Sr. Food and Beverage Operations Manager

Full Time Job
The Sr. Food and Beverage Operations Manager is responsible for the consistent delivery of the brand experience and achieving financial targets and related business KPI's in each of the resort's food and beverage outlets. With focus on F&B front of-house, this role will directly oversee food and beverage operations including, but not limited to full-service dining, grab & go, in-room dining, lounge, poolside service, and banquets & catering. These responsibilities will be led in a manner consistent with the mission, values, operating philosophies and standards of The Dollywood Company and Dollywood's DreamMore

Resort and Spa.

II. Summary of Major Duties & Responsibilities
• In conjunction with leadership, direct and organize the daily operations of the various F&B outlets to ensure brand standards and a safe, high-quality food and beverage product are consistently being met while achieving budgeted revenue, cost and profit goals.
• Ensure a positive work environment for all Hosts and high levels of engagement and job satisfaction using company Lead With Love principles, and creating a ''great place to work for great people.''
• Ensure high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in high Net Promoter scores (NPS), customer loyalty, referrals, repeat transient and group business, improved revenues, and average check.
• Assist with leading safety efforts for the resort's F&B team. Ensure compliance with all company, industry, state and federal safety requirements, procedures and standards. These include but are not limited to training, inspections, audits, record keeping, etc.
• Oversees administrative needs and planning for daily operation of the Food and Beverage Department.
• POS subject matter expert.
• Demonstrates proficiency around P&L, business planning and capital projects, budgeting and forecasting activities.
• Reviews period profit and loss statement for the department. Participates in period-end strategic financial reviews and prepares action plans for improvement as necessary.
• Ensures all period-end activities for areas of responsibility are completed and accurate.
• Develops and executes action plans to address business shortfalls.
• Holds direct reports accountable for results.
• Describes, assigns and delegates responsibility and authority for the operation of the various food and beverage outlets.
• Partners with talent acquisition team for staff recruiting, interviewing and hiring.
• Responsible for effective host training programs in all areas of responsibility.
• Performance management (hourly and exempt).
• Implements effective controls of food, beverage, and labor costs among all areas of responsibility.
• Demonstrates familiarity with current trends in the food and beverage industry.
• Develops, implements and monitors department schedules to meet customer demand while achieving productivity goals.
• Liaises with all direct reports on all issues related to departmental operations.
• Participates in the resort's Manager on Duty Program.
• Liaises with Finance, Accounting and IT leadership to resolve payroll, cash handling, payables, billing and point of sale issues.
• Holds regularly scheduled department meetings with hosts and direct reports to review past and future performance of service, quality, and general information concerning guest and employee relations.
• Resolves guest concerns to ensure complete satisfaction.
• Maintains effective communication, providing direction, coaching, mentoring, training and development of staff, support, timely and specific feedback and recognition.
• Fair and consistent in the delivery of positive discipline.
• Develops and maintains relationships with hosts, guests, local community members, industry peers, and vendors.
• Responds to inquiries from a variety of departments, guests, and other sources. Management reserves the right to change and/or add to these duties at any time.

III. Educational and Experience Requirements
• Associate's degree or certification equivalent, or equivalent on-the-job experience required.
• Requires a minimum of 5 years direct job-related experience with a proven track record of restaurant practices in the hospitality industry.
• Requires a minimum of 5 years management experience overseeing at least 2 direct reports in a multi-outlet environment.
• Extensive experience in restaurant bar, banquet, catering, in room dining, room service, and kitchen management required.
• Knowledge and experience with forecasting, budgeting, labor management, and purchasing to ensure maximum productivity.
• Must be able to obtain any government required licenses or certifications such as, but not limited to State of TN ABC card, TIPS, Serve Safe Certification, CPR/First Aid, Food Handler's permit required in the state, county, and/or city where employed.
• Must possess strong communication, listening, facilitation and problem solving skills, computer skills and financial acumen.
• Must successfully pass a post-employment offer background check and drug screen.
• Must be able to obtain a TN driver's license.
• Must have strong computer skills and working knowledge of common industry software such as POS, Micros, Outlook, Office, Excel, and Word.

IV. Personality/Attitude Requirements
• Able to project Dollywood's image by being genuinely friendly and caring and by taking pride in their work.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must display and live out our Lead with Love qualities by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Must be willing to constantly improve.
• Must have professional appearance with good personal hygiene.
• Must promote and support a ''team'' work environment by cooperating and helping co-workers.
• Must adapt to changes easily.
• Must tolerate a fast-paced, hectic environment.
• Must show appreciation to others.
• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.
• Must treat guests, associates, vendors and co-workers with professionalism and respect at all times.
• Must be able to coach and counsel and provide clear and concise direction.
• Must be able to work well under pressure and meet strict deadlines.
• Have a balanced perspective when dealing with guests; represent the company in a positive light at all times while exceeding guest expectations

V. Essential Functions Necessary To Perform Job Duties
• Able to display and live out our Lead with Love principles strongly rooted in The Dollywood Company culture by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Able to hear, see and speak.
• Able to speak, read and write English.
• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.
• Must have manual dexterity necessary to complete all job duties.
• Able to sit and/or stand for long/short periods.
• Able to maintain good personal hygiene.
• Able to get along with other employees to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Able to maintain dependable work attendance and

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