The El San Juan Hotel, Director of Operations for our Iconic Lobby is responsible for overseeing the outlet Lobby bars and VIP areas to include The Gold Bar, The Oval Bar, The Wine Bar and the Chico Lounge. The management oversight includes staff management, money management, reporting, sales goals, inter office communications and must uphold company policies and procedures at all times. Essential Functions GUEST SERVICE/COMMUNICATIONS Present an enchanting, professional and attractive image to further the overall theme of the property. Greet all Guests promptly and with a friendly and upbeat attitude. Follows company standards of hospitality by making eye contact with every guest, smiling and offering a warm and friendly greeting. Be a brand advocate by providing Guests with accurate information regarding our venues, menus, pricing and future events. Respond to Guest inquiries and requests in a courteous and polite manner. Anticipate Guest needs and get to know all members by name. Assists in recruiting, interviewing, hiring, training and evaluating staff members Ensure that all guest and member preferences are documented in Open Table. Ensure perfect detail alignment setting of all cocktail tables, chairs and bar stools. Continually strive to develop the staff including Assistant Outlet Managers in all areas of managerial and professional development. Assists with the recruitment and training of staff (training, developing, testing and coaching) Assist in creating sales goals. Build and promote teamwork through proactive interaction Utilize time management and exhibit excellent follow up skills Accommodate and anticipate guest needs. Control cash and other receipts Ensure all equipment is kept clean and in excellent condition through personal inspection and by following the hotel’s preventative maintenance programs Assist in conduct conflict resolution and corrective actions and coaching of staff. Fully understand and comply with all federal, state, and county municipal regulations that pertain to health, safety and labor requirements. Support sponsorship and partners in promotions of special events and product marketing. Manages and monitors product quality and guest satisfaction in restaurant. Responsible for ensuring that food quality is consistent, appealing, and prepared to guest specifications. Moves throughout facility and kitchen areas to visually monitor and take corrective action to ensure food quality and service standards are met. Verifies temperatures, judge appearance and taste of products, and checks preparation methods to determine quality. Provides guidance for improvement and implements necessary adjustments. Interacts with guests to obtain feedback on quality of service and food in outlet. Investigates and resolves guest complaints in a timely manner. Documents inventory forecast usage and monitors supply so that outlets are stocked with linen, glassware, silverware, china, condiments and other items necessary to provide appropriate customer service. Oversees set up of dining and service areas. Qualifications The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation. Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must maintain composure and objectivity under pressure. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Approach all encounters with guest and employees in a friendly way, service oriented manner. Complies at all time with the company standards and regulations to encourage safe and efficient hotel operations. Must have expert knowledge of food and beverage preparations, service standards, guest relations and etiquette. Knowledge of appropriate table settings, service ware and menu items. Also, some wine knowledge. Ability to read, speak and write the English and Spanish language in order to communicate with guests. Ability to remember, recite and promote the variety of menu items. Ability to operate food and beverage equipment. Basic mathematical skills necessary to operate a cash register, give change, total guests checks, count total bank, prepare cash drops, total all other charges, and understand portion sizes. Sufficient manual dexterity in order to use a knife to make garnish, pick up glassware and bottles, scoop ice, mix drinks, and reach overhead to retrieved stock. Ability to work standing in confined spaces for longs periods of time. Ability to operate a keyboard and learn Point of Sale procedures to pre-check an order and close out a check. Be familiar with all events happening at the hotel. Ability to maintain perspective and composure in demanding business situations such as an irate guest, rush of business or being short-staffed. Ability to divide attention among several tasks going on at one time. Ability to work cooperatively with others to achieve group work goals. Ability to effectively deal with customer complaints and concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions. Be able to provide accurate direction to the hotel and be familiar with the surroundings areas of the hotel.
