General Manager, Watr
Starwood Hotels
Grow with us...
Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
Grow with us...
Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock. It's about changing the world - little by little. We're the world's first mission-driven hotel company and we've got some lofty goals. All we ask is that you bring your true self and do all the good you can!
MAIN DUTIES:
As General Manager of Watr, you will lead, motivate, and energize the team while being responsible for the total operation and financial performance of the restaurant. You will analyze profit and loss, build sales, hire and train both management and hourly team members, and ensure daily execution of safety/sanitation protocols, quality food preparation, and exceptional guest service.
GENERAL DUTIES:
- Develop and communicate a departmental strategy that is aligned with the property and brand and lead in its execution.
- Establish goals to optimize performance and hold the department leadership team accountable for desired outcomes.
- Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
- Supervise and manage team members and day-to-day operations understanding positions well enough to perform duties in team member absence. Ensure and maintain the productivity level of team members.
- Assist team members on the floor during meal periods and high demand times.
- Provide excellent customer service to all team members and respond quickly and proactively to team member concerns.
- Monitor guest feedback and performance data to optimize guest engagement and retention and take appropriate corrective action. Respond quickly and proactively to guest’s concerns and take ownership of guest complaints/problems until they are resolved or addressed.
- Improve service by communicating and assisting team members to understand guest needs, providing guidance, feedback and individual coaching when needed.
- Meet with guests on an informal basis during meals or upon departure to obtain feedback on food & beverage quality, service and overall satisfaction.
- Stay informed of market trends and introduce new products and services to drive guest engagement, increase revenue and ensure a competitive position in the market.
- Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change.
- Identify the developmental needs of others and provide opportunities for growth and development to maximize talent.
- Develop the departmental budget and monitor financial performance to ensure goals are met or exceeded and opportunities are identified and addressed. Maintain a positive cost management index for departmental operations.
- Partner with the Marketing team to develop a comprehensive restaurant marketing plan that is aligned with the restaurant concept, including social media, in-house collateral, and events. Review and refresh plan quarterly. Report out on successes and misses of program.
- Oversee the financial aspects of the department including purchasing, payment of invoices and payroll.
- Ensure proper controls are in place and polices are established and followed by all team members.
- Establish and maintain open, collaborative relationships and ensure direct reports do the same.
- Ensure regular, ongoing communication occurs (e.g. daily rallies, divisional/departmental meetings, attendance at regular and ad hoc hotel meetings).
- Establish and maintain relationships with leaders and team members in other departments and ensure restaurant offerings are well communicated throughout the property.
- Recruit and select talented leaders and team members who will enhance the 1 Hotels culture and demonstrate functional expertise; ensuring staffing levels are appropriate to meet business demands.
- Create a learning atmosphere with a focus on continuous improvement.
- Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance.
- Utilize interpersonal and communication skills to lead, influence and inspire others; advocate sound business decisions; demonstrate honesty and integrity; lead by example.
- Build and maintain an organizational culture that maximizes employee engagement and attracts top talent. Ensure the environment of the department emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Encourage and build mutual trust, respect and cooperation among team members.
- Ensure company policy and Restaurant Brand Standards are followed.
- Optimize profits by controlling food, beverage and labor costs.
- Hiring, training and developing new hourly team members.
- Increasing sales by ensuring guest satisfaction and prompt problem resolution.
- Maintain an overall management style in accordance with our established best practices.
- Provide leadership and direction to all team members to ensure efficient operation.
- Ensure food quality and availability.
- Prepare and present hourly team member reviews.
- Responsible for ensuring team members have the tools to do their jobs.
- Oversee the progressive discipline aspects of the department.
- Ensures the training for newly hired staff is completed and they are certified to do their jobs.
- Complete all tasks assigned by Division Head on time.
- Manage day to day operations during scheduled shifts that include daily decision making, team member support, guest interaction, scheduling, planning while upholding standards, product quality and cleanliness.
- Review daily inventory, food costs, missing check reports, average checks, cover counts, and sales goals, and develop action plans if any fall below necessary standards.
- Work with all FOH managers to achieve individual performance goals and metrics that profitably grow the business while strengthening the brand and culture
- Continually communicate with the management team, line employees and support staff regarding operational issues to find solutions to problems
- Maintains regular 1 to 1 meetings with the management team in order to create accountability.
- Maintain proper staffing levels to ensure efficient and proper guest service.
- Be knowledgeable of policies regarding personnel and administer prompt, fair and consistent corrective action for any and all violations of company policies, rules and procedures.
- Responsible for the cleanliness and proactive maintenance of all areas of the restaurant including public areas.
- Prepare daily/weekly payroll reports.
- Attend weekly staff meetings, F&B meetings, pre-convention meetings, B.E.O. review meetings.
- Optimize profit by scheduling labor efficiently and ordering food and supplies to maintain appropriate inventory, portion correctly, minimize waste, etc.
- Prepare end of shift reports including daily labor, food control and daily sales.
- Immediately communicate and report equipment problems, practice good preventive maintenance with the Engineering team.
- Increase sales by ensuring guest satisfaction and prompt problem resolution.
- Exercise good judgment and decision making in escalating concerns and aggressively resolve issues.
- Ensures the environment in the restaurant supports our core values and encourages fun in the workplace.
- Responsible for compliance with federal, local health and safety codes as well as company safety and security policies. Emphasize safety, sanitation and security awareness, and ensure that team members are properly trained to create a safe work environment.
- Ensure adherence to company cash handling and payment processing procedures.
- Maintain food quality standards for the restaurant. Oversee all phases of food procurement, production and service, including, inventory and ordering, storage and rotation, food preparation, recipe adherence, plate presentation, and service and production time standards.
- Ensures facilitation of rally’s in all shifts.
- Responsible for the selection, on boarding and retention of team members through motivation, recognition, coaching and development.
QUALIFICATIONS & SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Minimum of 2 years full service restaurant experience as Restaurant Manager or Assistant General Manager level required.
- Record of maintaining high standards in restaurant cleanliness, sanitation, food quality, and guest satisfaction.
- Bi-lingual preferred.
- State and local alcohol enforcement where applicable.
- High school diploma or equivalent required, college degree preferred.
- Passion for the business and compassion for people.
- Highly energetic, self-motivated, goal oriented and dependable.
- Excellent oral and written communication skills, and outstanding leadership, interpersonal and conflict resolution skills.
- Must have extensive hands-on food and beverage knowledge and experience including multiple outlets with P&L responsibilities.
- Strong leadership & organizational management skills.
- Having directly supervised and led a team of least 50 employees.
- Strong knowledge in restaurant financial knowledge; (P&L /Budget/Food & Labor Costs).
- Ability to prioritize, organize and delegate work assignments.
- Ability to direct the performance of staff, motivate, maintain a cohesive team and follow up with corrections where needed.
- Ability to ascertain staff training needs and provide such training.
- Must be able to effectively listen, understand, and clarify concerns raised by employees and guests in the proper manner.
- Basic business math and accounting skills, and strong analytical/decision-making skills.
- MS Office
- Must be able to work a flexible schedule including opening, closing, weekends and holidays.
- Understanding of P&L and profit management
- Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and demands of the property.
Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.
Please note that your job description is not an exhaustive of tasks and duties, but serves a guideline for daily duties, which may change from time to time.
“I have read and understand the job description as stated above and accept that any of the tasks may be modified or changed. I accept responsibility for knowing the modifications and/or changes in this job description. By signing below, I am confirming that I can perform the essential functions of this job as listed above, with or without reasonable accommodations.”
About us...
As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.
Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.