Main Duties and responsibilities:

Operational

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. Conducts regular yearly MOR to ensure all standards are follower as per Hyatt regency brand standard guidelines. Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary. Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented and every employee has a complete understanding of these. Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. Ensures that all employees are up to date with the availability of seasonal and new products on the market. Tastes and monitors the food and beverage products served throughout the operation, providing feedback where appropriate.

Administrative:

Ensures that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. Oversees the preparation and update of individual Departmental Operations Manuals in the Food and Beverage Division. Conducts regular divisional communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. Represents the Food and Beverage function on the hotel's Leadership Committee.

Financial:

Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. Ensures that each profit centre (e.g. Outlet, Bar, Banquets) is operated in line with maximising profit while delivering on the brand promise. Ensures that each cost centre (e.g. Stewarding, Banquets, etc) operates with the lowest possible cost structure while also delivering on the brand promise to the guest. Coordinates the preparation of the Annual Business Plan for Food and Beverage. Strategically analyses business performance strategically to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate. Manages costs proactively based on key performance indicators, working through the respective Heads of Department as appropriate. Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. Participates in weekly yield and revenue management meetings actively, overseeing the appropriate pricing structures to maximise yield and overall profits in Outlets and Banquets. Maintains professional relations with food and beverage suppliers to get best deals and sponsorships for the hotel. Works closely with the revenue manager to maximize revenues and profits in banquets and restaurants.

People:

Oversees and assists in the recruitment and selection of all Food and Beverage employees and ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees. Oversees the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards. Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals, and ensures that they in turn conduct annual Performance Development Discussions with their employees. Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers. To adhere to and ensure that every employee in the department / division understand all the principles of Hyatt’s Global Privacy Policy and comply fully with all the obligations as per the policy. Align all day-to-day functioning of the department / division consistent with Hyatt’s Global Privacy Policy. To implement and monitor the key contributors to the employee engagement survey, to analyse the results, prepare and implement appropriate action plans, and to achieve consistent high level of engagement and improve on it year on year. To identify high performing employees (HIPOS), assist in their career planning, personal growth and development while supporting the hotel succession plan and retention. To closely monitor the Attrition patterns of the department / division on a monthly basis. To understand the reasons for employee turnover in the respective areas and take appropriate corrective actions along with the HR department, to control turnover wherever possible. Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics. Ensures that all employees have a complete understanding of and adhere to employee rules and regulations. To effectively manage the leave plan for the division to assist in lowering payroll costs.

Customer Service:

Ensures that all employees deliver the brand promise and provide exceptional guest service at all times. Ensures that employees also provide excellent service to internal customers in other departments as appropriate. Spends time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Maintains positive guest and colleague interactions with good working relationships. To regularly monitor the Hyatt Guest Satisfaction survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year. To ensure the minimum benchmark scores of the Consumer Audit are achieved, to analyse the results of the Consumer Audit, prepare and implement appropriate action plans, and to constantly improving the results Year on Year. To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels. To take appropriate action based on the feedback through the above mediums and when possible to revert to the guest on their feedback.

Marketing:

Prepares, utilises and updates an Annual Marketing Plan, broken down as necessary by department. Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s own operations remain competitive and cutting edge. Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business. Works together with chef and Marketing and communications manager to generate awareness activities and promotional campaign.

Training Development:

To supervise training need analysis for the department. To implement the School of Hospitality and facilitate in its roll out to all employees. To consistently work with the training team and division managers on upgrading the list of tasks covered and periodically review all task to check for any desired changes. To ensure all associates are trained on all relevant tasks. Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers.

Regularly nominate and ensure participation of team members for all training planned in the hotel, in line with the objectives outlined in the SMART Goals on respective PDPs and as per Consumer Audit findings.

Main Duties and responsibilities:

Operational

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. Conducts regular yearly MOR to ensure all standards are follower as per Hyatt regency brand standard guidelines. Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary. Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented and every employee has a complete understanding of these. Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests. Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”. Ensures that all employees are up to date with the availability of seasonal and new products on the market. Tastes and monitors the food and beverage products served throughout the operation, providing feedback where appropriate.

