Operations Manager

Organization- Park Hyatt Bangkok
Summary
**Main Duties:
Administration

• Ensures that the Food and Beverage activities at Penthouse Bar + Grill are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
• Oversees the preparation and update of individual Departmental Operations Manuals.
• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensures the smooth operation of Penthouse Bar + grill in the absence of the Penthouse General Manager.

Customer Service

• Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.
• Ensures that employees also provide excellent service to internal customers in other departments as appropriate.
• Spends time in public areas observing employee-guest interaction and talking with guests, works through Heads of Department to coach employees in guest service skills as necessary.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.

Financial

• Maximizes employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• Ensures that Penthouse Grill is operated in line with maximizing profit while delivering on the brand promise.
• Ensures that each cost center (e.g. Stewarding) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
• Assists in the preparation of the Annual Business Plan for Food and Beverage with a focus in Penthouse Grill.
• Assists in the monthly reforecasting for Penthouse Grill.
• Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
• Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.

Marketing

• Assists in the preparation, utilization and update of the Annual Marketing Plan
• Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that Penthouse Bar + grill operations remain competitive and cutting edge.
• Encourages Penthouse Bar + Grill team to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.

Operational

• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Monitors all operations, especially during peak business periods, working through the respective asst. managers and specialist to make adjustments where necessary.
• Ensures that all Touches of Hyatt and the Food and Beverage Top 20 are implemented.
• Ensures that Food and Beverage Departments respond to the results of the Hotel IQ and to ensure that the relevant changes are implemented.
• Ensures that Food and Beverage employees work in a supportive and flexible manner with other departments, in a spirit of "We work through Teams".
• Ensures that all employees are up to date with the availability of seasonal and new products on the market.
• Tastes and monitors the food and beverage products served throughout the operation, provides feedback where appropriate.

Qualifications
**Core Skills

• Produces Quality Work

The ability to produce high quality work in a consistent and reliable manner, in support of Hyatt's standards and processes

• Achieves Results**
  The ability to identify priorities, solve problems, produce desired results and be accountable for commitments

• Promotes Teamwork and Collaboration

The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.

• Communicates Effectively**
  The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.

• Shows Initiative and Resourcefulness

The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically

• Focuses on Customers

The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction