Senior Food and Beverage Operations Manager

Position Overview

Supervises daily Food and Beverage (F&B) shift operation and ensures compliance with all F&B policies, standards and procedures. Manages day-to-day operations, monitors quality and standards to meet customer expectations, maintains the operating budget, and verifies that standards and legal obligations are followed.

Key Responsibilities

Managing Day-to-Day Operations

• Assists in the ordering of F&B supplies, cleaning supplies and uniforms.
• Supervises daily F&B shift operations and ensures compliance with all policies, standards and procedures.
• Supports and supervises an effective monthly self-inspection program.
• Operates all department equipment as necessary and reports malfunctions.
• Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Understands employee positions well enough to perform duties in their absence.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Monitors and maintains the productivity level of employees.
• Verifies that all team members/supervisors understand the brand specific philosophy.
• Maintains the operating budget and ensures that standards and legal obligations are followed.
• Assists supervisors in understanding team members’ ever-changing needs and expectations, and how to exceed them.
• Celebrates and fosters decisions that result in successes as well as failures.
• Communicates areas that need attention to staff and follows up to ensure understanding.
• Coordinates cleaning programs in all F&B areas, identifying trends and recommending improvements.
• Establishes and maintains open, collaborative relationships with employees.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for service.
• Follows property-specific second effort and recovery plans.
• Stays readily available and approachable for all team members.
• Demonstrates knowledge of the brand’s service culture.

Providing Exceptional Customer Service

• Provides services that exceed customer satisfaction and retention expectations.
• Improves service by communicating with individuals to understand guest needs and providing guidance, feedback, and coaching when needed.
• Serves as a role model by demonstrating appropriate behaviors.
• Manages daily operations to verify that quality and standards meet customer expectations.
• Takes proactive approaches when dealing with guest concerns.
• Sets a positive example for guest relations.
• Stays readily available and approachable for all guests.
• Reviews comment cards and guest satisfaction results with employees.
• Responds in a timely manner to customer service requests.

Managing and Conducting Human Resource Activities

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Administers the performance appraisal process for direct report managers.
• Conducts hourly employee performance appraisals according to Standard Operating Procedures.
• Communicates performance expectations in accordance with job descriptions for each position.
• Ensures employees are treated fairly and equitably, striving to improve retention.
• Identifies developmental needs and offers coaching or mentoring to improve skills and knowledge.
• Ensures disciplinary procedures and necessary documentation are completed according to SOPs and LSOPs, and supports the Peer Review Process.
• Interviews and hires management and hourly employees with the appropriate skills to meet operational needs.
• Manages beverage purchasing and control procedures and ensures staff training accordingly.
• Observes service behaviors and provides feedback to individuals or managers.

Additional Responsibilities

• Provides information to supervisors and co-workers via telephone, written communications, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution for problem-solving.
• Performs hourly job functions if necessary.
• Extends professionalism and courtesy to team members at all times.
• Understands budgets, operating statements, and payroll progress reports.
• Performs other duties as assigned to meet business needs.

Required Qualifications

• High school diploma or GED; 5 years experience in the food and beverage, culinary, or related professional area.
• OR 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 3 years experience in the food and beverage, culinary, or related professional area.

At Marriott International, we are committed to being an equal opportunity employer, welcoming all and providing access to opportunity. We foster an environment where the unique backgrounds of our associates are valued and celebrated.

W Hotels' mission is to Ignite Curiosity and Expand Worlds. We are a place to experience life—where originality, innovation, and the future of what’s possible come together. Join us to become the best version of you, working with a global team that values diverse experiences and ideas.