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General Manager of Food & Beverage Outlets / SLS Brickell Hotel & Residences
The General Manager of Food & Beverage Outlets reports to the Director of Food & Beverage and is responsible for ensuring implementation of the sbe brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share for all Food and Beverage Outlets on property. Holds property leadership team accountable for strategy execution, and guides their individual professional development. Ensures the objectives and goals of SLS Brickell Hotel & Residences achieve brand positioning and success. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
Duties & Functions
Business Strategy Development:
Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; ensures property business plans are aligned with sbe brand business strategies; translates sbe global strategic plan into one that can be executed on property.
Business Strategy Execution:
Executes business plans designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with The sbe brand business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on property performance.
Sales and Marketing:
Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; ensures sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; ensures property leaders understand and leverage sbe demand engines to full potential; augments guest preference for property through booking ease and quality interactions with sales force.
Talent Management and Organizational Capability:
Creates a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.
Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding property and sbe brand goals to employees, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence; represents sbe brand values in all leadership actions.
Business Information Analysis:
Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.
Employee and Labor Relations:
Ensures all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; full availability to employees (“open door policy”); ensures pay and benefits are appropriate for labor market; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.
Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; established revenue strategy that supports sbe brand positioning in local market; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.
Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and sbe brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.
Customer and Public Relations Management:
Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; ensures that products, services, and events attain the appropriate publicity (“PR buzz”).
Company/Brand Policy, Procedures, and Standards Compliance:
Ensures property compliance with legal, safety, operations, labor, and sbe brand product and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; ensures employees are appropriately trained and performing to standard.
- Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
- Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
- Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
- Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
- To be aware of and ensure constant compliance with all necessary operational policies including:
Health and Safety
- Food Hygiene
- Emergency Procedures
- Liquor Licensing
- Assimilate into sbe’s culture through understanding, supporting and participating in all sbe elements. Demonstrate working knowledge of the service standards.
- Regular attendance in conformance with the standards, which may be established by sbe from time to time, is essential to the successful performance of this position.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.
Safety & Physical Requirement
- Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly.
- Requires ability to lift large a lift minimum of 50 lbs.