and handling within the outlets.
28. All other duties as required.

Competencies

1. Ability to ensure proper food service according to the hotel standard and guest expectations.
2. Ability to multitask and accomplish a heavy work load in a timely manner while under pressure.
3. Ability to adhere to and enforce company policies and procedures.
4. Have the ability to connect with people quickly in an outgoing, friendly manner.
5. One must have persuasive communication skills to gain the interest and involvement of others in the work process.
6. One should have a sense of urgency.
7. Have the ability to get work done in complete, accurate detail and in accordance with company standards.
8. Balance the needs of the operation, administration and colleagues.  
9. One should have a faster than average work pace.
10. Possess strong written and oral communication skills.
11. Have the ability to train, teach, and motivate a team.
12. One must be available for the demands of the business including nights, weekends and holidays.

Education & Experience

1. BS/BA Degree or equivalent experience required.
2. 5+ Years of hotel restaurant management experience.
3. Technical knowledge of restaurant and bar operations.
4. Micros experience preferred.

Work Environment

This job operates in the restaurant, outlets, and kitchen area.  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. One will be subjected to wet floors, temperature extremes, and loud noises.  Must be able to bend, stoop, lift, and carry up to 40 pounds on a regular basis.  Must be able to stand for long periods of time and move from area to area in the outlets, kitchen, and offices.

Position Type/Expected Hours of Work

This is a full-time non-exempt position with expectation to work necessary business hours to ensure business needs are met during the operation of the Restaurant and Outlets. 

Travel

This position requires up to 5% travel within local area.

Supervisory Responsibilities

Manages and controls all outlets operations, including the restaurant, bar, Quench, and room service.  Oversees assistant managers, supervisors, and line staff in the outlets department.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.