Organisation: Queensland Performing Arts Complex
Job Title: Manager Food and Beverage
Word Limit: 3 pages max
Location: Brisbane
Demonstrated ability in understanding and controlling cost-profit relationships in food and beverage operations
I have been employed in the position of Food and Beverage Outlets Manager with the Marriott Hotel in Brisbane since
June 2010. Prior to this I worked in the positions of Acting Department Head, Assistant Food and Beverage Manager and
Food and Beverage Supervisor with the Melbourne Marriott Hotel. My 11 years of service with Marriott, combined with
my tertiary studies in hospitality and business management, has provided me with exceptional skills in managing cost-
profit relationships in food and beverage operations.
In my current role I manage all components of the provision of quality food and beverages across the Brisbane Marriott,
which includes 267 fully serviced rooms (with in-room dining), and numerous types and levels of dining options (Motion
Bar and Grill, M-Bar, Pool-Bar, seasonal deck area and Executive Lounge). The Marriott also has 9 function rooms that
cater for events of up to 150 sit down dining guests, or 300 stand up guests for cocktail functions. My position manages
all operational and staffing requirements related to the provision of quality, cost effective food, beverages and service
across all these diverse spaces. For functions and special events, I coordinate all requirements, including stock, staff,
equipment and marketing. For the restaurants and bars, I also produce engaging promotional and marketing material. I
supervise a team of 2 Assistant Managers, 7 Supervisors and 68 Inline Associates, and manage a budget in excess of $10
million to achieve service excellence across the hotel.
I have a proven record in increasing efficiency and reducing costs, while maintaining the highest level of quality and
service across all the areas of the hotel. I work closely with the Executive Chef to create appealing seasonal menus that
utilise fresh produce in order to reduce food waste. Another strategy I adopt to reduce wastage and costs, is to ensure
the maximum use of any perishable items (with a limited shelf life) across all the outlets, by promoting specials that
include those ingredients. I have a proven record in negotiating with suppliers to source premium quality products at
extremely competitive prices. I have also crafted exceptional wine lists that increased sales and incorporated over 350
Australian and international wines. Over the last 3 years I have been responsible for a consistent growth of food and
beverage sales across the hotel. At the same time I have put in place a number of measures that have reduced beverage
costs from 26.5% to 22% of the budget, without compromising the quality or competitive pricing of the products. During
my tenure as Manager I have also significantly reduced labour costs, from 22.5% to 19%, while maintaining excellent
service and reducing staff turnover.
I have strong business and financial management skills, with an excellent understanding of how to develop effective
strategic business plans and operational strategies. My capabilities also include undertaking robust financial planning
and budgetary forecasting, to ensure a cost-effective operation and to maintain a competitive edge in the industry. My
knowledge in this area was demonstrated by my selection to join the start-up task force for the Courtyard in Sydney,
installing operating systems and implementing standards and procedures related to all aspects of food and beverage
service. I also undertook the establishment of operational processes and procedures for the Marriott’s recently acquired
Autograph Collection, Pier One property in Sydney.
2. High level of written and oral communication skills with the ability to negotiate effectively with a broad range of
people
I have exceptional communication skills, including the ability to communicate clearly and confidently, and to interact
effectively and respectfully, with people from all cultures and backgrounds. My written skills have been developed and
enhanced by a number of responsibilities during my professional career and tertiary studies. In my current role I prepare
a number of reports detailing the performance of the Food and Beverage Department, including a profit and loss
statement, financial performance analysis, commentary and projection, and a review of issues and trends. These reports
are issued to various levels of management across the Marriot, including the Finance Director, the General Manager, the
Area Management Team and the internationally based Home Office. The reports need to be clear, concise and include
enough information for senior management to assess and evaluate performance within my department. My role also
incorporates responding in writing to various client comments, feedback and complaints. This has allowed me to
develop strong skills in writing tactful, respectful and outcomes focused correspondence to a range of clients, in relation
to a wide variety of topics and issues. Another duty I undertake that demonstrates my written skills is the development
and implementation of a number Local Standard Operating Procedures that detail a range of service processes for staff.
