TEAM LEADER - FOOD BEVERAGE

Customer Service

• Ensures the delivery of brand promise and provides exceptional guest service at all times.

• Provides excellent service to internal customers in other departments as appropriate.

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

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

• Establishes a rapport with guests maintaining good customer relationships.

Operational

• Ensures that minimum brand standards have been implemented.

• Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.

• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

• Ensures that Food and Beverage team members work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.

• Assists in conducting monthly inventory checks on all operating equipment and supplies.

• Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.

• Ensures that the restaurant is kept clean and organized, both at the front as well as the back of house.

• Assist to liaise with the Kitchen and Beverage Department on daily operations and quality control if appropriate.

• Performs the function of cashier and responsible for Micros cashiering procedure.

• Makes necessary checks needed for specific events or functions.

• Be a hands-on supervisor and be present at all times in the Restaurant, especially during busy periods.

• Assists with conducting monthly inventory checks on all operating equipment and supplies.

• Assists to liaise and organize with Housekeeping Department that the cleaning schedules are strictly adhered to.

Personnel

• Oversees the punctuality and appearance of all Food and Beverage associate, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

• Maximizes the effectiveness of associates by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

• Encourages associate to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

• Ensures that all associate have a complete understanding of and adhere to employee rules and regulations.

• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

• Supports the action plans as a result of the Employee Engagement Survey.

Other Duties

• Attends and contributes to all training sessions and meetings as required.

• Exercises responsible behavior at all times and positively representing the hotel team and Hyatt International.

• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.

• Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

• Ensures high standards of personal presentation and grooming.

• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.