OBJECTIVE:

• Supervising the outlet section service in accordance with Kandima Resort Standards
• This position is concerned with assisting in supervising the outlet and or section working to maximise guest satisfaction in accordance with the Kandima Resort and outlet standards.

LOCATION:

Kandima Maldives

REPORTS TO:

Director of Food and Beverage.

KEY DUTIES / RESPONSIBILITIES:

• To maintain a high customer service focus by approaching your job with the customers always in mind and being proactive in a timely manner towards their needs and requests.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.
• Checks on an-on going basis that station, service, and cleaning in the outlet (back and front of the house) are of the highest standards and takes any necessary corrective action.

• Ensures the availability of all beverage items (including cigar, cigarettes) and suggests the best alternative in case of shortage.
• Ensures that all orders are correctly entered in system and that all checks are entered accordingly.
• Checks beverage requirements, maintain of the stock and monthly stock take.
• Ensures outlet areas are correctly set-up as per standards prior each service.
• Maintains cleanliness in all working areas in accordance with established standards.
• Discusses menu content and wine list, recommending wines to accompany food, displaying a sound knowledge of the products, their vintages and characteristics.
• Presents, offers, prepares and serves brandies, liqueurs & cigars.
• Assigns operational responsibilities to subordinates and follows up.
• Is aware of requirements in terms of food safety and hygiene standards and checks that these standards are implemented and maintained in all service and guest areas, and takes any necessary corrective action.
• Report maintenance request to relevant department within the set procedure and follow up through appropriate channels.
• Ensures that customer satisfaction is at the highest possible level through full implementation of standards, attention to details and personal attention to customer needs.
• Gets feedback from customer on an on-going basis, and suggest corrective actions to the Food & Beverage Operation Manager.
• Handles queries and complaints in a timely, efficient and diplomatic manner. Records them in log book.
• Maintains a consistent high customer service focus, for oneself and team.

KEY RESPONSIBILITIES:

Service

• To be fully familiar with the Service Standards and to follow these standards of service as they apply to our F&B Department.
• Follows Kandima Resort Operating Standards at any time, in the outlet.
• Follows the established service sequence.
• Takes and processes Beverage orders from guests.
• Has thorough menu and F&B product knowledge.
• Handles guest inquiries and complaints.
• Completes all side work and duties assigned.
• Completes opening and closing procedures as assigned.
• Replenishes supplies as assigned.
• Ensures that the restaurant and side stations are properly set up and maintained in a clean and orderly fashion.
• Orders, picks up and rotates stock.
• Cleans the bar and bar storage.
• Cuts and prepares garnishes.
• Assists in setting up and maintains displays.
• Pick-up beverages from store.
• Assists in cleaning of the outlet as assigned.
• To provide courteous and professional service at all times.

• To have a complete understanding of the Hotel’s team members handbook and to adhere to the rules and regulations of the Hotel.
• To maintain a high standard of personal appearance and hygiene at all times by adhering to the Grooming Policy.
• Carry out any requests by management in conjunction with work.
• Takes direction from Management regarding operational issues.
• To seek to positively influence these results by following the Service standards.
• To maintain a high customer guest service focus.
• To provide customers with an enjoyable and memorable experience.
• Constantly strive to increase guest satisfaction through quality, creativity, range and value for money available throughout the property.
• Maintains a high customer service focus through a “Can Do” & flexible attitude.
• Always try to MAD with every single customer and anticipate his/her needs.
• Cultivates guest relations and rapport.
• Gets feedback from customer at least three times per meal period and report to Captain any comments received.
• Report to Restaurant Supervisor or Restaurant Manager any queries and complaints from a guest immediately.

Finance:

• Sells the resorts facilities and services by talking to guests about other F&B events.
• Proactively up-sells within the outlet.
• Seeks to minimise costs through correct and careful use and handling of hotel property and equipment.
• Seeks to minimise breakage through attentiveness and care of F&B equipment.
• To ensure that billing is accurate.
• Is aware and responsible to meet of daily and monthly forecast and target food and beverage revenue.

Team & Develop:

• To contribute positively and providing both guests and fellow team-members with courteous, hassle-free service.
• Fully aware of the objectives of the property and the department
• To seek direction and support on a daily basis.
• To keep excellent relationships with team, peers, and all other colleagues of the resort.
• To report training needs to supervisor/manager.
• To attend and actively participate in training sessions
• To ensure punctuality, excellent grooming and hygiene.
• To attend daily operations briefing with direct reports/supervisors.
• Is aware of the F&B Department objectives
• Promotes team member motivation.

General:

• Contributing ideas and suggestions to enhance the procedures in the Resort.

• Keeping updated on changes to other areas of resort product and sharing such information with your team and department on an ongoing basis.
• Maintaining excellent grooming and hygiene ensuring all grooming standards are met in relation to personal grooming and uniform presentation.
• Complying with Resort Safety & Environment policies, initiatives and legislation.
• Abiding by all Work Place Health, Safety and Hygiene regulations at all times.
• Abiding by the guidelines set out in the Employee Handbook.
• Carrying out any other duties as directed by the department or the Resort General Manager.
• Meet and attend to customer complaints satisfactorily.
• Carry out on-the-job training to ensure subordinate staff can carry out their duties effectively.
• To attend meetings and training courses as required.
• Must attend training class as per schedule.
• To relieve in another outlet as required.

WORKING CONDITION:

• Office Space: Any Restaurant under F&B office arrangement.
• Technological Support (Computer, POS machine, EDC machine, Landline Phone Connection etc.):
• To be provided with landline phone connection, computer (with internet access and e-mail), POS machine and EDC machine.
• General:
• Subject to the fact that you may from time to time be expected to work outside normal hours in order to meet reporting deadlines and take full responsibility of the department thereby extending his/her support whenever needed.

PERFORMANCE STANDARDS:

• Specific financial measures of performance: To be agreed at each appraised.
• Appraiser: To be appraised by the Restaurant Manager.

This is not an exhaustive list of responsibility; it is only an indication of the duties and responsibilities expected from you. You could be subject to any other duty and responsibility by the management as and when required.