Director of Outlets / General Manager of Neighborhood Services

Temps plein

Overview: To provide leadership and oversight for all hotel food and beverage outlets, ensuring exceptional guest experiences, strong associate engagement, consistent service standards, and financial performance. Responsible for developing and coaching outlet leadership teams while maintaining operational excellence and compliance with Omni Food & Beverage standards, company policies, and procedures.

Essential Functions:

Leadership & Operations:

• Provide overall leadership and direction for all assigned hotel outlets, including restaurants, bars, pool operations, and other food and beverage venues.
• Ensure each outlet consistently delivers prompt, courteous, and personalized servicein accordance with Omni standards.
• Maintain a strong leadership presence throughout the operation and regularlyobserve outlet performance during all meal periods.
• Ensure outlet leaders effectively manage daily operations, staffing, service flow, and guest needs.
• Establish clear expectations and accountability for all outlet leadership teams.
• Conduct regular leadership meetings and operational reviews to communicate priorities, opportunities, and expectations.
• Ensure pre-shift meetings are conducted consistently and effectively.
• Monitor service timing, guest flow, staffing levels, and overall operational efficiency.
• Ensureappropriate leadership coverage during all operating periods.
• Assist with operations during high-volume periods and provide support wherever needed.
• Coordinate with Culinary, Banquets, Stewarding, Front Office, Housekeeping, Engineering, and other hotel departments to ensure seamless operations.

Guest Experience:

• Champion a culture of exceptional hospitality and ensure the guest experience remains the highest priority.
• Monitor guest feedback through Medallia, OpenTable, social media, and other guest feedback platforms.
• Review guest feedback trends and establish action plans to address opportunities.
• Personally handle escalated guest concerns and ensureappropriate service recovery.
• Ensure repeat guests, VIPs, and special occasions are properly identified and recognized.
• Monitor reservations, VIP lists, special requests, and other guest information to ensureappropriate follow-through.
• Regularly inspect outlets to ensure the physical environment, cleanliness, ambiance, music,lighting, menus, and overall presentation meet hotel standards.
• Ensure menus, pricing, signage, and promotional materials are accurate and properly displayed.
• Partner with Marketing and other departments on outlet programming, activations, promotions, andspecial events.

Food & Beverage Standards:

• Ensure consistent execution of Omni Food & Beverage standards and service scenarios.
• Monitor food and beverage quality, presentation, portioning, and consistency in partnership withCulinary leadership.
• Regularly taste and evaluate food and beverage products and provide feedback to appropriate leaders.
• Ensure proper beverage service, bar standards, and responsible alcohol service practices.
• Ensure all equipment, service areas, side stations, bars, dining areas, and workspaces are clean, stocked, organized, and in proper workingcondition.
• Ensure associate appearance, uniforms, and grooming meet hotel standards.
• Maintainappropriate outlet atmosphere, including lighting, music, temperature, cleanliness, and overall presentation.

Associate Leadership & Development:

• Recruit, select, onboard, train, coach, and develop outlet leadership and associates.
• Establish andmaintain effective training programs for service standards, product knowledge, guest recovery, and operational procedures.
• Conduct regular performance coaching and providetimely feedback to leadership teams.
• Identify high-potential associates and create opportunities for growth and development.
• Promote a positive, accountable, and collaborative culture throughout Food & Beverage.
• Ensure staffing levels are appropriateto business volume and operational needs.
• Partner with Human Resources on employee relations, performance management, recruiting, retention, and associate engagement.
• Ensure compliance with all company policies, procedures, safety standards, and applicable regulations.

Financial & Business Management:

• Provide financial leadership and accountability for all assigned outlets.
• Develop and manage annual operating budgets in partnership with the Director of Food & Beverage.
• Prepare andmaintain monthly and weekly revenue forecasts.
• Monitor outlet performance against budget and forecast and develop action plans to address variances.
• Review daily and weekly financial results, including revenue, labor, food cost, beverage cost, and other controllable expenses.
• Maintainappropriate labor productivity and staffing levels based on business volume.
• Review schedules and payroll forecasts to ensure effective labor management.
• Monitor food and beverage costs and ensure proper controls are in place.
• Ensure proper beverage controls, requisitioning, receiving, inventory, and storage procedures.
• Assist with monthly inventories and review inventory variances.
• Monitor purchasing and receiving processes to ensure product availability and proper cost controls.
• Ensureappropriate controls are maintained for cash handling, open checks, comps, voids, discounts, and other financial procedures.
• Identify opportunities to improve revenue, profitability, productivity, and overall outlet performance.

Planning & Communication:

• Review upcoming business levels, hotel occupancy, group activity, events, and special programming to ensure outlets are appropriately prepared.
• Partner with Banquets and other Food & Beverage leaders to coordinate staffing and operational resources during high-volume periods.
• Participate in daily hotel operations meetings and communicate relevant Food & Beverage priorities to outlet leaders.
• Ensure leadership teams are prepared for upcoming promotions, holidays,special events, and high-demand periods.
• Communicate operational challenges, guest trends, staffing needs, and financial opportunities to the Director of Food & Beverage.
• Maintain consistent communication between outlet leadership, Culinary, Banquets, and hotel leadership.

Compliance & Safety:

• Ensure all outlets comply with health, sanitation, safety, liquor, and company standards.
• Ensure associates are trainedon applicable safety and operational procedures.
• Monitor outlet cleanliness and sanitation standards.
• Ensure proper handling, storage, and rotation of food and beverage products.
• Address safety concerns promptly and communicate issues to theappropriate hotel leadership.
• Maintainappropriate security and cash-control procedures throughout all assigned outlets.

Additional Responsibilities:

• Support hotel and Food & Beverage initiatives as assigned.
• Participate in task forces, committees, special projects, and hotel-wide initiatives.
• Represent Food & Beverage leadership in the absence of the Director of Food & Beverage as assigned.
• Perform other duties and responsibilities as required by hotel leadership.