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TASKS, DUTIES & RESPONSIBILITIES
Understanding the companies Policies, Procedures, Operational and Financial Principles and the
components involved in the day to day operations of the Food & Beverage Departments.
- Timely analysis of Food & Beverage Prices in relation to competition.
- Establishing targets, key performance indicators, schedules, policies and procedures.
- Identify customers’ needs and respond proactively to all of their concerns.
- To co-ordinate with all Conference group planners, their specific group requirements with the services & facilities offered. This includes proposals, contracts, estimated and actual function statements, the chief is to be included in food related discussions.
- Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork.
- Share accountability for Food and Beverage control and the related results.
- Contribute to producing and driving an annual business plan for the F&B department incorporating a yearly marketing plan and an associated budget.
- Assists to compiling an annual financial budget for the F&B department with the input of the General Manager.
- Ensures that the restaurants & Bars is ready for guests by checking overall condition of guest areas regularly.
- Assists in keeping records and maintaining filing systems within the Food and Beverage Department.
- Is familiar with all equipment relating to the Conferencing functions (e.g. Projector, Wifi, Web camera, microphone).
- Ensures that the working area and station are stocked with “mise-en-place” and kept clean and tidy at all times.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction
- Guest needs and requests are anticipated and acted upon immediately in an efficient manner.
- Respond to any reasonable tasks as assigned by superiors.
- Complete all duties and ensure a concise hand over.
- Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards and Accor Policies & Procedures Manual.
- Suggest any improvements that could be made to improve existing systems and procedures.
- Responsible for shift cash ups and that all monies, paperwork and POS reports are formulated and submitted to the finance department as per company policy.
- Ensure that the POS systems operates effectively and accurately, are programmed correctly and all billing in the department accurate and precise. Report and action any discrepancies immediately.
- Ensure that consumable and non-consumable goods are taken care of and correctly stored.
- Assist with maintaining inventories and par stocks for all areas and assist with placing orders based on business needs and budgetary concerns.
- Conduct stock takes of the department as per company policies and procedures. Assist with the preparation of reports timeously.
- Ensure all front and back of house areas operate effectively and efficiently and maintain the highest level of cleanliness, safety and hygiene.
- Notify the F&B Manager and General Manager of any complaints that were received and how they were solved.
- Assist with waiter service to Guests, advising Guests on menu and wine choices.
- Be completely familiar with all menu’s, beverage lists and service offerings to provide prompt and efficient service of all meals, functions and beverages to the required operating standards.
- Together with the F&B Manager organize and supervise the shifts of the department, ensuring that staffing levels are correct and to agreed standards.
- Confers with team members regarding last minute arrangements to co-ordinate with kitchen production.
- Processes cash, credit card or MOMO payments and returns change to customers if necessary.
- Answers questions about menu items, ingredients, and pricing.
- Fully familiarized with all the Hotel & Company Policies & Procedures, as well as all the Accor programmes offered such as Loyalty programmes, audit and service measurement programmes.
GUEST SATISFACTION
Ensures that all guests are welcome in a professional, efficient and courteous manner.
- Liaises with all guests, ascertaining their requirements and co-coordinating these needs to the standards laid down by the companies Policies & Procedures.
- Greets guests in a warm and friendly manner.
- Answers calls in a professional manner and within 3 rings.
- Follow-ups are done to ensure the guest’s request, query or needs has been actioned and guest is satisfied.
- To have thorough knowledge of all facilities and services offered by the lodge.
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RESPONSIBLE BUSINESS
- Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities.
- Promotes the Responsible Business programme to guests at all times using the Accor “Planet 21” principles.
- Is actively involved in finding ways of reducing waste, plastic and minimizing energy usage.
- Work closely with the hotel in participating where possible in community-based projects.
- Maintain awareness of new initiatives and the continuously growing social economic Program of the hotel.
- Participate and actively control all forms of waste and ensure accurate recycling of all glass, papers, plastics, aluminum, and steel form all areas to waste
- Actively participate in the Food & Beverage waste program of the Hotel.
HEALTH AND SAFETY
- Be familiar with the companies Health & Safety Policies & Procedure and any other related laws.
- Adheres to all Health & Safety regulations, Policies & Procedures and ensure that all staff adheres to these regulation, policies & procedures.
- Ensure a strong Health & Safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by the Rwandan Labor Law and the companies Policies & Procedures.
- Ensures that all potential and real hazards are reported and reduced immediately.
- Fully understands the hotel’s fire and emergency Policies & Procedures.
- Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
- Stimulates and encourages a general awareness of health and safety.
- Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening.
- Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department.
- Act as employee representative on the Health & Safety committee.
- Ensure all front and back of house areas operate effectively and efficiently and maintain the highest level of cleanliness, safety and hygiene
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HUMAN RESOURCES
Maintain the highest standard of appearance and social skills in according to the companies Human Resources Policies & Procedures.
- Be familiar with the staff handbook, house rules, Code of Conduct, Health and Safety Policies & Procedures pertaining to your area of responsibilities.
- Be familiar with the company’s Disciplinary codes.
- Contributes to identifying and implementing employees training schemes to ensure that standard company operating standards and procedures and employment equity targets are met
- Completes specified employee appraisals at regular intervals.
- Share responsibility for performance management of departmental staff.
- Well-groomed at all times and dresses in accordance to the Company uniform and name badge issued to you and your subordinates.
- Attends training as and when required.
- Conducts relevant training sessions of standards, and the companies Policies & Procedures to your areas of responsibilities.
- Attends all relevant departmental meeting or other relevant scheduled meeting.
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