Outlets Manager

Pyramid Global Hospitality•Westchase, FL

9d•Onsite

About The Position

The Outlets Manager is responsible for the daily leadership and operational excellence of all hotel food and beverage outlets, including the Restaurant, Gift Shop, M Club Lounge, and In-Room Dining. This salaried, exempt position requires a dynamic, guest-focused hospitality professional who leads by example, fosters a culture of positivity and service excellence, and drives revenue through outstanding team performance, upscale presentation, and consistent quality standards. The outlets overseen include the Restaurant (Full-service dining, daily specials, and guest meal experiences), Gift Shop/Coffee Shop (Retail outlet management, inventory, and merchandising), M Club Lounge (Elite guest lounge service, amenity delivery, and loyalty engagement), and In-Room Dining (IRD) (Timely, accurate, and upscale in-room food & beverage delivery).

Requirements

Minimum 3 years of supervisory or management experience in a full-service hotel or upscale restaurant environment (Required)
Prior hotel restaurant management experience strongly preferred
Demonstrated experience overseeing multiple outlets or revenue centers simultaneously
Proven track record in team leadership, scheduling, inventory management, and cost control
High School diploma or equivalent required
Bachelor's degree in Hospitality Management, Business, or related field preferred
Proficient in Micros POS system (Required)
Proficient in Microsoft Excel, Word, Outlook, and PowerPoint
Experience with hotel Property Management Systems (PMS) preferred
Ability to accurately manage computer-based systems for ordering, scheduling, and reporting
Food Service Sanitation Certification (Required or ability to obtain within 30 days of hire)
TABC or equivalent alcohol service certification preferred (Required or ability to obtain within 30 days of hire)
CPR/First Aid Certification preferred
Guest-First Mindset – Demonstrates genuine passion for delivering exceptional, personalized guest experiences
Positive Culture Champion – Fosters an environment of respect, inclusion, motivation, and team pride
Communication Excellence – Communicates clearly and professionally with guests, team members, kitchen, front desk, and leadership
Attention to Detail – Maintains uncompromising standards in service execution, presentation, and cleanliness
Upscale Brand Ambassador – Consistently models and enforces professional uniform and grooming standards befitting a full-service hotel
Adaptability – Thrives in a dynamic, fast-paced hospitality environment; adjusts seamlessly across AM, PM, and Mid shifts
Accountability – Takes ownership of outlet performance metrics, team behavior, and guest satisfaction outcomes

Nice To Haves

Prior hotel restaurant management experience strongly preferred
Bachelor's degree in Hospitality Management, Business, or related field preferred
Experience with hotel Property Management Systems (PMS) preferred
TABC or equivalent alcohol service certification preferred
CPR/First Aid Certification preferred

Responsibilities

Plan and manage work schedules across all outlets (AM, PM, and Mid Shifts) to align with hotel occupancy, demand forecasts, and budget targets.
Conduct daily stand-up meetings and pre-shift briefings to communicate critical information including covers, VIP arrivals, menu changes, and service priorities.
Monitor all outlet areas throughout each shift; take immediate corrective action to uphold service, cleanliness, and presentation standards.
Participate in the Manager on Duty (MOD) coverage program as assigned.
Ensure compliance with all hotel policies, local, state, and federal regulations, including sanitation and food safety standards.
Conduct regular inventory counts across all outlets and maintain accurate par stock levels.
Prepare and submit purchase requisitions for food, beverage, liquor, supplies, and gift shop merchandise.
Monitor and manage outlet budgets; implement cost-saving measures to achieve labor and cost-of-goods targets.
Process and communicate invoices, purchase orders, and closing reports to Finance/Accounting in a timely and accurate manner.
Evaluate cost effectiveness across all operational aspects and develop profit enhancement strategies.
Collaborate in the development and rollout of creative, seasonal, and market-driven menus across all outlets.
Lead the creation of beverage menus including craft cocktails, wine pairings, and specialty offerings.
Design and implement rotating Happy Hour programs and Daily Specials to drive revenue and guest excitement.
Provide ongoing feedback and recommendations on menu items based on guest satisfaction data, sales trends, and team input.
Maintain consistent and professional communication with the culinary team regarding food quality, item preparation, presentation standards, and upscale execution.
Verify temperatures, evaluate taste and visual presentation, and ensure consistent product standards are upheld across all outlets.
Participate in daily and weekly menu review with the kitchen team; advocate for guest-driven menu refinements.
Address and resolve food quality issues promptly, documenting outcomes and implementing corrective measures.
Actively engage with guests throughout all outlets to ensure satisfaction and deliver a personalized, upscale service experience.
Perform consistent table touches during service to gather real-time feedback and resolve concerns before departure.
Investigate and resolve food quality and service complaints with professionalism, empathy, and urgency.
Recommend and implement new guest experience initiatives to keep pace with evolving market expectations and brand standards.
Follow the Marriott Services Requirements.
Partner closely with the Front Desk team to coordinate In-Room Dining orders, F&B vouchers, amenity deliveries, group events, and reservation management.
Liaise with Finance/Accounting on invoice processing, purchase order approvals, budget reconciliation, and period-end closing procedures.
Communicate proactively with Sales, Catering, and Event teams on F&B needs for hotel functions and special events.
Promote cross-selling of all hotel outlets and amenities to guests and team members.
Interview, select, onboard, train, schedule, counsel, and develop outlet team members to maintain a high-performing, guest-centric workforce.
Lead daily stand-up meetings and departmental meetings to align the team and maintain morale and service consistency.
Conduct ongoing coaching, performance evaluations, and progressive discipline in accordance with hotel HR policies.
Champion a positive, inclusive, and culture-forward workplace that prioritizes respect, professionalism, and teamwork.
Enforce uniform and grooming standards that reflect the hotel's upscale brand image.