Quality, Loyalty and Guest Experience Manager

4 months ago

مصر, Egypt Novotel Sihanoukville Holiday Resort (Hotel Opening) Full time

Company Description

Swissotel Sharm El Sheikh All-Inclusive Collection resort offers an unforgettable vacation for its guests with a sense of luxury service nested with nature, with a wide range of accommodation types, from rooms, and suites featuring contemporary designs, including a unique side for adults.

All this in the peaceful surroundings of beautiful gardens, swimming pools, magnificent landscapes, and a wide variety of à la carte restaurants, and particular spa services. Esteemed guests are welcome to relax and unwind in a quiet and elegant setting in the resort and enjoy a genuine experience of leisure, pleasure, and successful meetings.

Join our motivated and vibrant Team and build your career with us.

**Job Description**:
Summary

The Food and Beverage Manager is responsible for overseeing all aspects of the food and beverage operations within the hotel. This role involves managing the restaurant, bar, banqueting, room service, and any other dining facilities within the hotel. The goal is to ensure a high level of guest satisfaction, efficient operations, and financial success.

**Responsibilities**:
Team Management
- Recruit, train, supervise, and manage the food and beverage staff.
- Set performance expectations and provide regular feedback to ensure a high standard of service.

Operations Management
- Oversee the day-to-day operations of the hotel's restaurants, bars, and other dining facilities.
- Ensure compliance with health, safety, and hygiene regulations in food preparation and service.
- Manage inventory, ordering, and stock control for food, beverages, and supplies.
- Monitor and control costs to achieve budget targets.

Guest Service
- Maintain a guest-centric approach, ensuring exceptional customer service and guest satisfaction.
- Address guest feedback and complaints in a professional and timely manner.
- Monitor and analyse guest feedback from various sources, such as surveys, online reviews, and direct communication.
- Identify trends and areas of concern in guest feedback and work with relevant teams to implement improvements.
- Implement strategies to enhance guest satisfaction, loyalty, and engagement.

Menu Planning and Development
- Collaborate with kitchen chefs and culinary team to create and update menus that reflect current food trends and guest preferences.
- Ensure the availability of diverse menu options to cater to different tastes and dietary requirements.

Event Management
- Coordinate and oversee banqueting and catering events, ensuring smooth execution and customer satisfaction.
- Work with event planners and clients to customize menus and services for special events and functions.

Financial Management
- Prepare and manage the departmental budget, including revenue and expense forecasts.
- Monitor financial performance and implement strategies to increase revenue and control costs.

Marketing and Promotion
- Collaborate with the marketing team to develop promotions, campaigns, and special offers to attract customers to the hotel's dining facilities.
- Utilize social media and other marketing channels to enhance the hotel's food and beverage image.

**Qualifications**:
Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself
- Positive Orientation.
- Operational Decision Making.
- Self-Development & Management.

Leading Others
- Developing an Empowered Team.
- Leading an Engaged and Diverse Team.
- Communication.

Leading the Business
- Advocating Guest Passion.
- Business Planning and Analysis.
- Business Improvement and Change.

Experience/Certificates/Education
- Bachelor degree in Hospitality Management, Culinary Arts, Business Administration, or a related field.
- Previous experience in food and beverage management within the hotel industry.
- Strong leadership and interpersonal skills, with the ability to motivate and manage a diverse team.
- Excellent communication and customer service skills.
- Knowledge of food and beverage trends, industry best practices, and hygiene standards.
- Financial acumen and the ability to manage budgets and control costs.
- Problem-solving skills and the ability to handle challenging situations.
- Attention to detail and a commitment to maintaining high standards.
- Adept at data analysis and using insights to drive decision-making.
- Flexibility to adapt to a dynamic and fast-paced environment.
- Native Arabic speaker and fluency in verbal and written English is essential.

Additional Information

This is a pre-opening role.

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