REPORTS TO: Director of Food & Beverage
OUR WHY
As humble ambassadors of our namesake city, we prioritize quality, kindness, and inclusivity so all feel welcome.
OUR CORE VALUES
INSPIRE WONDER Innovation and Creativity | Surprise and Delight
FOSTER HOSPITALITY Inclusive Culture | Home Away from Home
PURSUE EXCELLENCE Exceptional Experiences | Attention to Detail | Focus on Quality
DEMONSTRATE INTENTIONALITY Empathetic Engagement | Anticipatory Service | Sense of Ownership
CULTIVATE COMMUNITY Team Collaboration | Community Engagement | Take Time to Celebrate
POSITION SUMMARY:
The Service Manager is responsible for managing the daily operations of the food and beverage operation, including guest service, finance, inventory, safety, and human resources tasks. The Service Manager needs to possess the ability to move in between any of our concepts, which include The Coffee Bar, The Roof, and all catering, banquet, and special event venues at The Durham Hotel.
The Service Manager will work closely with the Director of Food & Beverage, and all managers within the hotel, to deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on driving revenue, controlling costs, providing guest and associate satisfaction, and delivering product and service quality.
To be successful you should exhibit experience in food and beverage service experience, operational applications, and employee training techniques. You will be a passionate leader with the ability to inspire, motivate, and support your team in order to exceed your professional goals. You will have high standards when it comes to guest experience, understand brand standards and you will take ownership and pride in your work.
DUTIES AND RESPONSIBILITIES:
Service Standards
- Responsible for daily operations for scheduled business unit (the Coffee Bar, Roof, and Events/Catering), ensuring the quality and standards set forth by the Director of Food & Beverage
- Attend weekly BEO and manager meetings to receive weekly service focus points, discuss details of upcoming events and programming, and communicate any operational needs or service bottlenecks
- Work a variety of scheduled floor shifts throughout the week to fill in staffing gaps, support the team, and lead by example, using any down time to find efficiencies, generate ideas for programming, events, and menus, and find areas of improvement for staff training
- Monitor that food quality is consistent, appealing, and prepared to guest specifications
- Be the expert on whatever floor you are managing – understand the POS, steps of service, and menus inside and out
Guest Experience
- Interact with guests to obtain feedback on quality of service and food in outlets
- Resolve guest complaints and coordinate with Director of F&B to resolve issues
- Utilize guest reviews to inform training focal points
- Ensure consistency on each shift for guest perception – notice the small details (are we set up in time, is the team off their phones, do we have clean menus, are the tables wiped, is our host present etc)
Financial Performance
- Reconcile daily audit materials. (i.e., timesheet authorizations, perpetual inventories, void transaction reports, cash drops, and guest ledger entries)
- Oversee necessary ordering and inventorying for your primary business unit
- Prepare and control payroll for your primary business unit each pay period
- Review employee schedules and punch clocks to eliminate unnecessary labor overages and to ensure that guest service, operational needs, and financial objectives are met
- Collaborate with the Director of F&B and other managers, to brainstorm programming and events
- Prepare monthly commentary to influence yearly budget
Health and Safety Standards
- Enforce all food safety policies and procedures to ensure compliance with the laws, codes, and guidelines set forth by the FDA and Health Department
- Coordinate cleaning program for your primary business unit and making recommendation for improvements
- Enforce Early Bird Night Owl/The Durham human resources policies in all aspects of employee and guest relationships
Team Hiring, Retention, and Mentorship
- Stay up to date with Hotel websites, newsletters, meetings, and emails to ensure that you and your teams are advised of actions, programs and initiatives happening within the Durham Hotel
- Interview, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with The Durham’s core values
- Help team members establish KPIs and review goals annually
- Maintain high level of day-to-day communication and interaction with team members, guests, vendors, and contractors, always in a mature and professional manner
- Advocate and maintain a team culture built on service excellence, professionalism, teamwork, and an environment to have fun, learn and succeed
