Floor Manager FB (Cape Town) at Sun International

Description
Job Purpose

• Responsible for the effective day-to-day shift management of Food & Beverage operations (including restaurants, beverage operations and/or food and beverage service in the casino operations), with specific regard to achieving profitability for specific outlets; maintaining products and standards of operation; maximising customer satisfaction; delivery of the F&B business objectives, and developing a cross-functional talent pipeline within food & beverage:

Key Performance Areas

Delivered F&B Plan implementation:

• Understand the Unit F&B strategy and align the development of objectives for the various outlets
• Provide input into the development of strategic objectives for the Unit’s F&B deliverables
• Manage the communication and achievement of F&B deliverables and milestones
• Conduct F&B product analyses and benchmark with leading F&B trends
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Communicate with all relevant Stakeholders internally at unit level
• Manage and allocate people and operational resources 
• Facilitate marketing plans relative to food and beverage promotions in the outlets align implementation with EE, SD and procurement transformation processes so as to contribute towards BBBEE targets being achieved for the property

Shift Management:

• Put in place staff scheduling and duty allocations to ensure maximum coverage
• Handle shift briefings / handovers / shift reports
• Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems for the outlet
• Report and resolve any issues experienced
• Manage the control of stock and operating equipment as per SOP for the outlet
• Cash-ups at the end of the shift
• Completes shift reports

Product Enhancement:

• Collaborate with the F&B Manager to complete a competitor analysis of food and beverage in property catchment areas including pricing comparisons
• Conduct product performance analyses / reviews and make recommendations to address opportunities and gaps
• Provide product rationalisation on a regular basis or as required
• Motivate new product enhancements
• Compile action plans for the implementation of approved projects
• Measure ROI and performance on a regular basis                                                                                                                                                                                        

Standards & Governance:

• Monitor F&B standards and processes
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Implement sufficient control measures (including systems and processes) & checks within each outlet to mitigate any financial risk to the business. All staff in F&B to adhere the policy and procedures.
• Conduct weekly walkabouts of all F&B front of house and back of house areas to monitor compliance
• Encourage a waste management culture and ensure all staff are trained.
• Work with internal stakeholders (maintenance, finance, HR, and security) to identify risk areas and address these

People Management and Development:

• Manage productivities and payroll costs for the outlet
• Identification of employee training needs
• Perform on the job training and coaching to close developmental gaps and build succession for a talent pipeline within the outlet
• Manage employee relations within the department
• Drive staff communication and motivation levels 
• Performance contracting, reviews and development
• Provide resources and remove obstacles to performance
• Recruit and resource for talent for positions within the department
• Onboarding of new staff members                                                                                                                                                                                                                    

Budget Management:

• Participate in the preparation of budget forecasts & controls
• Consolidate Capex requirements for specific outlets

Guide and consolidate the completion of Cost of Sales reports including:

• Theoretical COS per outlet for food & beverage respectively.
• Recipes – Recipe links need to be in place to ensure accuracy and legitimacy of theoretical and create opportunity for the theoretical to be system generated.
• Food recipe – All menu item food recipes to be reviewed and signed off and where needed recaptured into the appropriate system to ensure accurate food theoretical.
• Procurement – All supplier prices and supplier price quotes to be reviewed and monitored on a monthly basis to ensure ability to monitor and track price movements to minimize input cost fluctuations.
• Cost control – oversee the conducting of accurate stock takes in line with Company process. Use stock takes variance reports to manage underperforming outlets in relation to COS

Customer Relationship Management:

• Ensure that guests are treated with courtesy and respect at all times
• Interact with guests and provide professional service standards and solutions
• Handle any escalated complaints, disputes and suggestions as required
• Engage with customers and provide a customer experience within the outlet / on the floor that will support brand loyalty ensuring SI as the brand of choice
• Be present on the floor during service / promotions or functions
• Conduct staff training on product knowledge / promotions (including promotion information, functions, facilities, etc.)
• Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
• Ensure effective shift handover so that staff have sufficient insights and information with regards to VIP customers visiting the property                                                            

Stakeholder relationship management:

• Maintain regular communication with all relevant stakeholders with regards progress, issues, changes, etc.
• Provide feedback on operations to F&B Management / General Manager on initiatives, performance, concerns, etc.
• Manage non-conformance issues
• Staff are informed of relevant information to contribute to operational effectiveness.
• Ensure department’s objectives, standards and operating procedures are communicated to internal and external service providers as per SLA

Reports:

Consolidate monthly Financial results and trends for specific outlets in preparation of the financial report including:

• Salary forecast vs actuals – salary monthly forecast to be based on rosters. Track and monitor salary cost in relation to revenue achieved daily and make adjustments throughout the month to bring salary cost in line as a percentage of revenue.
• Absenteeism – actively manage and report on absenteeism in line with company policy, rules, and regulations
• Productivity– Covers per hour/drinks per hour needs to be monitored daily to ensure staff are operating at the required level to achieve and exceed budgeted revenues with remedial action taken when not tracking on target.
• Sales targets – report on variation to set sales targets in line with staff productivities and revenues. Report on remedial action taken when targets not met

Requirements
Education 

• 3 year Hotel School Diploma or equivalent National Qualification at a Diploma level                                                                                                                                          

Experience

• 5-6 years in the Food and Beverage industry of which at least 2 years' experience in a Supervisory role within the Food and Beverage environment
• Food and Beverage experience in a casino environment would be an advantage

Skills and Knowledge

Technical competencies

• Food & Beverage Costing
• Food & Beverage Product Knowledge
• Specialty Beverage Knowledge – Wine, Barrister - a definite advantage
• Team Planning
• Operational Management
• Product Development
• Stock Control
• Intermediate Computer Skills
• Micros / Opera is preferred

Core behavioural competencies

• Problem solving
• Implementing and coordinating resources
• Assessing and evaluating information
• Planning
• Decision-making skills
• Developing relationships
• Analytical thinking
• Results orientation