5 months ago
Job Title: Food & Beverage Team Leader
Department: Food & Beverage
Hotel level: Small / Medium / Large
Reports to: Restaurant Manager/ Supervisor
As a Team Leader within Holiday Inn you will have responsibility for ensuring that you and your teams deliver the warmest welcome and friendly service to all our guests everyday in an upbeat and genuine way.
It is your job as a Team Leader to help build and manage a team who put the guest at the heart of everything they do. In this role, you will help lead and develop a team who constantly deliver results and excel in guest relations.
At Holiday Inn we want our guests to relax and be themselves which means we need team members to:
Be you - by being natural, professional and personable in the way you are with people
Get ready - by taking notice and using your knowledge so that you are prepared for anything
Show you care - by being thoughtful in the way you welcome and connect with guests
Take action - by showing initiative, taking ownership and going the extra mile
Duties and Responsibilities
Under the supervision of the F&B/Restaurant/Bars Manager, take responsibility for the management and performance of the department.
Maintain a current and thorough knowledge of all IHR F&B systems
Supervise the implementation of F&B standards and procedures.
Ensure guest focused, Brandhearted service is delivered at all times
Engage in positive communication in your department and externally
Establish and instruct team members in security and Health & Safety procedures.
Ensure all team members are fully trained in on job skills and support their personal development/career paths
Assist with the preparation of efficient departmental work schedules in line with productivity efficiency ratios model
Ensure timesheets are completed and accurately submitted by required deadlines
Control & maintain adequate stock levels of all F&B supplies, ensure stock rotation, complete stock takes as required and ensure that wastage is minimized.
Assist with menu and wine list creation and costings in line with Company approvals process
Instruct team members in Company cash security procedures
Supervise cash handling and banking procedures and audit to ensure compliance
Administer and encourage participation in Company approved incentive plans
Supervise your team in line with hotel rules and regulations and provisions contained in the Employment Handbook and all policies.
Comply with Company grooming and uniform standards.
Comply with timekeeping and attendance policies.
Comply with the Company corporate code of conduct at all times.
Work with the Company's Human Resource Department to include:
Planning for future staffing needs
Recruiting in line with company guidelines and productivity efficiency ratios
Preparing detailed on-boarding programmes for new team members and ensuring they are delivered in a timely manner
Maintaining a comprehensive, current and guest focused set of departmental standards and operating procedures and overseeing their implementation
Ensuring a training needs analysis of your department is carried out and training programmes are delivered/attended to meet departments needs
Actively participating in the planning and delivery of the training strategy for the department (including Brand programme training) and identifying high performers and managing poor performance
Demonstrate a desire to improve your knowledge and ability through on-going training; maximising opportunities for self development and identifying personal development opportunities for others
Ensuring all direct reports have an active Personal Development Plan and that this is regularly reviewed
Maintaining training records and Personal Learning Files for all direct reports
Conducting probationary, mid-year and annual performance appraisals in line with company guidelines
Coaching and disciplining team members whilst providing constructive feedback to enhance performance using the "coaching in the moment" principles
Manage annual leave requests whilst considering peaks and troughs in the business
Assist the Department Manager to plan and deliver team meetings and one to one meetings in line with hotel policy
Conduct shift briefings to ensure hotel activities and operational requirements are known.
Demonstrate a desire to work as part of a diverse team with colleagues from different viewpoints, cultures and countries
Encourage the completion of ES surveys, participate in the creation of an ES activities calendar and post survey action planning to impact engagement
Implement the Company absence management system; including conducting return to work interviews and applying the trigger point system & reviews
Lead your team in delivering service attributes in line with Brand Service Behaviours and company standards to include:-
Being attentive to guests
Accurately and promptly fulfilling guest requests
Understanding and anticipating guest needs
Maintaining and develop a high level of knowledge which will enhance the guest experience
Taking appropriate action to resolve and log all guest complaints during each shift
Extend these service attributes to all internal customers.
Ensure the department is prepared for the opening and closing of the shift in line with Company SOPs
Conduct breakfast audits in line with Out in Front and regularly audit standards in line with Brand SOP
Promote the hotel products and services at every opportunity
Understand the Heartbeat score, cascade results to the team and action plan and coachto continuously improve results
Build and maintain effective working relationships and communication between departments to ensure seamless service is delivered to guests at all times e.g. Liaise with Front Office for guest and hotel requirements; updating guest profiles as required.
Ensure all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety are implemented and adhered to in line with Company policy and hotel procedures
Supervise the maintenance of all service equipment following hotel schedules and report any failures via hotel reporting procedures
Understand the emergency and evacuation procedures within your hotel and be competent within your areas of responsibility
Ensure all security incidents, accidents and near misses are recorded and reported in line with Company policy/legal requirements
Ensure all COSHH and general risk assessments are completed as required in line with Company SOPs
Proactively pursue all corporate social responsibility initiatives in line with Company policy; including environmental and community projects
Ensure Company IT and Social Media Policies are complied with
Perform other duties as assigned; including Duty Manager for the hotel
Food & Beverage Team Members
QUALIFICATIONS AND REQUIREMENTS
Basic numeracy and literacy skills
Willingness to learn & develop self
Eligible to work in the UK
Food and beverage supervisory experience
Food Hygiene certificate
Duty management experience
Ability to carry out instructions
Desire and ability to learn
Ability to ask for help
Assist others within and outside of immediate department
Ability to communicate
Training & coaching skills
People management skills
Ability to plan and prioritise
Ability to organise self
Ability to multi-task
Flexible & adaptable
Ability to build rapport
Attention to detail
Ability to read and interpret reports and data
Ability to work under pressure
Ability to drive guest satisfaction scores and employee engagement scores
Ability to set clear and realistic goals
Willingness to support others
Ability to work without supervision
Ability to lead others
Excellent personal presentation skills
Ability to motivate others
Awareness of the importance of Brand culture
Understanding the internal and external customer needs
Anticipate customer needs
Open to new ideas & championing change
Willingness to learn about the Hotel/ Company standards /products and services
Literate in Computer Technology
Understanding of the Hotel Industry standards, policies and procedures
Local market knowledge