Outlet Manager - The Americano
- Lead the daily operations of assigned restaurant, bar, lounge, or in-room dining outlet(s).
- Ensure exceptional guest service by delivering personalized, luxury hospitality experiences consistent with IHG and Forbes Travel Guide standards.
- Coach, mentor, and develop supervisors and frontline colleagues through regular feedback, training, and performance management.
- Conduct daily pre-shift meetings to communicate service priorities, VIP arrivals, promotions, and operational updates.
- Resolve guest concerns promptly using effective service recovery techniques.
- Monitor labor productivity and scheduling to meet financial targets while maintaining service excellence.
- Manage inventory, ordering, and receiving of food, beverage, and operating supplies.
- Maintain compliance with food safety, sanitation, alcohol service, OSHA, and local health regulations.
- Partner with the Executive Chef and culinary team to ensure menu quality, presentation, and consistency.
- Analyze daily sales reports, labor reports, guest satisfaction scores, and financial results to identify opportunities for improvement.
- Drive revenue through upselling initiatives, promotions, and enhanced guest experiences.
- Ensure all outlet equipment, facilities, and dining areas are maintained to luxury standards.
- Support special events, holiday programming, VIP functions, and hotel-wide initiatives.
- Foster a positive, inclusive work environment aligned with IHG's Winning Ways culture.
- Perform Manager on Duty responsibilities as assigned.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- Sommelier certification (CMS, WSET, or equivalent) is a plus
- Minimum of 3-5 years of progressive food and beverage leadership experience in an upscale or luxury hotel, resort, or fine dining environment.
- Previous supervisory or outlet management experience required.
- Experience with Forbes Four- or Five-Star standards preferred.
- Strong leadership and team development skills.
- Strong knowledge of wines, spirits, and beverage service is required, with the ability to make recommendations, support menu pairings, and educate the team.
- Excellent guest relations and conflict resolution abilities.
- Knowledge of luxury food and beverage service standards.
- Financial acumen, including budgeting, forecasting, labor management, and cost controls.
- Proficiency with POS systems, Microsoft Office, and hotel management systems.
- Strong verbal and written communication skills.
- Ability to multitask and make sound decisions in a fast-paced environment.
- Knowledge of food safety, HACCP, and responsible alcohol service practices.
- Ability to stand and walk for extended periods.
- Ability to lift up to 30 pounds.
- MUST be able to work evenings, weekends, holidays, and flexible schedules based on business needs.
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