Administrative:

Ensures that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate. Oversees the preparation and update of individual Departmental Operations Manuals in the Food and Beverage Division. Conducts regular divisional communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary. Represents the Food and Beverage function on the hotel's Leadership Committee.

Financial:

Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests. Ensures that each profit centre (e.g. Outlet, Bar, Banquets) is operated in line with maximising profit while delivering on the brand promise. Ensures that each cost centre (e.g. Stewarding, Banquets, etc) operates with the lowest possible cost structure while also delivering on the brand promise to the guest. Coordinates the preparation of the Annual Business Plan for Food and Beverage. Strategically analyses business performance strategically to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate. Manages costs proactively based on key performance indicators, working through the respective Heads of Department as appropriate. Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets. Participates in weekly yield and revenue management meetings actively, overseeing the appropriate pricing structures to maximise yield and overall profits in Outlets and Banquets. Maintains professional relations with food and beverage suppliers to get best deals and sponsorships for the hotel. Works closely with the revenue manager to maximize revenues and profits in banquets and restaurants.

People:

Oversees and assists in the recruitment and selection of all Food and Beverage employees and ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees. Oversees the punctuality and appearance of all Food and Beverage employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards. Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals, and ensures that they in turn conduct annual Performance Development Discussions with their employees. Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers. To adhere to and ensure that every employee in the department / division understand all the principles of Hyatt’s Global Privacy Policy and comply fully with all the obligations as per the policy. Align all day-to-day functioning of the department / division consistent with Hyatt’s Global Privacy Policy. To implement and monitor the key contributors to the employee engagement survey, to analyse the results, prepare and implement appropriate action plans, and to achieve consistent high level of engagement and improve on it year on year. To identify high performing employees (HIPOS), assist in their career planning, personal growth and development while supporting the hotel succession plan and retention. To closely monitor the Attrition patterns of the department / division on a monthly basis. To understand the reasons for employee turnover in the respective areas and take appropriate corrective actions along with the HR department, to control turnover wherever possible. Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation. Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics. Ensures that all employees have a complete understanding of and adhere to employee rules and regulations. To effectively manage the leave plan for the division to assist in lowering payroll costs.

Customer Service:

Ensures that all employees deliver the brand promise and provide exceptional guest service at all times. Ensures that employees also provide excellent service to internal customers in other departments as appropriate. Spends time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary. Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. Maintains positive guest and colleague interactions with good working relationships. To regularly monitor the Hyatt Guest Satisfaction survey report and to ensure the minimum benchmark scores are achieved, to analyse the results and to prepare and implement appropriate action plans to achieve constant improvement year on year. To ensure the minimum benchmark scores of the Consumer Audit are achieved, to analyse the results of the Consumer Audit, prepare and implement appropriate action plans, and to constantly improving the results Year on Year. To keep abreast of the Hotel Guest feedback, complaints, views, etc. posted on websites, print or electronic media or any other available communication channels. To take appropriate action based on the feedback through the above mediums and when possible to revert to the guest on their feedback.

Marketing:

Prepares, utilises and updates an Annual Marketing Plan, broken down as necessary by department. Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s own operations remain competitive and cutting edge. Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business. Works together with chef and Marketing and communications manager to generate awareness activities and promotional campaign.

Training Development:

To supervise training need analysis for the department. To implement the School of Hospitality and facilitate in its roll out to all employees. To consistently work with the training team and division managers on upgrading the list of tasks covered and periodically review all task to check for any desired changes. To ensure all associates are trained on all relevant tasks. Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring. Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Training Manager and their Departmental Trainers.

Regularly nominate and ensure participation of team members for all training planned in the hotel, in line with the objectives outlined in the SMART Goals on respective PDPs and as per Consumer Audit findings.