Supervisor FB (Cape Town) at Sun International

Description
Job Purpose

• Responsible to supervise the day to day delivery of the food and beverage service and team within a specific outlet / conference centre with the objectives of maintaining standards of service; enhancing the customer experience; and controlling operating equipment and stock in line with Company standards.                                                                                    

Key Performance Areas

Shift Supervision:

• 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

Food & Beverage Product Offering:

• Monitor service offering / products and pricing within F&B outlets on the casino floor
• Make recommendations of improvements to the product and service offering
• Compile and co-ordinate the food and beverage promotional calendar for the outlet
• Monitor customer service standards in the outlet and identify any areas of concern
• Conduct maintenance walkabouts for front of house and back of house areas
• Monitor health, safety, hygiene and environmental elements in the outlet
• Monitor the use and storage of operating equipment
• Monitor stock control and operating equipment control processes
• Investigate variances / discrepancies and take necessary action to correct                                                                                                                                                      

Conferencing product:

• Liaises with clients
• Attends pre-conference meetings
• Provides client with relevant solutions / options for conferencing
• Conduct QA to ensure set-up is in line with client requirements
• Is present at functions to ensure execution is in line with client requirements
• Manages staff appearance and floor appearance/ functioning of equipment and systems
• Control and management of stock and operating equipment as per SOP
• Liaises with Technical to ensure maintenance schedule plan is adhered to
• Monitors and reports on functions
• Conducts post-mortem on events and makes recommendations for improvements
• Provides ideas and solutions that are innovative and in line with industry trends

People Supervision:

• Supervise staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
• 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
• Staff communication and motivation
• Performance contracting, reviews and development
• Assist in providing resources and removing obstacles  to performance
• Onboarding of new staff members

Financial Control:

• Authorise spend in line with budget
• Conduct accurate 10, 20-day stock takes for the outlet in line with Company process.
• Report on any variances for the outlet

Deliver Customer Experience:

• Monitor service standards and staff: guest interaction on the floor to ensures all guests are treated with courtesy and respect at all times
• Handle and resolve any quest special requests, queries or complaints
• Shift hand over ensures that staff can provide customers with relevant service
• Understand, record and implement special requirements for return guests and VIPs

Technical competencies

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

Core behavioural competencies

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

Requirements

Education

• 3-Year Hotel School Diploma or equivalent national qualification in hospitality at Diploma level

Experience

• 3-4 years in the Food and Beverage industry including experience in banqueting, in-room dining, and/or restaurant operations.
• Food and Beverage experience in a Casino environment would be an advantage