Rotana Hotels & Resorts - Service Operations Manager

Roles and Responsibilities

We are currently seeking ambitious, dynamic, self-motivated Food & Beverage professionals who assist in organizing and directing a team that develops top-quality food & beverage products, with prompt, accurate, and personalized service.
As an Operations Manager i/c Culinary & Service, you are responsible for managing the assigned bar/nightclub to achieve customer satisfaction and quality service while meeting or exceeding financial goals. Your role will include key responsibilities such as:
Prepare schedules for all employees according to the forecast and within the limits of the staffing guide to ensure adequate manpower at all times.
Conduct regular training sessions with the assigned team in line with departmental SOPs.
Evaluate the performance of the assigned team and initiate internal development and promotions.
Responsible for the timely setup of the assigned Food & Beverage outlet according to the meal settings and in line with the opening hours.
Handle the welcome and seating of arriving guests with the assistance of the Hostess.
Maintain a professional and friendly relationship with the outlet patrons.
Establish and update the outlet's database of regular guests.
Tour the outlet and all related areas frequently, ensuring the highest possible cleanliness and maintenance standards.
Be actively involved in the outlet's promotional activities.
Supervise the Outlet Kitchen in the preparation and presentation of all food items in accordance with the hotel's SOPs and standardized menu guidelines.
Monitor regular standards of production to ensure the highest level of quality.
Monitor all aspects pertaining to the control of the hotel's food cost.
Participate in drafting concept ideas and menus for all special events and functions while encouraging all employees to put forward their ideas and utilizing them wherever practical.
Ensure HACCP standards are implemented and follow the appropriate hygiene standards as per Municipality requirements at all times.
Ensure consistent on-the-job training sessions for culinary colleagues and promote health and safety.
Approve requisitions for beverages, condiments, general supplies, and guest supplies, taking into consideration established stocks.
Skills
Education, Qualifications & Experiences
You should be a college/university degree graduate with a minimum of two years of experience in a similar role. You must be computer literate with effective communication skills and an excellent command of written and spoken English.
Knowledge & Competencies
The ideal candidate will be a trendy, outgoing, and easily approachable professional with a solid beverage background and a passion for quality and excellence. You will be creative and eager to share your desire to achieve the highest quality service standards with guests and team members, with a wide knowledge of today's competitive market. You should possess the following competencies:

Understanding Hotel Operations
Effective Communication
Planning for Business
Desired Candidate Profile

Key Responsibilities
Overseeing Daily Operations :
Manage and supervise daily operations across multiple departments (e.g., front desk, housekeeping, food and beverage, maintenance, guest services).
Ensure high standards of service and quality are maintained throughout the guest experience.
Monitor operations and make necessary adjustments to improve efficiency, customer satisfaction, and operational performance.

Staff Management :
Oversee the recruitment, training, and development of staff members across various departments.
Provide leadership, guidance, and motivation to the team, ensuring they understand their roles and responsibilities.
Conduct performance appraisals, provide feedback, and address any issues related to team performance.
Organize and lead staff meetings to ensure that all team members are aligned with the company's objectives and standards.

Customer Service Excellence :
Ensure that customers receive exceptional service and that their needs and expectations are consistently met or exceeded.
Address guest complaints, resolve issues quickly, and ensure that customers leave with a positive impression of the business.
Implement service standards and ensure that all employees are trained to deliver consistent service.

Budgeting and Financial Management :
Monitor and control operational costs to ensure the business stays within budget.
Assist in preparing and managing budgets for various departments, ensuring effective cost management and resource allocation.
Review financial reports and performance metrics to identify areas for improvement or opportunities for cost savings.
Maximize revenue generation opportunities, such as upselling services, events, and room bookings.

Process Optimization :
Analyze current operational processes to identify inefficiencies and implement improvements.
Develop and implement operational procedures that enhance productivity, reduce waste, and improve the guest experience.
Monitor the performance of equipment, systems, and technology to ensure everything is functioning correctly.
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