• Follow policies and procedures outlined in the Erdi/Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals. 

• Treat complaints of harassment and discrimination promptly and confidentially. 

• Provide efficient, friendly and professional service to all guests. 

• Follow all food and beverage standard operating procedures. 

• Oversee the allocation of restaurant sections / tables and other duties for all staff for each meal period. 

• Maintain a significant presence in and oversee the smooth operations of all the F&B outlets. 

• Responsible for ensuring Supervisors conduct a detailed check of the outlets prior to service periods, ensuring they have been set to all product specifications and meets acceptable standards of hygiene and cleanliness. 

• Oversee the supervision of all F&B Staff - ensure Supervisors prioritize tasks and delegate duties efficiently and fairly, co-ordinate meal breaks, start and finish times. 

• Ensure staff presentation is consistent with staff handbook; uniforms correctly presented and name badges worn. 

• Ensure that you oversee all Supervisors plan ahead during each day, prepare for peak service times and ensure you have sufficient staff and equipment ready for these periods. 

• Take a pro-active ‘hands on’ approach, particularly during busy periods, assisting with taking and delivery of orders, clearing of tables and restocking of buffets as necessary. 

• Ensure all F&B staff are accurately recording and balancing shift takings at the end of each shift - investigate any cashier discrepancies prior to takings being deposited in the safe and ensure the F&B Manager is informed of any discrepancies. 

• Resolve guest complaints regarding service within your level of authority and pass relevant information onto the Duty Manager or F&B Manager for follow up action where necessary. 

• Ensure all F&B outlets are efficiently staffed and staffing requirements meet business needs. 

• Assist the F&B Manager with reviewing, implementing and communicating to staff changes to Training Programs, Checklists, Procedures, Product Specifications and Systems as required. 

• Assist with staff induction and on-the-job training, utilising Training Programs, Procedures and Product Specifications where necessary. 

• Have a complete and thorough knowledge of menus and daily specials. 

• Have a complete and thorough knowledge of wine lists and beverage selections. 

• Increase restaurant sales by making beverage or food suggestions to up sell, offering & selling additional item e.g. side dishes, dessert etc . 

• Actively encourage all restaurant, cafe and bar staff to make beverage suggestions to guests with the aim of up-selling and increasing beverage spends. 

• Oversee the kitchen pass during busy service periods in conjunction with the senior Chef on duty to ensure the efficient flow of meal service. 

• Oversee all F&B outlet operations, ensuring efficient and friendly service and the delivery of consistent and high quality food & beverage products to both internal and external customers. 

• Participate in the recruitment of F&B outlet staff in conjunction with the F&B Manager. 

• Recognise and suggest opportunities for operational efficiencies aimed at reducing costs in order to maximise outlet profits. 

• Ensure daily cleaning procedures, temperature checks and checklists are in place and being utilised and that a regular spring cleaning program is maintained. 

• Conduct pre-service briefings on a per shift basis for all outlet staff to communicate information such as delegated sections, daily menu changes, seasonal promotions, special events and entertainment, VIP guests, average spends (and targets) and guests comment results etc. 

• Report any significant breakages to restaurant/outlet equipment or furniture to the F&B Manager. 

• Assist with the rostering of all outlet staff - maintain manning levels in line with budgets and occupancy forecasts and roster according to the certified agreement. 

• Ensure all F&B staff are trained in and practise Responsible Service of Alcohol (RSA) at all times. 

• Assist in the mentoring and ongoing training of F&B staff and assisting in completing their development plans 

• Assist in the preparation of F&B staff appraisals.  

• Supervise and oversee the successful completion of the 'Build Me' training programme and actively promote this with F&B staff. 

• Oversee functions sets and that all rooms meet the event order. 

• Supervise the operations of all ongoing wine dinners. 

• Attend Staff Performance Reviews and Counselling Sessions with the F&B Manager for the purposes of preparing documentation relating to these meetings. 

• Training all staff in all areas of service 

• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.  

• Use safe manual handling techniques, practice safe work habits following Accor Health, Safety and Environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment. 

• Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Supervisor or the Manager on Duty and record on the appropriate Accident Report form immediately following accident.  

• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your Supervisor and record on appropriate maintenance report form.  

• Any other reasonable request within your range of competence as required by Hotel Management. 

  Communication  

 Listens, interprets and responds appropriately to guests/ peer and management requirements  

 Displays the ability to adjust communication style in line with audience  

 Ensures mutual understanding  

Service Orientated  

 Is accessible at all times whilst on shift  

 Actively seeks to understand guest needs and expectations  

 Responds quickly to meet guest needs and resolve issues  

 Builds positive relationships with guests  

 Shares information with guests to build their awareness and enhance their experience  

Conflict Resolution  

 Listens attentively to understand the situation  

 Demonstrates control of emotions and reactions  

 Seeks and presents potential solutions in line with policies and procedures  

 Takes positive action to resolve issues  

 Escalates issues to a supervisor/ team leader as required  

Feedback  

 Actively engages with guests to encourage feedback  

 Open and positive approach to receiving feedback  

 Proactively addresses feedback to enable continuous improvement for guest experience  

Teamwork  

 Contributes to the efficient operation of the team  

 Builds good working relationships amongst team members  

 Fosters effective communication and cooperation  

 Reports operational issues as required  

 Raises any team issues with a supervisor/ team leader  

Job Performance  

 Ensures service, presentation and delivery is in line with Erdi processes and procedures  

 Provides professional and expedient service to customers  

 Successfully undertakes all duties associated with the role  

 Demonstrates sound product knowledge  

Work Standards  

 Maintains a consistent, current and accurate knowledge of facilities, policies and procedures  

 Adheres to all instructions given by manager/ supervisors/ team leaders  

 Promotes a safe, healthy and secure work environment (HSE)  

 Ensures food safety policies and procedures are maintained  

 Is presented according to Erdi grooming standards and dressed appropriately in their uniform at all times.  

 Attends all rostered shifts and follows necessary procedures to inform management if unable to attend  

 Signed in and ready to start shifts on time  

 Takes scheduled breaks in line with Erdi policy