Assistant General Manager (Stillwell's - Hotel Swexan)

Hôtel Swexan•Dallas, TX

11d•Onsite

About The Position

The Assistant General Manager is responsible for the operational efficiency and profitability of a restaurant unit in Hôtel Swexan. They manage the unit within the core values, policies and guidelines established by Harwood to ensure customer satisfaction and loyalty, employee engagement and profit maximization. They organize and manage the activities of the Restaurant to maintain high standards of food and beverage quality, service, and merchandising.

Requirements

High School diploma or related field
Minimum of 3 years leadership experience in a fine dining restaurant, preferably in an upscale environment
Proven developer of people
Ability to work on feet for at least 8 hours.
Strong financial and P&L management skills
Excellent problem-solving and conflict-resolution skills
Ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role.

Responsibilities

Act as the "Restaurant General Manager" in the absence of the GM.
Monitor and coordinate the day-to-day operations of their unit during each shift and ensures all FOH and BOH SOP’s (including HACCP) are duly followed and fully executed.
Be visible, hands-on, and ensure a strong personal presence in FOH (mainly during peak hours) and BOH areas. Whenever needed, take an active part in guest’s service duties (welcoming guests, escorting guests to tables, taking guest’s orders, clearing tables, etc.).
Oversee preparation of food and beverage items.
Ensure prompt and efficient service of all meals, snacks, functions, and beverages to the required standards.
Ensure that restaurants and restrooms are clean and well maintained and that table appointments, including flower arrangements are impeccable.
Ensure the unit is adequately staffed with properly trained associates to cover day-to-day operations as well as on special occasions/events.
Ensure the timely completion of certain management duties (scheduling, administrative).
Ensure a spotless service is delivered to all guests anytime, and that their needs and expectations are fulfilled to the highest level and down to the smallest details.
Ensure guests orderings are always properly executed and delivered in a timely manner.
Take part in the unit menu design process and in the menu pricing policy.
Ensure the unit is well maintained and that all equipment’s, materials and utensils are always in perfect working conditions. Arrange for maintenance and repair of equipment and other services. Report any defect to the Restaurant General Manager.
Ensure that staffing levels are correct and to agreed standards and are not exceeded without prior consultation.
Ensure that company and statutory hygiene standards are maintained in all areas.
Review schedules for the operation of the restaurants, to ensure the highest level of guest service while also monitoring labor costs.
Make sure each guest is given a warm welcome and a fond farewell.
Make sure service team memorizes guest’s names and uses guest’s names in every guest interaction.
Meet and greet guests, build strong guest relationships, constantly inquire about guest’s satisfaction.
Make sure the service team inquires and memorizes guests’ preferences and birthday dates and records these data in the guest’s database.
Interact with VIPs, Ownership and Guests on behalf of HH – greeting VIP’s, handling special requests, etc.
Regularly review and evaluate the degree of customer satisfaction of the individual restaurant.
Constantly update guest’s database and maintain it as an effective marketing and PR tool.
Empower the team to resolve guest’s concerns in a timely manner to their full satisfaction. Resolve any guest issue that could not be handled by direct reports.
Learn from defects and incidents and implement resolutions to ensure they do not happen again. Make sure guests’ issues are recorded. Report on guests’ issues to DOO.
Monitor guest’s comments on social media (Facebook, Trip Advisor, etc.) and give appropriate feedback.
Schedule work hours for FOH associates.
Delegate and follow-up effectively.
Energize HH Division mission statement and core values among the team.
Make sure all associates are perfectly groomed and always behave according to HH codes of practice, image, and core values.
Provide overall leadership; recognize and motivate members of the team; coach and train the team for operational excellence, with priority focus on upselling and service standards.
Schedule periodic food and beverage service staff meetings to ensure correct interpretation of policies and obtain feedback from staff members.
Take part in the hiring and firing process of all associates.
Take part in the orientation process of all new associates.
Take part in the annual performance assessment process of all associates and in the setting of annual goals for direct reports.
Train and motivate staff.
Continuously evaluate the performance and encourage improvement of the personnel in the food and beverage department. Conduct training and development programs within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development.
Hold regular performance appraisals with all line staff, identifying areas for development and training needs, and ensuring that this training is affected.
Ensure that fair discipline is affected.
Be fully conversant with all statutory requirements regarding a food and beverage operation.
Be fully aware of trends in the industry and make suggestions for improvement of the food and beverage operation.
Carry out regular on-the-job training to agreed standards.
Empower direct reports and give them room to develop their skills.
Plan and administer a training and development program within the department which will provide well trained employees at all levels and permit advancement for those persons qualified and interested in career development.
Identify and estimate food and beverage supply requirements and place beverage orders with suppliers (together with Head Chef).
Check and order supplies of non-food items.
Schedule food and beverage deliveries.
Ensure that consumable and non-consumable goods are ordered, correctly stored and inventoried.
Check quality of deliveries and documentation.
Ensure that all terms and conditions of signed contracts with approved vendors/suppliers of the unit are executed and followed. Report to Restaurant GM on any contract breach.
Ensure correct storage of supplies.
Monitor restaurant sales and revenue. Responsible for total restaurant daily receipts and balance against sales, as well as deposit receipts.
Ensure cash management procedures are completed accurately.
Review and comment on daily, weekly, monthly, quarterly, and annual reports for the unit. Analyze budget variances propose corrective actions as soon as needed and implement them whenever approved.
Responsible for the unit F&B costs, as per budgeted.
Manage effective control of food, beverage, and labor costs among all outlets.
Achieve predetermined profit objectives and desired standards of quality food, service, cleanliness, merchandising and promotion.
Implement effective control of beverage and labor costs among all sub-departments.
Prepare and analyze management reports for the unit.
Attend weekly meetings with Restaurant GM and DOO.
Attend monthly meetings with HH Executive team.
Report immediately on any major product defect or any major guest issue and take all necessary corrective actions.
Ensure smooth communication with all direct reports and other Restaurants/Units GM’s.
Monitor HH Division social media activities and HH Division F&B unit’s websites. Feed HH Marketing Manager with helpful news or updates.
Identify and evaluate competitors.
Keep current with trends in the restaurant industry.
Give any lateral assistance needed for new unit’s openings.
Be always neatly dressed and groomed, and always behave and speak according to HH Division and Harwood International standards of excellence and image.
Treat all associates - in public and in private - with respect and consideration, regardless of their position or tasks.