Assistant Food & Beverage Manager

LIVE IN ACCOMMODATION AVAILABLE                                                            Job Title: Assistant Food & Beverage ManagerFaculty/Directorate: Facilities & Services - Food & BeverageSalary: up to £28000Location: Missenden AbbeyHours: 40 5/7Responsible to: Food & Beverage ManagerPurpose of Job: The support the provision of effective Food and Beverage Service at Missenden Abbey, including day to day management of the F&B Operations team, effectively managing and co-ordinating F&B events, and delivering revenue and expense targets.To provide and ensure a friendly, efficient and professional service to all Missenden Abbey guests and to consistently exceed their expectationsTo develop existing processes and procedures within the F&B department by working closely with all departments in Missenden Abbey, to act on client feedback to deliver improvements as needed.To ensure that all relevant information and customer requirements are communicated clearly, efficiently and in a timely manner to all departments.Be a strong advocate for using/training staff on the online ordering food app in place.To lead the organisation, preparation and delivery of Weddings and Events.To provide proactive support to the Sales team when needed, including undertaking showrounds, event management and coordination of final details.To promote and develop the food and beverage offer by following industry trends, understanding guest expectations and creating unique sales opportunities. Special Notes or Conditions:  The working week is based upon any 5 days of 7 days and the working week is Monday to Sunday. Shifts can cover the time between 6.45am – 01.00am but these may vary according to guest requirements and working times will be based on the business.This list is not exhaustive and will be reviewed periodically when adjustments may be made.This job is under the new Missenden Abbey Contract along with the new Terms and ConditionsMain Duties and Responsibilities:Please consider impact on: Customers – People – Partners – Performance (Physical)Customers·        Ensure excellent customer service is being delivered by F&B team at all times and that all complaints are monitored, managed and resolved to a satisfactory levelManage the delivery of all aspects of F & B service to our customersEnsure all the team are fully trained and have the ability to understand PMS system, are able to update information and deal with face o face client requests, on a daily basisManage and develop the corporate catering requirements, catering and bar products, services and expectation.Ensure that F&B team is in constant communication with Front of House & Sales teams regarding any catering changes and ensure that these are delivered efficiently, including last minute updatesEnsure that all F&B team always meet and greet all clients within the Restaurant, Events and Bar area in order to provide a personal service and welcoming atmosphere, putting customer service at the forefront of every activity.Assist with the financial transactions on Point 1 Back Office, to produce reports.Deal with and manage difficult customers to ensure the best outcomes for the Abbey are always achieved. Monitor the reasons and report these to the Deputy General Manager on regular basis and ensure these are communicated and logged effectivelyPut in place procedures for dealing with complaints and monitoring these procedures to pick up on any trends and to put the correct changes in place to make relevant changes·        Liaise and implement procedures with the Head Chef regarding the brief of every meal service and evening Bar meals, in order to provide correct information to the customer regarding all products served When required to support the Food & Beverage Manager by ensuring all liaisons are on track with the client once a booking has been confirmed by the sales office. Be the face of the department meeting and greeting. Conducting the appointment with bookings prior to the meeting to finalise all requirements, including menu choices, timings of the F&B requirements, equipment and any other specific details. Use this as the opportunity to upsell the Abbey and products and services to hit revenue targets. ·        Manage the balance between customer satisfaction and effective business management, deal with last minute changes and solve problems as they arise in calm manner, while maintaining high attention to detail Work with the Food & Beverage Manager and Sales Revenue Manager on implementation of an annual internal promotional plan. ·        Promote and report any customer feedback through conversation to the Food & Beverage ManagerPeopleManage and be responsible and accountable for all Food and Beverage team and areas. Ensure rotas are in place across the team to ensure that the operations of Missenden Abbey associated facilities are effectively covered and in line with the business needs and requirements, allowing for the provision of top class customer service while keeping a focus on minimising the overall cost To ensure that all client and customer requirements are identified and communicated to all members of F&B team in a timely fashion, to enable all F&B department to deliver excellent customer service Arranging 1:1s and appraisals with team members to ensure that the teams are aware of where Missenden Abbey/ the University are headed.Ensure team are fully trained at all times, including use of Kinetic system to deliver exceptional customer service and are aware of the ‘Customer Cycle’ ·        Show first class communication skills, verbal, written and face to face, excelling on a daily basis.Manage, train, mentor, develop and motive all staff and develop on the job training methods that are effective and keep costs to a minimum·     Ensure the team are clear and trained on how to upsell at every opportunity·      Ensure all the team are fully trained and have the ability to handle telephone, email and face to face requests on a daily basis·     Support, train and develop your team and ensure all training requirements are monitored and allow teams to achieve at the highest standard within their job role. Hold regular meetings with the team members to ensure everyone is moving in the right direction and try to resolve issues in advance through clear and active communicationInspire, motivate, monitor and drive the teams throughout the directorate to achieve their goals and deliver top class customer service and operations to the customers.Apply current legal and in-house HR procedures to ensure retention of good staff and the provision of the high quality service.