Restaurant Supervisor

Company: Ocean Hotels Barbados

JOB SUMMARY

The primary function is to supervise staff and assist in the running of the daily restaurant’s operation. He/She ensures that all orders are taken from guests while having substantial Food and Beverage knowledge in order to upsell and describe menu items, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.

The Restaurant Supervisor must be efficient in handling customer complaints and be responsible for all restaurant operations in the absence of managers.

SCOPE

Under the direction of the Food and Beverage management team, the Restaurant Supervisor’s duty is to lead the team to ensure they provide polite and efficient service at all times in an effort to maintain our exceptional standard of service and quality at Ocean Hotels Barbados.

RESPONSIBILITIES

Operational

• Always promotes him/herself in keeping with the high standards of appearance and conduct, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Takes a personal interest in ensuring the AAA 5 diamond standards are always sought after, maintained and exceeded
• Responsible for advising immediately, the Restaurant Manager or any other appropriate department head, anything which is considered to be a health or safety hazard
• To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood
• Be knowledgeable of the hotel facts, facilities, and amenities eg. the gym, kids club, teen lounge and business center. Encompassing the product available within the Montrose and Ocean Hotels Group
• Be knowledgeable of all aspects of the restaurant and the bar.
• To comply with all hotel procedures and protocols related to COVID 19 and infectious diseases
• In the absence of the Restaurant Manager the supervisor must  be able to carry out the daily operations of the Restaurants and Bars ensuring effective communication and execution  of all required standards and procedures by all Ocean Hotel employees
• In conjunction with the Restaurant Manager constantly monitor the quality and the presentation of all food items, liaising with the Executive/Sous Chef to ensure the same, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Handle any guest complaints in a professional, helpful and friendly manner at all times and immediately advise the Restaurant Manager of the situation (contact the Duty Manager in the Restaurant Manager’s absence)
• Must inform the Restaurant Manager, Executive Chef and Storeroom Personnel of any special requirements, allergies or dietary needs
• Monitor and assist in the writing of the weekly roster for all restaurant & bar staff, ensuring that adequate manning levels are in the line with the terms of Ocean Hotels Standards
• Liaise with guests regarding any complaints, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards. taking action as necessary, and report to the Restaurant Manager verbally, via email or through the logbook
• In accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards., ensure guests are given prompt, attentive and unobtrusive service at all times
• Must be able to assign staff to various stations to meet the restaurant service needs and company standards
• Oversee the supervision of all staff in all Restaurant and Bar areas and ensure that the Company policies and procedures are followed at all times, and that Company standards are being upheld at all times. Report any concerns to the Restaurant Manager, and in his/her absence, seek the assistance of the Duty Manager
• Liaise with Executive Chef or Sous Chef to ensure effective communication and cooperation between front & back of house operations
• Ensure the employees, the restaurant and surroundings  comply with the Workplace Health and Safety Act. (W.H.S.A)
• Conduct all stock takes and equipment inventory as required
• Ensure all procedures in regard to wastage and transfers are carried out to Ocean Hotel standards
• Any other duties as requested by your Subordinates due to business demands
• Work in any area which may require additional staffing
• At the end of each shift complete all necessary daily reports
• Speak with guests and staff using clear and professional language, and answer phone calls using verbiage to Ocean Hotel Standards, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Should have the ability to answer any questions regarding menus and assist with menu selections
• Ensure all staff apply service techniques correctly at all times and serve Food & Beverage items with enthusiasm
• Record all transactions / orders in Point of Sales systems. Perform shift closing on the Point of sales terminal and tally cash and credit card settlements.
• Check with guests to ensure satisfaction with each food course, beverages and service, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Ensure staff maintains cleanliness of work areas, china, glass, etc. throughout the shift.
• To assist with processing the daily cash sheets in conjunction with other supervisors and managers.(where applicable)
• To assist in the planning and coordinating wine list/cocktail/food menus with the management team.(where applicable)
• Working with other supervisors to coordinate all aspects of stock deliveries and keep accurate and up to date records. Be responsible for stock storage areas, ensuring they are secure, neat and clean at all times
• To assist with weekly ordering so as to ensure that stock levels are maintained and any special order for functions etc. are placed in a timely manner
• To assist with maintaining high standards of quality control, hygiene, and health and safety throughout restaurants and bars  areas
• To support other supervisors and colleagues at peak times and to undertake any operational duty which might be reasonably required, to ensure customer expectations are met
• Ensure that team members are always well groomed following Ocean Hotels Company Standards and ready for work, in accordance with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards
• Escort customers to their tables
• Check customers’ identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages
• Collaborate with management to develop and carry-out ideas and procedures to continuously improve department performance
• Collaborate with management to recognize and celebrate hourly team performance contributions (e.g. department-specific recognition programs)
• Ensures that hotel brand standards and SOP's are consistently implemented and adhered to
• Work with fellow staff and managers to ensure that the restaurant achieves its full potential
• Under the direction of the Food and Beverage management team, participate in departmental meetings, gathering pertinent information for the development of the team

