Outlet Manager

Role Overview

Outlet Manager at Marriott, supervising restaurants, bars, and room service operations. The role is responsible for daily operational management, guest satisfaction, employee leadership, and financial performance across food and beverage outlets.

Role Purpose

Supervise daily restaurant operations, maintain service and sanitation standards, assist with menu planning, lead and develop the food and beverage team, and maximize guest and employee satisfaction while optimizing financial performance in areas of responsibility.

Key Responsibilities

Managing Day-to-Day Operations

• Supervise and manage employees across all assigned areas.
• Manage all day-to-day operations in restaurants, bars, lounges, and room service areas.
• Understand employee positions well enough to perform duties in employees' absence.
• Maintain service and sanitation standards in restaurant, bar/lounge and room service areas.
• Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Assist servers and hosts on the floor during meal periods and high demand times.
• Supervise daily shift operations in absence of Assistant Restaurant Manager.
• Oversee the financial aspects of the department including purchasing and payment of invoices.

Leading Food and Beverage Team

• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial and business decision making and demonstrate honesty and integrity.
• Lead by example as a role model demonstrating appropriate behaviors.
• Identify the developmental needs of others and coach, mentor, or otherwise help others improve their knowledge or skills.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Ensure and maintain the productivity level of employees.
• Provide the leadership, vision and direction to bring together and prioritize departmental goals in a way that is efficient and effective.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Establish guidelines so employees understand expectations and parameters.
• Ensure compliance with all food and beverage policies, standards and procedures by training, supervising, follow-up and hands-on management.
• Ensure compliance with all applicable laws and regulations.
• Ensure compliance with food handling and sanitation standards.
• Ensure staff understands local, state and Federal liquor laws.
• Monitor alcohol beverage service in compliance with local laws.

Ensuring Exceptional Customer Service

• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manage day-to-day operations to ensure the quality, standards and meet the expectations of customers on a daily basis.
• Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations.
• Empower employees to provide excellent customer service.
• Act as the guest service role model for the restaurants, set a good example of excellent customer service and create a positive atmosphere for guest relations.
• Handle guest problems and complaints.
• Meet with guests on an informal basis during meals or upon departure to obtain feedback on quality of food and beverage, service levels and overall satisfaction.
• Ensure corrective action is taken to continuously improve service results.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Manage service delivery in outlets to ensure excellent service from point of entry to departure, including greeting from hostess, speed of order taking and food and beverage delivery, fulfillment of special requests, collection of payment and invitation to return.

Managing Human Resource Activities

• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Identify the educational needs of others, develop formal educational or training programs or classes, and teach or instruct others.
• Ensure employees are treated fairly and equitably.
• Strive to improve employee retention.
• Ensure employees receive ongoing training to understand guest expectations.
• Solicit employee feedback, utilize an "open door" policy and review employee satisfaction results to identify and address employee problems or concerns.
• Ensure recognition is taking place across areas of responsibility.

Additional Responsibilities

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Recognize good quality products and presentations.
• Assist with menu planning.
• Strive to continually improve guest and employee satisfaction.
• Determine training needed to accomplish goals, then implement plan.

Qualifications & Experience

High school diploma or GED and four years of experience in food and beverage, culinary, or related professional area.

OR

Two-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or related major and two years of experience in food and beverage, culinary, or related professional area.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.