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About the Role

Oversee and direct all aspects of the Food & Beverage operation, including Room Service and all F&B outlets. Ensure operational excellence, guest satisfaction, and financial performance by leading the team, upholding service standards, and driving continuous improvement. This role requires a hands-on leader with strong business acumen and a passion for hospitality in a fast-paced luxury environment.

Responsibilities

• Manage the daily activities of the Front Office, Telecommunications, Bell/Door, and Concierge departments, ensuring alignment with hotel service standards and financial goals.
• Participate in and lead departmental meetings to gather and share relevant operational information.
• Oversee scheduling of all Front Office personnel, ensuring optimal coverage and service consistency.
• Manage payroll and control labor costs in alignment with established Labor Standards.
• Administer the corporate airline mileage program and marketing promotions involving the Front Office.
• Ensure staff adherence to all credit and cash handling policies and procedures to reduce bad debts and rebates; perform quality audits and implement corrective action when needed.
• Support team members in handling guest issues, escalations, and service recovery in a professional and timely manner.
• Foster positive employee relations and promote strong inter- and intra-departmental collaboration; model this behavior for other managers and line staff within the Front Office.
• Proactively address operational issues, seek employee input, develop resolution plans, and follow up with feedback and encouragement.
• Ensure Front Office personnel actively participate in all property safety awareness programs.
• Ensure department supervisors are dependable, accessible, and project a positive, professional, and polite attitude at all times.
• Conduct and deliver timely performance reviews for the Front Office team.
• Ensure all staff adhere to the Hotel's established standard operating procedures.
• Administer discipline within the Front Office in a fair, firm, and consistent manner.
• Develop and manage recognition programs within the Front Office, ensuring prompt and consistent administration.
• Maintain impeccable grooming standards for all Front Office employees, including proper uniform and nametag compliance.
• Monitor occupancy and pace forecasts, planning staffing and operations accordingly to maximize service and revenue.
• Oversee the day-to-day operation of all Food & Beverage outlets, facilities, sales, and cost management.
• Ensure proper scheduling of staff within established guidelines and manage payroll and budgetary matters.
• Continuously monitor and analyze key operational areas, including quality levels of production, guest satisfaction, operating costs, sanitation, cleanliness, and hygiene, merchandising initiatives, and employee morale and engagement.
• Attend pre-con meetings as required to align on group and event expectations.
• Establish and maintain effective labor and employee relations, fostering a positive and collaborative work environment.
• Implement and lead on-the-job training sessions for the Room Service department and other F&B outlets.
• Participate in service delivery when necessary, ensuring alignment with departmental safety, health, and hygiene practices.
• Ensure consistent execution of all service standards across every touchpoint of the guest experience.
• Oversee all F&B outlets, including Charlotte Restaurant, Premier Lounge, Club Lounge, and Kitchen support as needed.

Requirements

• Bachelor’s degree in Hospitality/ F&B Management or related degree.
• Minimum of four years of management experience in Food & Beverage, ideally within a luxury or full-service hotel environment.
• Ability to work effectively in a fast-paced, high-volume environment and manage a large, diverse workforce.
• Strong leadership skills with the ability to motivate staff and foster professional development.
• Excellent verbal and written communication skills.
• Solid understanding of F&B operations, cost control, scheduling, and inventory management.
• Ability to promote a positive, service-oriented culture aligned with luxury hospitality standards.
• Must be able to work long hours, walking and standing for extended periods.
• Occasional lifting, pushing, and pulling in excess of 50 lbs.
• Candidates must be from Mexico or Canada due to visa restrictions (TN visa).

Skills

• Food & Beverage Management
• Operations Management
• Guest Satisfaction
• Financial Performance
• Team Leadership
• Service Standards
• Continuous Improvement
• Business Acumen
• Hospitality
• Luxury Environment
• Scheduling
• Payroll Management
• Labor Cost Control
• Credit and Cash Handling
• Guest Issue Resolution
• Employee Relations
• Inter-departmental Collaboration
• Problem Solving
• Safety Awareness
• Performance Reviews
• Standard Operating Procedures
• Discipline Administration
• Recognition Programs
• Grooming Standards
• Occupancy and Pace Forecasting
• Cost Control
• Sanitation
• Hygiene
• Merchandising
• Employee Engagement
• Training
• Service Delivery
• Inventory Management

Location

• USA

Work Type

• Full-time
• Onsite

Experience Level

• Management Experience

Education Level

• Bachelor's Degree

Salary/Compensations

• $70,000 USD Gross Income

Benefits

• TN Visa provided
• Accommodation provided during 1st month at the hotel
• 2 Weeks of Vacation after 1 year
• 7 sick days per year
• 401(K) Company Match after 6 months
• Medical insurance (after 60 days)
• Flight from home city to USA