GM/Head of Operation
(14551)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
About the Role
The GM/Head of Operation is responsible for establishing and maintaining excellent guest service as well as for managing all areas of full service within the Restaurant, including but not limited to training and retaining an excellent staff, delivering outstanding hospitality, food cost, labor cost, shared P&L responsibility, running shifts, teaching, and learning, sanitation, safety and cleanliness while adhering to all company policies and procedures.
Key Duties and Responsibilities
- To drive service excellence and guest satisfaction daily.
- To develop a guest database to increase returning guests.
- To continuously seek ways to improve the guest experience and service standards.
- To ensure that all guest feedback is compiled and discussed with action plan for continual improvement.
- To analyze guest feedback and put together action plans to enhance guests’ experience.
- To attend and/or host daily briefings and team meetings; to actively participate in discussion, brainstorming sessions and solving problems; and to ensure execution of agreed action plans.
- To compile and regularly update all training manuals in line with best practice and service standards.
- To provide and monitor Symphony training; and to follow contingency plan if the point of sales fails.
- To ensure all operational duties are completed and adhered to by the team.
- To perform as a leader of your Outlet by delegating and coaching your management team towards achieving deadlines and delivering results.
- To guide the team in relation to upselling and to provide regular feedback against targets and KPIs.
- To ensure that staffing requirements are addressed.
- To be an excellent brand ambassador and to ensure that the standards of OOLSG are maintained.
- To be fully aware of the Restaurant order of service and standards, and to provide support to the team with service to ensure the guest’s needs are understood and fulfilled.
- To set guidelines and standards and to ensure they are maintained.
- To ensure that all front of house equipment is kept clean and in excellent working condition through personal inspection and by following the Restaurant’s maintenance program.
- To be aware of market expectations and to develop strategies for optimal results.
- To ensure adherence to cash handling procedures in accordance with company policy.
- To take ownership of the short, mid, and long-term development of the business, its standards, team development and marketing.
- To build strong and positive professional relationships in the workplace, ensuring your Outlet interacts with others in a positive, professional, and solution-focused manner.
- To maintain a complete understanding of all policies, procedures, standards, specifications, guidelines, and training programs.
- To ensure stock control is managed by delegating tasks as appropriate.
- To ensure reservations are maximized through liaison with the reservations team and other departments.
- To ensure the inventory of the Restaurant is maximized.
- To ensure booking channels are tested and functioning to ensure that we optimize capacity.
- To maintain a comprehensive knowledge of the menu and an understanding of the wine list.
- To proactively communicate with the kitchen regarding menu changes, availability, etc.
- To oversee the management of daily, weekly, and monthly stock take, and with reporting, to ensure all items are stocked to the required par levels to deliver an uninterrupted dining experience and service excellence.
- To manage the purchasing and inventory system by ensuring the team follows the systematic approach of ordering and receiving stock.
- To utilize the purchasing and inventory system and point of sales system to check and update menu items and prices.
- To ensure that the completion of cash up duties take place at the end of each shift as per procedures.
- To compile and complete weekly reports to be presented at monthly meetings, with a focus on P&L and guest feedback action plans with recommendation on areas of improvement.
- To liaise with the Maintenance team of all repair and maintenance work required for the Restaurant, detecting any potential work requirement.
- To build and foster collaborative relationships with other departments within the organization to stay informed and abreast of new initiatives, products, and services.
- To contribute to the preparation of the department budget and to monitor the financial performance of a given area versus the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalized upon.
- To manage the effective achievement of objectives through setting individual objectives, managing performance, developing staff, and providing formal and informal feedback to maximize overall performance and team motivation while continuing to deploy resources effectively for growth and therefore, further strengthening the employee value proposition.
- To ensure strategic execution of the team priorities with responsibility for business performance and budget management, while acting as an advisor for the leadership team; to have the ability to partner, execute, and lead through influence and collaboration across the company.
- To manage and inspire a talented and diverse group of colleagues and help them develop and learn as they grow their careers.
- To ensure that the team have the necessary tools to carry out their duties and are properly trained in line with the training manuals and brand standards.
- To maintain the responsibility for the training and integration of new colleagues.
- To provide guidance, support, and direction to the team both in and out of service.
- To maintain and enhance the open-door policy to all colleagues, providing advice and guidance when needed regarding their issues or concerns and/or grievances.
- To regularly conduct coaching sessions with HODs to further develop both their technical and management skills.
About You
The ideal candidate should have at least a Bachelor Degree in Hotel Management. The candidate should have at least 3 years of experience in the same role in an International Ultra-Luxury Resort or in a Luxury Restaurant and must be fluent in written and spoken English and French.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.