·        Establish and maintain effective working relationship with colleagues, managers and all customers at all times ·     Lead by an example and create an environment of fun and cohesion where team members and colleagues feel valued and enjoy the atmosphere they work within. PartnersWork on developing partnerships both internally and externally that benefit both Missenden Abbey and the University·        Work closely with University's central services i.e. HR, Finance and Building and Estates to maintain compliance with set policies and future developments ·        Work closely with the suppliers on reducing costs where possible while enhancing products and maintenance contracts. Ensure that negotiation is always taking place to achieve the best possible price and service, in accordance with the set procedures·        Sit on any committees that require an understanding of Missenden Abbey or the University business and direction as requested by the General Manager and liaise where appropriate with relevant stakeholders to ensure that the sales and operations are considered at all times in the planning of any activities. Performance·        Establish annual targets for individuals to manage and monitor performance through meetings and appraisals and ensure that these are communicated to all staff at all times. ·     Prepare and Manage team rotas to ensure staffing levels are kept within agreed budget whilst maintaining high level customer service ·        Ensure that all F&B provisions are monitored, checked, reported and delivered on time as requested by clients Work closely with Food & Beverage Manager on compiling the budget for the F&B and the managements of these budgets thereafter. Setting of the targets and achieving the agreed targets for the Restaurant area and ensure that these are communicated to all staff at all times. ·     Attend Monthly Managers Meetings, to work with Heads of Departments to agree ways to continually refresh and improve the business.  ·     Provide hands on support to F&B and associated areas as required ·     Encourage the generation of new ideas for income streams and cost controls for Missenden and identify and work with key partner to deliver income from ideas. ·     Work closely with Head Chef on presentation of all meals and creation and improvements of new catering products. Communicate daily on service provided and act on feedback from clients and staff received ·     Work closely on any special projects as required by Food & Beverage Manager in delivering the high quality service standard ·        Carry out monthly Duty Management shifts along with all the responsibilities and actions required to complete this role in full and in line with the procedures and post. ·        Be responsible for supporting all types events and weddings that are held at the Abbey/University. Ensuring that operationally the venue can meet and exceed customer expectations. ·        Create Client experience processes for all new events and ensure that these are clearly communicated to all team. ·        Be performance managed on success of your staffing/costs in line with the Budget.  ·   Maintain all F&B equipment and liaise with Food & Beverage Manager and appropriate department regarding any updates, improvements and faults. ·        To maintain a high standard of personal hygiene and appearance at all time, wearing at all times the uniform in the correct fashion ·        To maintain the Restaurant, bar and associate areas in a clean and professional manner at all times Adhere to the Alcohol Licensing Laws and ensure that all bar staff is trained and comply with the regulationsLead by example in maintaining the highest service standards possible. OtherBe a strong ambassador of Bucks New University and Missenden Abbey at all times.Ensure compliance with Health & Safety and other legal regulationsAttend and complete any training courses as and when requiredMaintain a flexible, adaptable work life balanceMaintain high standards of hygiene and personal presentation. The uniform provided to be worn in the correct manner.Responsible for all other responsibilities outlined within the F&B supervisors’ JDPerform Duty Management roles and responsibilities as and when requested·        Maintain the office work- area in a clean and professional manner at all times ·        Any other duties that may be deemed necessary from time to time.  Education, Qualifications and Training:Essential/DesirableGood general educationEEssential Food Hygiene CertificateEQualification in the Hospitality SectorEKnowledge, Experience and Skills:Essential/DesirableExperience of working in a good quality hotel/restaurantEBar experienceEFlexible approach to work and ability to prioritiseECalm under pressureEGood teamwork skillsEAbility to motivate and be a team leaderEGood communication skillsEConfident and enthusiasticEExperience of managing Staff costs closely and ensuring budget cost and sales targets are always achievedE*Training will be given in-house if requiredCore Competencies/HERA: This section should contain the level of competency required to carry out this role. For example: transferable, communication, planning, organisation, leadership, management skills.Essential/DesirableExcellent customer service skillsEExcellent communication at all levels & the ability to interface with many varied usersEExcellent planning skillsEExcellent organisational skillsEAbility to Manage a teamEAbility to work with a wide range of people and achieve the intended resultsE