Since 1987, Pacific Hospitality Group has maintained a strategic vision and strong core values as guiding principles for business success. With luxury hotel properties from Napa Valley to Southern California, PHG's growing portfolio of hotel and resort investments reinforces the company's cohesive vision and ensuing success.
PHG manages, develops, finances, and owns hotels and resorts located in California, Hawaii, Arizona and Louisiana. We currently own and manage 11 hotels and resorts, representing over 2,676 rooms and 203,650 square feet of premier indoor meeting and event space.
Responsible for managing the rooms division, food and beverage operation and other assigned areas to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Builds and manages teams effectively.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:
1. Provides guidance and direction to ensure overall departmental success. Manages subordinate managers/supervisors in all food and beverage and rooms areas. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Responsible for planning department goals and directing team members to achieve results.
2. Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings.
3. Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability. Ensures quality and portion control while minimizing waste or loss of supplies to maintain profitability.
4. Maximizes profitability by optimizing menu prices and selection. Assists in developing and implementing new menu ideas, wine list, pricing and marketing programs.
5. Manages all Front Office operations (may include guest service and registration, room inventory and availability, PBX/communications, and bell operations.) Responsible for planning department goals and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success.
6. Ensures guests receive outstanding, consistent, exceptional service by circulating through each dining area. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints.
7. Ensures all dining, service and kitchen areas are clean and properly set up. Maintains sufficient inventory of food, supplies and equipment and orders as needed. Participates in weekly/monthly inventories. Prepares and submits liquor and supply orders. Ensures equipment is properly maintained. Ensures compliance with all food and beverage regulations.
8. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
9. Ensures department follows all standard food handling, TIPS, sanitation and health department guidelines.
10. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes
self with current MSDS.
11. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Other Responsibilities/Supportive Functions:
1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy.
2. Approves leave and time away from work within company policy.
3. Responds to guest inquiries and coordinates special arrangements and requests.
4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
5. Ensures that minors and intoxicated persons are not served alcoholic beverages. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add,
modify, change or rescind work assignments and to make reasonable accommodations as needed.
Qualifications (relevant experience, education and training):
1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor's degree in Hospitality Management desired.
2. Five or more years of related and progressive Food & Beverage experience with two years as a Manager in similar setting. Strong knowledge of front office operations desired.
3. Possess solid knowledge of restaurant and banquet management, hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria.
5. Completes required training as scheduled.
6. Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met.
7. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
8. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.
9. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel.
10. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form .
11. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, team members and guests. Bilingual Spanish