Direct Supervision

Director of Banquets and all operations F&B leaders and supervisors for all Biltmore Hotel outlets. 

Position Summary

Responsible for the overall operation of Food and Beverage in partnership with the Executive Chef while maintaining luxury standards and maximizing profitability. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). 

Responsibilities

• Observe the performance of all direct reports and their operations with sufficient frequency to enable qualitative evaluation and control.
• Maintain complete knowledge of and comply with all departmental and policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Oversee all food and beverage outlets, banquet operations, pool service operations, room service and Afternoon Tea service.
• Design and develop division policies and operating budget including, but not limited to staffing, forecasts and payroll costs.
• Prepare, implement and maintain division standards and control objectives.
• Participate in establishment of a marketing and public relations plan for F&B.
• Monitor productivity guidelines for all F&B outlets.
• Work closely with the Executive Chef and Purchasing Manager to maximize profits in F&B as well as establish and implement annual objectives for F&B department.
• Select and supervise F&B department heads.
• Ensure that required operating licenses and permits are displayed as required by law.
• Serve as member of Executive Committee.
• Work closely with the Managing Director and all Executive Committee members in supporting and achieving the hotel's goals and objectives.
• Support and uphold hotel philosophy concerning hiring, employee relations, supervision, and disciplinary action.
• Participate in quality control activities.
• Implement and maintain spirit of hotel's mission.
• Interact in courteous and professional manner with all guests, members, staff, vendors and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Apply principles of logical thinking to a wide range of unstandardized intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Attend divisional and general meetings.
• Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain clean and safe work area. Overall responsible for meeting all county and state sanitation requirements and passing inspections.
• All other duties as required.

Technical Skills:

• Prior experience is areas such as banquets, room service, purchasing, kitchen operation, bar and restaurant operations; 

Ability to: 

• Maintain knowledge of first class food and beverage operations, imported and domestic wines, and of budgeting 
• plan, implement and design operating standards and procedures
• effectuate quality and quantity control standards; ability to understand a financial statement and react to it
• establish annual objectives for the division and each management member of the team;
• be resourceful, creative and maintain flexibility
• train, motivate, evaluate, mentor and direct employees and managers to meet desired ends
• add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces

Technical Skills (Continued)

• Ability to:
• access, input, analyze and retrieve information from computers;
• maintain excellent relations with staff; ability to maintain staff and guest confidentiality at all times
• accept responsibility for actions of others; 
• manage by example; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel
• converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations
• focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions
• memorize, recollect and quickly retrieve dates, names, times and other data
• work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions
• participate in (and lead when necessary) all departmental and hotel-wide meetings

Experience and Education Required

• Minimum of five years experience leading large luxury resorts with complex, large operations

Skills Required

Must be able to: 

• Speak, read, write and understand the English language.  
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using sound judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.

Skills Required (Continued)

• Maintain confidentiality of guest information and pertinent resort data. 
• Use a computer keyboard and possess basic typing skills. 
• Possess moderate to advanced computer skills.  
• Work in a dynamic and constantly changing environment. 
• Adept to multitasking. 

Physical Demands

Must be able to: 

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds 
• Stand, sit, or walk for an extended period of time or for an entire work shift 
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity. 
• Visually look at a computer for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.  

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities 

Success Criteria (Continued)

• Makes decisions in a timely manner
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees