Food and Beverage Service Manager

Required Years of Experience

5 years

Job Details Restaurant & Banquet Manager Canopy Charlotte Southpark SECTION ONE: MCR Universal Role Standards EXECUTIVE SUMMARY CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. AREAS OF EXCELLENCE - Happy Guests - Spotless Cleanliness - Product Consistency & Quality - Teamwork Duties and Expectations 1. Happy Guests - Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile. - Name Use: Use the guests' names whenever possible, ensuring they feel properly welcomed. - Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores. - Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency. - Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities. - Events: Awareness and support for all groups and events at the hotel. - Technology: Understanding of relevant technology for each role. - Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting. 2. Spotless Cleanliness - Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized. - Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe. - Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning. 3. Product Consistency & Quality - Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift. - Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication. - Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times. 4. Teamwork - Communication: Communication between Team Members should be clear, honest, and professional. - Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR's guests. - Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace. SECTION TWO: Role Specific Duties and Expectations The Restaurant & Banquet Manager is responsible for directing and motivating the food and beverage service team while personally providing high quality service to guests in both restaurant and banquet settings. This dual role focuses on the service side of F&B operations, managing daily restaurant service while coordinating occasional banquet events. Furthermore, this role monitors and controls financial and administrative responsibilities including asset protection, clear communications, ownership in operational success, identifying training opportunities, and planning strategies to accomplish goals. Restaurant Management Responsibilities: - Oversee daily restaurant operations including opening/closing procedures, service flow, and guest experience - Manage restaurant service staff scheduling to meet forecasted covers and service standards while maximizing profitability - Ensure consistent food quality and presentation standards in coordination with kitchen staff - Monitor restaurant inventory levels and coordinate with kitchen management on supply needs - Handle restaurant guest complaints, special requests, and dietary accommodations - Maintain knowledge of menu items, wine pairings, and daily specials to train staff and assist guests - Coordinate with kitchen on timing, special orders, and service requirements - Manage restaurant reservations, seating arrangements, and wait times - Ensure compliance with health department regulations and hotel safety standards - Monitor restaurant revenue, covers, and average check to meet financial targets - Conduct daily pre-shift meetings with restaurant service staff Banquet Management Responsibilities: - Coordinate with sales team on banquet event requirements and execution - Plan and execute banquet events from setup through breakdown - Schedule banquet service staff based on event forecasts and service standards - Manage banquet inventory including linens, china, glassware, and service equipment - Use banquet beverage records to control liquor costs and manage beverage inventory - Coordinate with kitchen on banquet menu execution and timing - Oversee banquet setup, service, and breakdown to ensure seamless events - Handle banquet guest relations and address any service issues during events - Ensure proper billing and gratuity distribution for banquet events General F&B Service Management: - Maintain and apply knowledge of all laws as they relate to food service and alcohol service - Understand the impact of F&B operations on overall hotel success - Adhere to and reinforce all standards, policies, and procedures - Ensure established sanitation levels are maintained in all service areas - Set goals and delegate tasks to improve departmental performance - Conduct monthly department meetings with restaurant and banquet teams - Set a positive example for guest relations across all F&B operations - Interact with guests to obtain feedback on product quality and service levels - Respond to and handle guest problems and complaints in both restaurant and banquet settings - Empower team members to provide excellent customer service - Ensure team members understand expectations and parameters - Review comment cards and guest satisfaction results with team members - Communicate and execute departmental and property emergency procedures - Ensure staff are trained in safety procedures and responsible alcohol service - Review quarterly guest satisfaction results and participate in corrective action development - Lead and participate in all pertinent meetings SECTION THREE: Success Metrics Happy Guests - Management Performance Ratings - Guest Satisfaction Scores/Intent to Return - Restaurant Revenue per Available Room (RevPAR) - Average Daily Covers and Check Average Spotless Cleanliness - GM/AGM Spot Checks - Leadership Walk-throughs (RVP, etc.) - Guest Ratings/Reviews - Health Department Inspections Product Consistency & Quality - Checklist Tracking - Management Performance Ratings - Guest Ratings - Food Quality Scores - Service Time Standards Teamwork - Management Performance Ratings - Staff Retention Rates - Training Completion Metrics SECTION FOUR: Qualifications & Requirements Qualifications & Requirements: Education: High school degree (or equivalency) with Hotel/Hospitality/Culinary training preferred Work Experience: - Minimum 2-3 years experience in restaurant service management required - Experience in banquet/event service preferred - Experience in a hospitality environment required - Food service manager certification or ability to obtain within 90 days Core Competencies: - Must have a positive attitude and willingness to learn - Strong leadership and team management skills - Ability to multitask and prioritize in a fast-paced environment - Excellent communication and interpersonal skills - Problem-solving abilities and grace under pressure - Knowledge of POS systems and restaurant management software - Understanding of food safety and sanitation procedures - Knowledge of responsible alcohol service laws and regulations Operational Requirements: - Ability to follow instructions, assigned tasks, and meet deadlines - Always provide friendly service with a smile to guests - Flexible schedule with availability days, nights, holidays, and weekends based on restaurant and banquet demands - Must arrive and clock in on time for every shift worked and clock out at scheduled time, unless otherwise directed - Must clock in/out for breaks at designated times - Must provide sufficient notice when calling out for scheduled shifts Physical Working Demands & Working Environment: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to: - Standing: Remaining upright on feet for extended periods during service - Walking: Moving throughout restaurant and event spaces to supervise operations - Repetitive Motions: Using hands and wrists for various service and administrative tasks - Lifting: Carrying service supplies, equipment, and materials up to 50 pounds - Bending/Reaching: Accessing storage areas and assisting with setup/breakdown - Working in varying temperatures: Kitchen, dining room, and outdoor event spaces Language and Reasoning Skills: To perform the duties of this job, an individual must be able to: - Read, write, understand and communicate effectively using the English language - Read and interpret documents such as safety rules, operating procedures, menus, and guest requests - Write routine reports, correspondence, and incident reports using proper format and grammar - Speak effectively before groups including staff, guests, and management - Read and interpret business records, sales reports, and financial statements - Perform mathematical calculations for inventory, scheduling, and revenue management - Make sound decisions under pressure while maintaining composure Compensation Details

Compensation: Salary (Based on Experience)

Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, 401k, Potential Bonuses

Required Skills

Strong customer service orientation

Ability to work in a team environment

Attention to Detail

Time Management Skills

Ability to Handle Stressful Situations

Conflict Resolution skills

Adaptability to Changing Environments

Organizational Skills

Ability to Train and Mentor Staff

Financial Acumen Related to Restaurant Operations

Creativity in Event Planning

Knowledge of Food and Beverage Trends

Ability to Maintain High Standards of Service

Crisis Management Skills

Ability to Foster a Positive Work Culture

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