Food And Beverage Operations Manager, Orange County/La (In-Market Osr)

Marriott International Bethesda , MD 20813

Posted 5 months ago

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?


Members of the Operations Support Resources team will be deployed to temporary assignments of varying durations (based on specific hotel needs) as directed by CLS Leadership. This job is designed to "fill the gaps" in the operations of our hotels as identified by leadership.

This job will require members of the team to travel extensively; however, relocation is not expected. The time in position requirement will follow the standard company policies. Performance will be evaluated after each assignment via an appraisal from the General Manager/Department Head of the hotel where the assignment occurred.

Operations Support Resources associates are expected to demonstrate professional demeanor and behavior at all times as the associate represents the Continent Lodging Services organization of the Americas.

Management position responsible for daily operations in Restaurants, Bars, Food Outlets, Room Service. Position assists with menu planning, maintains sanitation standards, assists servers and hosts on the floor during peak meal periods and supervises shifts for Restaurants, Bars, Food Outlets and Room Service. Accountable for supporting compliance with brand standards and legal obligations. Directs and motivates team to provide consistent, high quality service. Provides clear communications and sets performance expectations for associates. Identifies training opportunities and plans a strategy to accomplish goals. Assists more senior managers in completion of financial and administrative duties. Strives to continually improve guest and associate satisfaction and maximize financial performance of the F&B operation.


Managing Food and Beverage Operations Activities associated with Restaurant, Bar/Lounge, and other Food and Beverage Outlets

  • Opens and closes restaurant, bar, or food and beverage outlet shifts.

  • Supervises operations for all related areas in the absence of Director or Sr. Manager.

  • Demonstrates self-confidence and enthusiasm.

  • Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.

  • Adheres to and reinforces all standards, policies, and procedures (Core Deliverables, SOPs, LSOPs, etc.).

  • Applies and continually broadens knowledge of food and wine trends, and overall event presentation.

  • Communicates and executes departmental and hotel emergency procedures and monitors staff readiness with regard to safety procedures.

  • Ensures all associates have proper supplies, equipment and uniforms.

  • Ensures compliance with all Bar/Lounge and restaurant policies, standards and procedures.

  • Implements agreed upon beverage policy and procedures throughout the hotel.

  • Maintains food handling, sanitation and cleanliness standards.

  • Maintains clean and pristine facilities and equipment.

  • Maintains standards for bartender and cocktail service.

  • Monitors departmental inventories and assets including par levels and maintenance of equipment.

  • Monitors and enforces compliance with all local, state and Federal beverage and liquor laws.

  • Performs all duties of restaurant associates and related departments as necessary.

  • Reports malfunctions in department equipment.

  • Trains staff on cash handling, credit policies and procedures, and liquor control policies and procedures.

  • Motivates and encourages staff to solve guest and associate related concerns.

  • Attends and participates in all pertinent meetings (e.g., Daily Stand Up, Staff, Forecast, Department and Intradepartmental).

  • Handles associate questions and concerns.

  • Understands beverage control including days on hand, perpetual inventory, bar pars, portion control, costs controls, beverage potentials, mix of sales analysis for beverage, issue & returns, food standards, and period end inventory.

  • Comprehends budgets, operating statements, and payroll progress reports as needed to assist in financial management of the department.

  • Manages day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.

  • Assists with developing menus and promotions relevant to outlet concept and local market as necessary.

  • Projects supply needs for the department

Leading Food and Beverage Operations Teams in Day to Day Activities, Holding Teams to High Work Standards, and Modeling Those Standards

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

  • Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

  • Participates in department meetings by communicating a clear and consistent message regarding the departmental goals to produce desired results.

  • Provides a learning atmosphere with a focus on continuous improvement.

  • Provides excellent customer service to all associates.

  • Provides proactive coaching and counseling to team members.

  • Provides feedback to associates based on observation of service behaviors.

  • Develops specific goals and plans to prioritize, organize, and accomplish your work.

  • Responds quickly and proactively to associate's concerns.

  • Participates in the management of department's controllable expenses to achieve or exceed budgeted goals.

  • Ensures and maintains the productivity level of associates.

  • Demonstrates knowledge of the brand-specific service culture.

  • Oversees F&B Team Leaders and support staff, culinary, restaurant, beverage and room service operations.

Managing Profitability

  • Manages to achieve or exceed budgeted goals.

  • Responsible for daily and cumulative financial performance.

  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.

  • Schedules service staff to forecast and service standards, while maximizing profits.

  • Assists team in developing lasting relationships with groups to retain business and increase growth.

  • Uses beverage records to control liquor costs and manage the beverage perpetual inventory.

Managing Day-to-Day Event Operations associated with Banquets, Event Services and Event Technology on an as needed basis

  • Ensures meeting and event rooms/space are set according to event documentation (Banquet Event Orders, resumes, etc.) and customer requirements.

  • Maintains attendance log for Banquet and Event Services associates.

  • Maintains and enforces established sanitation levels.

  • Acts as a liaison between Banquets, Event Planning, Event Delivery teams and the group contact throughout the event.

Attends pre-event meetings as needed to understand group needs.

