Job Description

Posting Date Jan 30, 2022

Job Number 22007000

Job Category Food and Beverage & Culinary

Location The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia

Brand The Ritz-Carlton

Schedule Full-Time

Relocation? N

Position Type Management

Located Remotely? N

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Set to open in mid-2022, The Ritz-Carlton, Melbourne offers legendary Ritz-Carlton guest service to visitors to Australia’s arts and epicurean capital. A beacon of Melbourne’s rich culture, history and future, the hotel takes centre stage at 270m high, commanding the city’s skyline. Guests are welcomed via express elevator, direct to the Sky Lobby on Level 80 of the hotel which affords uninterrupted panoramic views of Melbourne city and surrounds. The hotel comprises 257 luxury guest rooms and suites, including The Ritz-Carlton Club and The Ritz-Carlton Suite. A signature restaurant, intimate bar and spacious all-day dining lounge offer local and seasonal menus and an extensive beverage list. World-class meeting and event spaces total 2,781sqm, and include The Ritz-Carlton Grand Ballroom, complete with expansive pre-function space, 7m high ceilings and impressive floor to ceiling feature-window. Completing the luxury offering, The Ritz-Carlton Spa presents a holistic wellness experience, with six treatment rooms, spa, sauna, gym, yoga area and a tranquil infinity pool and pool deck, with views across the city.

JOB SUMMARY

Areas of responsibility include Restaurants, Lounge, In-Room Dining and Mini Bar. Supervises daily restaurant, lounge, In-Room Dining and Mini Bar operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 4 years experience in the food and beverage, culinary, or related professional area.

OR

2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the food and beverage, culinary, or related professional area.

CORE WORK ACTIVITIES

Managing Day-to-Day Operations

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Maintains service and sanitation standards in restaurant, bar/lounge and in-room dining service areas.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Leading Food and Beverage Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Ensures and maintains the productivity level of employees.

Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.

Ensures compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.

Ensures compliance with all applicable laws and regulations.

Ensures compliance with food handling and sanitation standards.

Ensures staff understands local, state and Federal liquor laws.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Establishes guidelines so employees understand expectations and parameters.

Monitors alcohol beverage service in compliance with local laws.

Provides Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.

Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Empowers employees to provide excellent customer service.

Acts as the guest service role model for the restaurants, sets a good example of excellent customer service and creates a positive atmosphere for guest relations.

Handles guest problems and complaints.

Meets with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.

Ensures corrective action is taken to continuously improve service results.

Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Manages service delivery in outlets to ensure excellent service from point of entry to departure (e.g., greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment & invitation to return).

Managing and Conducting Human Resource Activities

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Identifies the educational needs of others, develops formal educational or training programs or classes, and teaches or instructs others.

Ensures employees are treated fairly and equitably. Strives to improve employee retention.

Ensures employees receive on-going training to understand guest expectations.

Solicits employee feedback, utilizes an "open door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Strives to improve service performance.

Ensures recognition is taking place across areas of responsibility.

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Assists servers and hosts on the floor during meal periods and high demand times.

Recognizes good quality products and presentations.

Supervises daily shift operations in absence of Assistant Restaurant Manager.

Oversees the financial aspects of the department including purchasing and payment of invoices.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.