Caruso’s – General Manager | Rose Wood

Job Description

Overview: A Single Point of Accountability (SPA) for the entire venue is responsible for venue financials, venue profitability, hitting or exceeding venue goals, motivating, coaching, and leading the team. Ensures the venue is running effectively and meeting all company standards, including execution of service, guest interaction, atmosphere, cleanliness, a genuine passion for the hospitality industry, and entrepreneurial spirit.

Essential Duties and Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards. 
• Provide exceptional service and ensure guest satisfaction with dining experiences. 
• Manage a team of food and beverage professionals, ensuring that brand standards and the required sequence of service components are executed precisely. 

Maintain complete knowledge of: 

• Fine dining service etiquette following Forbes, Michelin, and Rosewood Brand standards.
• Build, maintain, and adjust restaurant reservation blocks according to business levels to maximize revenue potential. 
• All menu items, preparation method/time, ingredients, source of ingredients, sauces, portion sizes, garnishes, presentation, and prices. 
• The characteristics and description of every wine/champagne by the glass and major wine/champagne by the bottle on the wine list. 
• All liquor brands, beers, and non-alcoholic selections are available in the restaurant. 
• Use designated glassware and garnishes for cocktails. 
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving. 
• Check storage areas for proper supplies, organization, and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies. 
• Establish par levels for supplies and equipment—complete requisitions to replenish shortages or additional items needed for the anticipated business. 
• Works closely with the Executive Chef and leadership to create exceptional culinary and guest experiences. 
• Periodically check with the Front Desk to review house count and arrivals updates. 
• Review sales for the previous day; resolve discrepancies with accounting—track revenue against budget. 
• Prepare weekly work schedules in accordance with the department’s labor standards and forecasts. Adjust schedules throughout the week to meet the business demands. 
• Manage and direct all F&B associates. 
• Interview, hire, and successfully onboard all new associates. 
• Conduct 30, 60, and 90-day reviews as well as end-of-year performance appraisals for all associates. 
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to resort standards. 
• Conduct a daily pre-shift meeting with staff and review all information pertinent to the day’s business. 
• Attend daily and weekly division and hotel meetings and cascade information to the team where appropriate. 
• Inspect grooming and attire of staff; rectify any deficiencies.
• Be able to analyze and participate in weekly labor meetings confidently. 
• Ensure that staff report to work as scheduled. Document any late or absent employees in accordance with the attendance policy.
• Coordinate proper breaks for staff. 
• Constantly monitor staff performance in all service and job function phases, ensuring all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. 
• Assign work and side duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations that compromise the department’s standards and delegate these tasks. 
• Monitor the preparation of station assignments, ensuring compliance with departmental standards. 
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. 
• Inspect table set-ups; check for cleanliness, neatness, and agreement to departmental standards; rectify deficiencies with respective personnel. 
• Inspect all aspects of the restaurant environment, ensuring compliance with standards of cleanliness and order—direct respective personnel to rectify deficiencies. 
• Ensure the Host stand is clean, organized, and stocked with designated supplies. 
• Ensure Host teams conduct daily confirmation calls and update all reservation notes and tags in line with reservation entry and Forbes standards. 
• Monitor and assist the Host in greeting and escorting guests to their tables according to departmental procedures. Ensure that tables are seated to best service the guests. 
• Review the reservation table management system, pre-assign designated tables, and follow up on all special requests. 
• Ensure that reservation blocks are set up and paced out according to the collective agreement on booking guidelines agreed between the front of house and culinary teams.
• Meet with the restaurant reservations team on a weekly basis to provide feedback and training on standards. 
• Check the pick-up and side stations, ensuring agreement to cleanliness standards, stock supply, and organization. 
• Anticipate heavy business times and organize procedures to handle extended waiting lines. 
• Manage guest relations and ensure guest satisfaction 
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day. Always promote positive guest relations. 
• Be familiar with all resort services/features and local attractions/activities to respond accurately to any guest inquiry. 
• Monitor and handle guest complaints by following the six-step procedures and ensuring guest satisfaction. 
• Monitor and maintain cleanliness and working conditions of departmental equipment, supplies, and work areas. 
• Assist restaurant staff with their job functions to ensure optimum service to guests. 
• Manage and approve void checks in accordance with accounting procedures. 
• Assist servers with expediting problem payments. Ensure all cashiering procedures are processed in compliance with accounting standards. 
• Run system-closing reports and ensure all servers’ checks are closed before signing out. 
• Ensure all closing duties for staff are completed before staff signs out. 
• Conduct formal training programs on the required job functions with criteria expected and department orientation with new hires. Conduct ongoing training with existing staff. 
• Foster and promote a cooperative working climate, maximizing productivity and employee morale. 
• Prepare and submit daily/weekly payroll and tip distribution records. 
• Complete work orders for maintenance repairs and submit them to Engineering. Contact Engineering directly for urgent repairs. 
• Document pertinent information in the department logbook. 
• Complete all paperwork and closing duties in accordance with departmental standards. 
• Review the status of assignments and any follow-up action with the Assistant Manager. 
• Create and maintain a positive collaboration between other outlets, vendors, and corporate/ownership teams. 
• Contribute proactively to the outlets’ financial success by having in-depth knowledge of financials ability to analyze profile and loss statements to help drive top-line revenue and control costs.
• Be able to lead the planning and execution of capex projects as outlined by the Director of Food and Beverage.
• Contribute proactively to the marketing and programming of the outlet by creating marketing plans, a calendar of programming initiatives, and holiday offerings.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow employees. 
• All other duties as required. 

Confidentiality: While working for the company, there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates unless otherwise stated.

General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills:

• Thorough understanding of financial reports, including labor; ability to effectively direct and manage all facets of the Outlet.
• Demonstrates project management experience in organizing, planning, and executing large-scale projects from conception through implementation.
• Demonstrates experience in leading and developing people and the ability to establish rapport and/or influence and gain understanding of others.
• Ability to lead a team, flexibility with work schedule.
• Ability to enforce hotel standards, policies, and procedures; prioritize, organize, and delegate work assignments.
• Ability to direct performance of outlet associates and follow up with corrections where needed; ability to motivate outlet associates and maintain a cohesive team; 
• Ability to promote positive work relationships with service personnel and other departments.
• Ability to ascertain associate’s training needs and provide such training; ability to work well under pressure of organizing and attaining production schedules and timelines.

Language: Required to speak, read, and write English, with fluency in other languages preferred.

Physical Requirements:

• Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. 
• Restaurant Environment – constantly exposed to heat, high cold, slippery surfaces and appliances such as stove, oven, dishwasher, cooking top, as well as housekeeping and cleaning tools.

Qualifications: 

• Diploma/Some College or an equivalent combination of education and work-related experience.
• Must have current and valid ServSafe Managers Certification is required.
• Responsible Beverage Service Certification is required.

Experience: 

• Proven track record as a General Manager
• Experience working in Michelin-starred establishments.
• Experience working in Forbes-rated establishments. 
• Experience in fine dining either with stand-alone restaurants or within a luxury or ultra-luxury property preferred.

The salary range for this position is between $110,000 and $120,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, location, and education.