CRITICAL TASKS
Managing Day-to-Day Operations
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Maintains MVW service, cleanliness and sanitation standards throughout front- and back-of-house areas.
- Reviews day-of staffing and deployment with the Restaurant Manager to meet guest service, operational needs and labor objectives.
Leading Food and Beverage Team
- Utilizes interpersonal and communication skills to influence and support others; applies sound business judgment; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect and cooperation among team members.
- Serves as a role model for professional appearance, punctuality and service behaviors.
- Identifies day-to-day training needs and provides on-the-spot coaching to improve knowledge and skills.
- Helps translate departmental goals into clear shift priorities; organizes tasks and follows up on completion.
- Supports productivity targets by monitoring side work, station readiness and pace of service.
- Communicates the vision and direction established by the Restaurant Manager and aligns the team around priorities.
- Trains, supervises and conducts follow-up to ensure compliance with food & beverage policies, standards and procedures.
- Ensures compliance with applicable laws and regulations.
- Ensures compliance with food handling, hygiene and sanitation standards.
- Verifies staff understand and comply with local, state and Federal liquor laws.
- Establishes and maintains open, collaborative relationships and reinforces teamwork within the department.
- Establishes guidelines so employees understand expectations and service parameters on each shift.
- Monitors alcohol beverage service to ensure adherence to local laws and property policies.
Ensuring Exceptional Customer Service
- Delivers services that go above and beyond to drive guest satisfaction and loyalty.
- Improves service by communicating guest needs, providing guidance, feedback and individual coaching as needed.
- Oversees daily service quality to ensure standards are met and guest expectations are achieved.
- Displays leadership in guest hospitality, exemplifies excellent service and fosters a positive atmosphere for guest relations.
- Empowers associates to resolve issues and provide excellent customer service.
- Acts as a guest service role model on the floor, setting a positive tone for the team.
- Handles guest problems and complaints promptly and professionally.
- Engages with guests and Owners during service to obtain feedback on food and beverage quality, service levels and overall satisfaction.
- Ensures corrective action is taken to drive continuous improvement.
- Incorporates guest satisfaction feedback into shift briefings and departmental meetings.
- Manages service delivery in outlets to ensure excellence from point of entry to departure.
Managing and Conducting Human Resource Activities
- Provides day-to-day guidance and direction to associates, including setting clear performance expectations and monitoring results.
- Identifies training needs, supports formal training sessions and reinforces learning on the job.
- Ensures employees are treated fairly and equitably; supports actions that improve retention.
- Ensures associates receive ongoing training to understand guest expectations and MVW standards.
- Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Strives to improve service performance through coaching, recognition and follow-up.
- Ensures recognition takes place consistently across areas of responsibility.
Additional Responsibilities
- Communicates effectively with supervisors, co-workers and subordinates in person, by telephone and in writing.
- Reviews information and uses data to choose solutions and resolve problems during the shift.
- Assists servers and hosts on the floor during meal periods and high-demand times.
- Recognizes quality in products, presentation and service and reinforces standards with the team.
- Supervises the daily shift to ensure readiness, pace and closing procedures are completed.
- Supports financial aspects of the department including ordering, invoice processing and participating in monthly reviews.
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
- Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
- Finance/Accounting - Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.
- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
- Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Education and Experience
- High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.
OR
- 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