  • Attends pre- and post-convention meetings as needed to understand group needs

  • Attends pre-event meetings as needed to understand group needs.

  • Communicates critical information to Banquet and Event Services Teams and any issues regarding food quality and service levels to Chef and Restaurant Manager.

  • Participants in monthly department meetings with the Banquet captains and associates.

  • Delegates tasks to ensure room sets are "on time" and meet Event Management Standards.

  • Ensures associate awareness of the event phase portion of the Event Satisfaction Survey and Guest Satisfaction Scores.

  • Ensures candy rotation on all meeting room sets (if applicable).

  • Ensures Red Coat program is in place in accordance with Catering Event Service minimum standard.

  • Establishes consistent standards for regular meeting room sets and VIP meeting room sets.

  • Conducts routine maintenance to ensure a quality meeting facility and function room inspections prior to each function to ensure the room is set according to specifications.

  • Adheres to and reinforces all standards, policies, and procedures (Core Deliverables, SOPs, LSOPs, etc.).

  • Uses banquet beverage tools to guide banquet beverage supervisor in controlling liquor costs, managing the banquet beverage perpetual inventory and requisitioning liquor.

  • Assists in maintaining the inventory of meeting and event rooms/space amenities (e.g., pads, pens, candy, water service) and other controllable supplies.

  • Works with Event Planning team to ensure flawless delivery of events.

  • Assists with the Event Technology/Audio Visual team when necessary in order to ensure customer satisfaction.

  • Leads shifts and actively participates in the servicing of events.

  • Attends and participates in all pertinent meetings (e.g., Daily Stand Up, BEO, Staff, Forecast, Department and Intradepartmental).

  • Conducts meeting/event room inspections prior to each event to ensure the room is set according to specifications.

  • Maintains cleanliness and sanitation standards in all event operation areas.

  • Manages departmental inventories and assets including par levels and maintenance of equipment.

  • Orders supplies for the department (e.g., china, glass, silver, buffet equipment and other service equipment needs).

  • Schedules Banquet and Event Service staff to forecast and service standards, while maximizing profits.

  • Coordinates routine maintenance to ensure a quality meeting facility.

  • Practices and executes brand specific meeting services program per Brand Standard (Redcoat Program, PlumPerfect Program, etc.)

  • Solves problems and/or suggest alternatives to previous arrangements if necessary.

  • Applies knowledge of all laws, as they relate to an event.

Providing Exceptional Customer Service

  • Responds quickly and proactively to customer concerns.

  • Interacts with customers to obtain feedback on product quality and service levels.

  • Sets a positive example for customer relations.

  • Strives to improve service performance.

  • Supervises staffing levels to ensure that customer service, operational needs and financial objectives are met.

  • Reviews comment cards and guest satisfaction results with associates.

  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

  • Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

  • Empowers associates to provide excellent customer service.

  • Ensures that all associates, team leaders and managers understand the brand's service culture.

  • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

  • Provides services that are above and beyond for customer satisfaction and retention.

Assisting in Human Resource Activities

  • Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.

  • Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.

  • Assists more senior managers in establishing guidelines so associates understand job expectations and parameters.

  • Participates in an ongoing associate recognition program.

  • Supports training when appropriate.

  • Communicates and executes departmental and hotel emergency procedures and ensures staff are trained in safety procedures.

  • Observes service behaviors of associates and provides feedback to individuals.

  • Reviews comment cards and guest satisfaction results with associates.

  • Schedules associates to ensure shift coverage and meet business demands and productivity goals.

  • Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job

  • Ensures hotel policies are applied fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

  • Solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns.

  • Participates in the associate performance appraisal process, assisting with the completion of annual performance reviews.

  • Ensures recognition is taking place across areas of responsibility.

  • Participates in the development and implementation of corrective action plans.

  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Additional Responsibilities as Assigned

  • Complies with all corporate accounting procedures.

  • Performs additional duties, departmental and/or total hotel related, as assigned and requested.

  • Analyzes information and evaluating results to choose the best solution and solve problems.

  • Ensures effective departmental communication and information systems through logs, department meetings and hotel meetings.

  • Travel required, approximately, 95%

  • Assists GM as needed with annual Quality audit.

  • Participates in key decision making with Executive team.

  • Recognizes good quality products and presentations.

  • Oversees the financial aspects of the department including purchasing and payment of invoices.


Education and Experience

  • High school diploma or GED; 4 years experience in the Food and Beverage, Culinary or related professional area.
  • 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 3 years experience in the food and beverage, culinary or related professional area

Technical Knowledge and Skills Demonstrated on the Job (preferred but not required upon entry)

  • Running a shift, scheduling, Performance Manage PAF's, Problem Solving (Guest complaints; scheduling, financial and logistics), Managing day to day operational performance, some departmental financial management responsibility requiring Financial Literacy, Hospitality Skills

Certifications Earned on the Job (preferred but not required upon entry)

  • Food Safety Certification

  • Required One of the following: National Registry of Food Service Professionals, ServSafe, Prometric, CRFA-NFSTP (Canada only)

  • TIPS

  • BarArts

  • Beverage Certification

  • Menu Engineering

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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Food And Beverage Operations Manager, Orange County/La (In-Market Osr)

Marriott International