F & B - Guest Service Supervisor

A F & B - Guest Service Supervisor is responsible for supervising operations of Food and Beverage outlets to deliver an excellent Guest and Member experience while working with the team to ensure departmental targets are met.

What will I be doing?

As a F & B - Guest Service Supervisor, you are responsible for supervising operations of Food and Beverage outlets to deliver an excellent Guest and Member experience. A Food and Beverage Supervisor will also be required to communicate and delegate tasks to the team to ensure departmental targets are achieved. Specifically, you will be responsible for performing the following tasks to the highest standards:

 

Duties & Key Responsibilities

·         Come to work every day with a smile on your face 😊

·         Perform all duties of a F&B Host, but take on additional ‘supervisor’ responsibilities

·         Be a role model for others concerning brighthearted brand-specific behaviours

·         Assist to F&B Team Leader in providing a positive work environment to F&B Hosts that allows everyone to thrive and fulfil their potential

·         Plan your shift, update yourself on relevant information and brief your F&B Hosts at shift beginning accordingly to ensure you and your F&B hosts deliver great guest experiences.

·         Supervise and coach F&B Hosts on the job in delivering brighthearted guest experiences on all your shifts

·         Be willing to roll up your sleeves and help in other departments during busy periods and as required

•       Seek guest feedback on the spot in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences at all times

•       Plan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service delivery as per guidance of the F&B Team Leader and Guest Ops Manager.

•       Be a positive and very active contributor in meetings (e.g. Huddles) with the FO team to help achieve / maintain a high level of trust & engagement

•       Volunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand Ambassador

•       Every 6 months, rotate to a new ‘Champion’ area (e.g. Hilton Honors, CleanStay, rostering) – our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to this

•       Coach & train 2 – 4 F&B Hosts, as assigned on a rotating six month schedule

•       In regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of ‘coachees’ and suggest development opportunities for them in the coming months.

•       On-board and supervise assigned ‘coachee’ team members, ensuring execution of agreed development or performance improvement actions

•       Give praise to high performers on your shifts and show recognition on the spot

•       Be responsible for the management of the entire F&B Operations or assigned F&B outlet in the absence of the F&B Team Leader

•       Help in ensuring that all F&B hosts  understand their purpose and are fully equipped with the tools, skills, behaviours, and knowledge required to deliver a high quality and brand unique brighthearted  F&B guest service. 

On request of the F&B Team Leader or Guest Operations Manager, hold pre and post shift briefs with the F&B Service team and ensure that learning is applied by all F&B Team Members during the next shift 

 Execute other duties as assigned by the GM, Guest Ops Manager and F&B Team Leader