Key Responsibilities:
Operational Oversight
- Maintain a strong presence across all service periods and outlets, including bars, restaurants, pool areas, in-room dining, and banquet functions.
- Conduct regular floor walks during service to observe, support, and guide staff in real time.
- Identify service bottlenecks or inefficiencies and implement operational improvements.
- Ensure all service standards and sequences are consistently followed and elevated across outlets.
- Create and manage staff schedules that balance operational coverage with team member time-off requests, ensuring both service continuity and employee well-being.
Team Leadership & Coaching
- Collaborate closely with Food & Beverage Manager to align service approach and develop targeted training plans based on feedback and performance insights.
- Act as a mentor and trainer, fostering a culture of continuous learning and service excellence.
- Lead daily pre-shift briefings and trainings that focus on guest engagement, upselling, menu and beverage knowledge, service sequence and brand standards.
- Provide on-the-spot coaching and support to service team members to improve performance, efficiency, and style.
Guest Experience & Satisfaction
- Engage directly with guests during service to ensure satisfaction, anticipate needs, and resolve issues promptly.
- Track guest feedback (via platforms like internal surveys, online reviews, and guest comments) and lead initiatives to improve guest satisfaction scores.
- Champion service recovery efforts and ensure high-touch follow-up with guests when needed.
- Implement and monitor small-scale projects aimed at enhancing guest experience and personalization.
Upselling & Revenue Support
- Ensure upselling of promotions, signature experiences, and add-ons is consistently executed by service staff.
- Monitor performance of upselling initiatives and provide feedback to improve conversion.
Collaboration & Communication
- Work closely with kitchen, bar, and service teams to ensure seamless coordination and communication across departments.
- Participate in F&B management meetings, providing feedback from the floor and suggesting improvements.
- Assist in quality control of menus, setups, and guest touchpoints.
- Daily recap of guests arrivals/inhouse/departures to ensure a complete tracking of their journeys from start to finish + assignment of teams to fulfill guests needs.