Director of Outlets

Scope of Position:

The Director of Outlets is responsible to administer the successful planning, organization, and coordination of all food and beverage activities in their designated outlets, while providing exceptional service. Adherence to established policies, standards and procedures is required at all times in order to achieve high levels of customer satisfaction, quality service, compliance with corporate policies and procedures and local regulations, while meeting/exceeding financial goals. 

The Director of Outlets will lead a management and service team to the common goal of providing exemplary products and services for the guest, adhering to the brand concept and exceeding the standards of the owner and the brand. In short, the Director of Outlets will lead The Americano team to be the penultimate example of greatness in products and services on the property.

The Director of Outlets coordinates with the Brand Team, the Director of Food and Beverage and Hotel Management to achieve improved operations, overcome deficiencies, and institute necessary changes to maintain superior products and services.

Requirements:

• Four (4) years' free-standing restaurant management experience
• Strong food, wine and liquor knowledge
• Excellent customer service skills
• Clear concise written and verbal communication skills in English; second language is an asset
• Fine dining experience preferred
• Luxury Hotel experience preferred
• High-volume experience preferred
• Experience opening a new venue is preferred
• A college degree is preferred
• Complete knowledge of Micros system or similar P.O.S system
• Ability to calculate/analyze data
• Basic business math and accounting skills
• Attention to detail and strong sense of urgency
• Must be proficient in Microsoft Word and Excel, including the ability to create and edit revenue projection models, schedules, and other complex spreadsheets, and to create and edit professional-looking documents in Word, such as menus, signage, and procedural instructions
• Responsibility for all opening/closing procedures of shift, including Logbook, pre-meal shift, guest comment card process, and menu engineering
• Maintain fast, accurate service, positive guest relations, and ensure products are consistent with company and brand quality standards
• Responsibility for maintaining the highest standards of service and ambiance
• Supervision of tabletop presentation for meal service
• Supervise and direct service
• Handle guest complaints in the most diplomatic manner
• Ensure food quality and 100% customer satisfaction
• Complete menu knowledge (breakfast, lunch, dinner, bar and wine pairing)
• Maintaining inventory of equipment, linen and other supplies
• Profit & Loss management by following cash control/security procedures manages labor, review financial reports, and takes any appropriate actions
• Monitor and control Micros system in appliance to guest checks and hotel report
• Monitor speed of service and exercise quality control for both food and beverage
• Schedule dining room personnel with forecasted business ensuring that staffing is adequate yet within budgetary goals
• Continuous development of industry knowledge and application of developments and trends to stay current while maintaining the highest standards
• Maintain safety by adhering to stated safety policies and handling guest and employee accidents
• Ensure compliance with the Occupational Safety & Health Act, local health and safety codes, and brand standards, and company safety and security policy
• Relate any outlet maintenance needs to the Engineering Department via work order program
• Keep storerooms in a state of readiness, cleanliness and tidiness
• Promote and maintain good employee relations between among FOH and BOH staff
• Lead efforts in recruiting, interviewing, and hiring team members; conducting performance appraisals, taking disciplinary action, motivating and training all staff
• Ensure brand and company standards on equipment, facility, and grounds are maintained by using a preventative maintenance program
• Ensure complete and timely execution of brand, corporate, and local marketing plans
• 100% responsible for Payroll
• Responsible for receiving, processing and investigating complaints made per the existing harassment policy
• Responsible for developing and implementing food and beverage promotions
• Responsible for all social media interaction
• Responsible for finalization of hiring on all levels
• Responsible for maintaining brand standards
• Complete responsibility for compliance of the Codes of Conduct
• Other duties as required by Leadership teams for the successful operation of the restaurant

Additional:

• Skills and ability to: Ability to communicate in the English language (Second language is a plus); must be a team player. Knowledge of proper chemical handling, cleaning techniques and use of equipment/ machinery, ability to work flexible schedules including holidays and weekends; able to perform multiple tasks.
• Physical Requirements: On a continuous basis, sit at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis; occasionally lift and carry items weighing up to 50 pounds.

Competencies:

The individual will be evaluated on revenue and sales goals and adherence to the above standards, as well as the following Competencies.

Creating the Dining Experience:

• Impeccable Guest Relations
• Courtesy in an authentic manner
• Contributing knowledge and making appropriate suggestions to enhance the guest experience
• Professionalism and employee presence

Offering Excellent Products and Services:

• Excellent understanding of booking and seating
• Product Knowledge
• Pairings and other Add-Ons
• Understanding of Service Components Needed
• Excellent understanding of FOH & BOH procedures, processes and needs

Business Components:

• Excellent cash handling
• Maintaining exemplary standards for health, sanitation, and safety
• Knowledge of inventory and cost-control procedures
• Understanding of escalation and reporting procedures

Leading/Managing a Team to Success:

• Identifying, interviewing and hiring the best employees in accordance with company values and fair employment practices, evaluating experience, knowledge, skills and work traits
• Developing employees through engagement and involvement
• Providing helpful, specific and ongoing feedback to employees
• Stepping in to smooth the guest experience

Creating and Maintaining the Brand Vision:

• Working with all members of the brand team to execute the brand and company goals
• Balancing leadership at the outlet with brand membership
• Knowledge of and adherence to brand policies regarding press, rumors, and sharing of confidential and/or sensitive information – and the ability to disseminate that information to all employees
• Interpreting the brand vision into action items for self and subordinates
• Ongoing development and understanding of brand ventures, activities and events at other outlets, and their impact on the individual outlet
• Ensuring consistency and quality of the brand experience for all guests
• Sharing knowledge and best practices with the brand team and management teams of other brand outlets
• Understanding, honoring and maintaining a high-quality experience for VIP guests of the brand
• Actively communicating with all stakeholders (venue, brand team, public relations, marketing, etc.) to ensure consistency of branding 
• Identifying, escalating and resolving conflicts among stakeholders

What you can expect from us: 

The annual pay range for this role is $90,000 to $105,000. This job is eligible for bonus pay. 

In return, we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.