People Management 

• In collaboration with the Food and Beverage management team, manages, motivates and monitors the performance of the restaurant team

• When required, actively participates in the recruitment process for the restaurant team by identifying staffing needs and shorting potential candidates by utilising the company’s HRIS (BambooHR)
• In collaboration with the Food and Beverage management team, conducts candidate interviews as required, and informs the human resources team and Food and Beverage management team of successful candidates in a timely manner
• Assists the Food and Beverage management team in identifying candidates that are not performing to the expected standards of the company and recommend what steps should be taken
• Along with the Food and Beverage management team, comanages the performance management process within the restaurant team by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement
• To ensure that the restaurant team’s goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with restaurant staff to maximise on performance expectations
• Actively coaches the restaurant staff to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility, in collaboration with the Food and Beverage management team
• Shares the responsibility with the Food and Beverage management team in conducting annual performance appraisals for restaurant staff, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system
• Able to access and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken
• Plan and execute frequent team building activities, in an effort to maintain the momentum and productivity of all restaurant staff
  
  

Training and Development 

• In collaboration with the Food and Beverage management team, comanages all aspects of Training and Development and Talent Management to maximise on restaurant staff, personal and professional growth, in accordance with company’s Human Resources - Training and Culture Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards
• Along with the Food and Beverage management team, identifies and conducts assessments to determine what training needs are required for restaurant staff within the department to increase job knowledge
• Monitor guests' feedback and provide feedback on how restaurant staff could improve on their overall performance
• Communication with the Food and Beverage management team to recommend and assist with the creation and implementation of training plans, based on assessment and guests’ feedback
• Liaise with the Food and Beverage management team and the Human Resources - Training and Culture Development team to support the restaurant team’s development objectives and ensure that bar staff are equipped with the necessary tools and materials to effectively execute their daily tasks
• To carry out or ensure that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards
  

KNOWLEDGE, SKILLS, EXPECTATIONS AND PERSONAL ATTRIBUTES

Knowledge

The Restaurant Supervisor must have proficient knowledge in the following areas:

• Need to have a good understanding of food safety laws and best practices.
• Knowledge of food hygiene.
• Knowledge of food and menu trends as well as pricing mechanisms.
• Knowledge of food and beverage planning and administration.
• Knowledge of Spirits and Wine
• Inspection procedures for food and beverage.
• All Applicable laws and procedures.
• A tertiary qualification (or equivalent), or at least three years practical experience in Food & Beverage Leadership roles.
• Level 3 or above Caribbean Vocational Qualification in Bartending and Mixology
• Level 3 or above National Vocational Qualification in Management

Skills

The Restaurant Supervisor must demonstrate the following skills:

• Excellent interpersonal skills
• Team building skills
• Employee motivational skills
• Analytical and problem-solving skills
• Decision making skills
• Effective verbal and listening communications skills
• Attention to detail and high level of accuracy
• Very effective organisational skills
• Effective written communications skills
• Computer skills including the spreadsheet and word processing programs, and e-mail at a highly proficient level
• Stress management skills
• Time management skills
• Knowledge of HACCP (Hazard analysis and critical control points), implementation and daily audits
• Ability to provide effective leadership in training

Personal Attributes

The Restaurant Supervisor must demonstrate the following personal attributes:

• Hospitality

• Creativity

• Reliability

• Compatibility

• Effective follow up

• Flexibility

• Sincerity

• Integrity

Key Performance Indicators 

• Ability to create rosters with adequate staff based on hotel occupancy
• Ability to train staff in compliance with Ocean Hotels Barbados & AAA standards.
• Ability to act as a liaison between management and line staff
• Ability to assign tasks daily & oversee daily operations within the department
• The ability to assist in stock taking & ordering
• Ability to enforce job roles, responsibilities & performance expectations