F&B Manager - Customer Development

Role Overview

F&B Manager - Customer Development at Emirates Flight Catering. This is a leadership role managing food and beverage operations with a focus on customer development and operational excellence.

Role Purpose

Oversee daily operations of assigned F&B outlets, monitor service standards and food costs, drive sales performance, and ensure consistent delivery of high-quality food while achieving targeted profitability and operational efficiency.

Key Responsibilities

Operations & Service Standards

• Oversee daily operations of assigned F&B outlets, monitoring service standards, food costs, wastage, productivity, and overall operational performance.
• Conduct regular operational visits and inspections across assigned F&B outlets to monitor food and beverage quality, service delivery, presentation, and adherence to established standards.
• Ensure consistent operational excellence across all locations.

Sales & Revenue Management

• Drive sales performance within the outlets by allocating operational responsibilities and monitoring team productivity.
• Identify opportunities to maximize revenue and achieve business targets.

Menu Planning & Food Quality

• Coordinate with the production department on menu planning and execution, food quality, kitchen operations, and related requirements.
• Ensure consistent delivery of high-quality food that meets established standards and customer expectations.
• Provide recommendations for new menus for the outlets in coordination with department leadership team, considering approved budgets, recommended selling prices, menu rotation, and new product introductions.
• Enhance product offerings and support outlet profitability.

Customer Complaint Resolution

• Investigate and resolve day-to-day customer complaints relating to food quality and service.
• Identify root causes and implement timely corrective and preventive actions.
• Enhance customer satisfaction and prevent recurrence of service or quality issues.

Staffing & Compliance

• Manage staffing requirements and monitor employee performance and development.
• Ensure compliance with hygiene, safety, Quality Policy, and applicable ISO standards.

Budget & Resource Planning

• Participate in preparing annual CAPEX and staffing budgets based on operational requirements and business forecasts.
• Ensure effective resource allocation aligned with financial objectives.
• Coordinate with relevant internal stakeholders for ordering or replacing materials and stocked items.
• Ensure timely availability of operational requirements while supporting cost control and uninterrupted outlet operations.

Qualifications & Experience

• Bachelor's degree in hospitality, hotel management, or any relevant field.
• Minimum 7 years of experience in the hospitality industry.
• 3 years' experience in a managerial role.
• Experience and understanding of luxury hotel and stand-alone restaurant operations.
• Knowledge of food safety regulations and hygiene protocols.
• Demonstrated achievements in food quality and cost control.

Skills & Competencies

• Excellent communication skills and interpersonal skills.
• Task oriented with excellent hotel and catering background and experience.
• Highly motivated team leader with good organizing skills.
• Strong planning and organizational skills with ability to multi-task and manage time effectively.
• Strong cross-functional collaboration and team-based approach.
• Ability to manage conflict constructively.
• High level of commitment to continuous improvement and adaptability to change.