1. Ensures that all Associates deliver the brand promise and provide exceptional guest service at all times.

2. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

3. Maintains positive guest and colleague interactions with good working relationships.

4. Establishes a rapport with guests maintaining good customer relationships.

5. Personally and frequently verifies that guests in the Outlet are receiving the best possible service.

6. Spends time in the Outlet (during peak periods) to ensure that the Outlet is managed well by the respective Associates and functions to the fullest expectations.

7. Maximises Associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

8. Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

9. Ensures that the outlet is operated in line with maximising profit while delivering on the brand promise.

10. Achieves the monthly and annual personal target and the outlet’s revenue.

11. Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

12. Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

13. Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.

14. Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

15. Prepares with the Outlet team, a yearly marketing plan which is the basis of the Food and Beverage Annual Marketing Plan.

16. Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations
17. remain competitive and cutting edge.

18. Ensures that minimum brand standards have been implemented.
19. Carries out any other reasonable duties and responsibilities as assigned.