Executive Assistant Manager i/c Food & Beverage

• Ensuring that all guests feel valued and receive the very best service each and every time they visit

• Reviewing and refreshing the menu on a regular basis to offer guests innovative and performance boosting options throughout the day

• Lead by example in delivering a warm, professional and welcoming service style which exceeds guest expectations

• Maintain product and service quality standards and drive continuous improvement through regular feedback and evaluation processes

• Bring to life The Pullman resort and food and beverage experience and guidelines, reflecting the brand’s DNA while meeting the needs of our guests

• To ensure that restaurants and public areas are guest ready at all times

• To ensure that all staff grooming and uniform standards are immaculate at all times

• Respond positively, politely, and efficiently to all guest requests and handle their complaints professionally

• Understand and drive guest satisfaction through feedback from Voice of the Guest and online platform Trust You to achieve NPS & RPS targets

• Support the teams to meet KPIs (Le Club, Audits, Fundraising, Guest satisfaction etc.)

• Record all Loyalty guests, VIPs, and guests with special needs and wants and advise relevant departments

MAKING IT SEAMLESS - Operational, commercial and sales:

• Manage the day-to-day operations of the food & beverage outlets aligned to Pullman standards, ethos and vision to exceed guest expectations

• Work to budgets, plan and forecast future sales and revenue opportunities

• Engage, inspire and effectively manage a team of Heartists and their training needs

• Ensure all food & beverage areas of the hotel are consistently maintained and meet standards of attractiveness, comfort, cleanliness and safety

• Ensure the safety and wellbeing of employees and guests

• Assist in the maintenance of sound emergency and security procedures

• Ensure adherence to the relevant legislation to fire, hygiene, employment and licensing

• Respect and contribute to the hotel’s commitment to the “Environment Charter” (saving energy, recycling, sorting waste etc.) and safety guidelines

• Monitor the RPS (online reputation performance score) and LQA (leading quality assurance audits) - key brand KPIs and implement related actions for improvement

• Ensure brand essentials and Le Club standards are met

You may be asked to perform other duties as assigned by your manager.

WHO YOU WILL BE

PERSONABLE, CREATIVE AND CONFIDENT

You are passionate about foods, wines and customer service, and seek out the latest insights into the food and beverage trends. People see you as extremely professional, personable and a natural leader who thrives on working in a fast-paced environment. You lead by example and always motivate your team to deliver exceptional customer service even under pressure. You will have a strong entrepreneurial spirit and dare to take risks to drive improvement and change. You will have high energy levels, a strategic outlook and a confident management style that inspires and brings out the best in your fellow Heartists.