Job Description
Position: Reception/Reservations Manager
Unit: Restaurant Riyadh
Reports to: Assistant General Manager / General Manager
Liaises with: All Departments
Responsible for: Reception/Reservations Supervisor
Department: Food and Beverage
Outline of Role & Responsibilities
General Duties-Staff
• To have regular job ****s with the Reception/Reservation Team and report to AGM/GM.
• Ensure holiday records are kept up to date and staff take holidays in a timely fashion according to their holiday entitlement.
• Recruit employees to the agreed staffing levels.
• Manage the Team with a firm but a fair management style that encourages contribution and personal development.
• Never accept poor performance, always motivate, coach and develop the Team.
• Manage poor performance, attendance and sickness to support outstanding guest care.
• Manage all disciplinary issues within the department.
• Finalize weekly rota and present AGM to approve.
• To maintain high standards of morale and personal appearance of all staff.
• Arrange bi-weekly staff inductions and ensure all new employees attend this induction.
General Duties-Guests
• Ensure that the Standards Operating Procedures (SOP) manual for is always up to date and that agreed procedures are followed at the times.
• Get to know, develop and maintain excellent relations with our customers. Develop and maintain a comprehensive guest history to ensure you and your team anticipate their needs.
General Duties- Finance
• Recommends food and beverage promotions within the outlet, planning, budgeting and execution of the promotions.
• Ensure that the restaurant’s personnel budgets are strictly adhered to.
General Duties- Others
• Responsible for the monthly inventory count for Reception/Reservation.
• Ensure all function sheets are created/followed and carried out in accordance with written and verbal instruction.
• Communicate all maintenance requirements of the Reception/Reservations Department.
Ordering, Receiving & Stock Control
• Have a thorough understanding of the operating stock control system and restaurant procedures.
• You will be responsible for ordering all items, as required by the reception/reservations
o All office stationary ******
o Papers, menus etc.
• Maintaining sufficient supplies while ensuring the security of all items held on site.
• Responsible for receiving all restaurant goods and ensuring delivery notes and invoices are correct.
• Validate amounts and prices are correct and signatures are done for each delivery.
• Any discrepancies must be reported to HO (Head Office) and supplier.
• Responsible for weekly and monthly stock control for all products relating to the reception/reservations, producing weekly/monthly reports as required.
• Evaluate any discrepancies in the stock and report to General Manager and financial controller.
Pre Shift Duties
• Distribute the waiter slips.
• Check the booking sheet to identify regulars and VIP customers.
• Ensure all pre-******/ set menus are delivering to the kitchen, e.g. Flowers and cake requests also.
• Read all the names on the booking sheet a couple of times before the shift starts in order to be familiar with them.
Assist with Database Build
• Identify the guests in relation to their needs; regularity and time of dining, food and drink choice, seat preference, etc
• Show every effort to get guests related details. E.g. Position, telephone number, email ID, Web address, birthday, etc
Other Duties During Shift
• Always follow Restaurant Sequence of Service (see Restaurant SOS SOP’s).
• Liaise with your Reception/Reservations Supervisor to maximize daily bookings.
• Identify inefficiencies in booking sheets and develop solutions to problems
• Forecast the no show rate and be prepared to exploit it fully by accommodating the walk-ins and last minute bookings taken by phone.
• Try to accommodate regulars and concierge reservations requests
• Utilize all tables to achieve higher turnover
• Work closely with Concierges and other agents to increase profile, inform them of events, new menus and any business updates
• Communicate with the Floor Manager/Restaurant Manager continuously to update on the dynamics of the reservations, delays, cancellations in order to avoid unnecessary table chasing or rigid return time policy
• Keep in touch with kitchen as and if needed, to help them arrange their work flow
• Inform our guests about upcoming events at Restaurant.
• Observe the development of individual staff and to give regular appraisals
• Ensure that all staff are undertaking their responsibilities to the best of their ability
End of Shift Duties
• Make sure closing check lists are completed, so all Restaurant standards are met.
• Ensure that any lost property is recorded and shared with the other managers.
• Make sure all closing reports are created and distributed to all management members regarding the day finished and the following day.
Other Duties
• Report for duty punctually wearing appropriate attire.
• Maintain a high standard of personal appearance and hygiene at all times, always remembering that you lead by example.
• Establish and maintain a good rapport and working relationship with all the staff in Restaurant and all other departments as well as suppliers.
• Provide a courteous, professional, attentive and efficient service at all times with all Restaurant departments and customers.
• Attend and contribute to all staff briefings and other related activities.
• Undertake any reasonable task and secondary duties as assigned by the General Manager.
• Respond to any changes in the restaurant function as dictated by the General Manager.
• Support new recruits through on the job training.
• Have a complete understanding of all the restaurants service functions and responsibilities
• Attend all management and organized meetings as requested by the General Manager.
• Be conversant with every aspect of the company’s Emergency, Health and safety and Fire procedures.
• Ensure you are aware of, and that you enforce all the company policies in the respects of human resources and staff welfare.
• Work in accordance with legislation relating to equality and opportunity in the workplace.
• Take responsibility for the security of the restaurant/bar premises and property at all times.
• Ensure that impeccable standards of cleanliness are maintained throughout the operations.
• Attend any training or re-training sessions as deemed necessary by the company including first aid training. Once qualified you will rota’d as a first aid trained member of staff whilst you are on duty.
• Be fully conversant with the geographical layout of the operation and to know the exact whereabouts of all equipment of an operations nature.
• Be aware of and ensure constant compliance with all necessary operational policies including:
• Health and Safety
• Food Safety & Hygiene
• Maintenance
• Emergency Procedures
Health and Safety and Welfare
• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departments fire, emergency and Bomb procedures.
• Ensure that all required daily, weekly, monthly paperwork is completed, checked and filed in accordance with company policies.
• Ensure all team members are aware of and trained to comply with all legal policies, practices and procedures.
• Emergency procedures are rehearsed monthly and attendance records are kept; all emergency procedures need to be implemented and enforced to provide for security and safety of guest and employees
• All staff within the department must be trained in a manner, which is safe and unlikely to give risk of harm or injury to themselves or others
• Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department
• Be fully conversant with the Restaurant “Food and Hygiene Policy” and “Health and Safety Policy”
hr@riyadhvision.net