These documents need to be easy to follow procedures that can be understood and utilised effectively by all staff. It is
also relevant that I have completed a number of tertiary level studies, including an Advance Diploma of Management, a
Diploma of Business, a Bachelor of Applied Science/Hospitality Management, and an Advanced Diploma in Hospitality
Management, all of which required the completion of high level written assessment items.
My oral communication skills are also of the highest level. In my current role I supervise a number of staff, providing
them with honest, constructive feedback in a respectful manner, and using my interpersonal skills to keep them
motivated and engaged in their roles. I also develop and deliver a great deal of training to staff, and have well-
developed presentation skills, with the ability to deliver information in a confident and persuasive manner, and to adjust
the presentation to suit the knowledge and interests of the audience. I facilitate weekly and monthly team meetings to
ensure that staff are aware of any new policies, promotions or events, as well as advising them of any training and
development opportunities that are available for them. It is also a forum to share ideas and information, and highlight
examples of good performance. It is also relevant that I deliver the Diploma of Hospitality to students at Southbank
TAFE on a casual basis. To undertake this role I have to have excellent teaching skills, with the ability to engage the
interest and attention of my students, and ensure they are able to understand and retain the information I provide
them with. It is an extremely diverse range of students, many from a range of countries around the world, as well as
across Australia, which has further enhanced my cross-cultural communication skills.
Working at the Marriott, a large component of my role is interacting with clients, and I have a proven commitment to
ensuring that their experiences at the hotel are positive and enjoyable ones. To achieve this I need to understand and
anticipate every need and requirement of my clients. I also deal with any complaints in person, and have excellent
mediation and resolution skills. My position further requires that I liaise with a range of professional colleagues, both
from within Australia and internationally, and I have developed strong collaborative networks and partnerships with
these contacts to facilitate continuing service excellence. My negotiation skills can be demonstrated through the value
for money I achieve for the hotel in contract negotiations with suppliers for goods and services. I have consistently
maintained the highest level of food and beverages across all outlets, while negotiating reduced costs for premium level
goods.
3. Demonstrated ability to ensure high quality customer experience in a large-scale service environment
As mentioned previously, the Marriott is a large, complex venue with a diverse range of dining and beverage
experiences available to guests. I coordinate all aspects of service, food and beverages across these outlets and have a
proven record in delivering a high quality customer experience, demonstrated by several prestigious awards and
ongoing positive social media feedback. During my tenure as Manager the Brisbane Marriott has been awarded the
Tripadvisor Service Excellence Award for Best Hotel Restaurant (2013) and the Best Restaurant Award with 5 Star Rating
in Eat Brisbane (2011 and 2012). Recently the Hotel received BIN’s Award for the Best Restaurant for Holding Meetings.
I use various methods to ensure this level of client satisfaction, including a range of both individual and team based
strategies and approaches. For example, I actively contribute to inter-departmental meetings that are often focused on
enhancing the guest experience across all areas of the hotel. This means working collaboratively to ensure a seamless,
integrated service in all areas. Part of this approach includes managing staff cooperatively across the hotel, providing
opportunities for multiskilling and to increase access to various shifts and roles. It also involves undertaking cross-
promotional activities to encourage guests to use in-house dining experiences and to promote accommodation to
restaurant and bar patrons.
I have a specific philosophy of service that I consistently convey and model to staff. Regardless of the quality of food and
beverages served, a truly excellent customer experience can only be achieved through exceptional service. I provide
comprehensive training to staff to ensure they have the skills and knowledge they need to deliver this quality of service.
I work hard to motivate and engage staff, and to instil in them a commitment and dedication to service excellence.
In my current role I also coordinate all aspects of large and complex functions held at the hotel. This can include up to
60 weddings per year, each one a very individual event with specific requirements. I often meet individually with the
bride and groom, working with them to structure the event to meet their needs. Frequently I am required to deal with
stressed and anxious families who make several last minute changes to the structure of events and the food and
beverages they wish served. I offer a calm and flexible service to these clients, while ensuring that I keep changes within
a manageable and realistic scope.
4. Demonstrated high-level co-ordination and decision-making ability and the capacity to identify creative avenues to
enhance the visitor experience
Working within the position of the Manager of Food and Beverages requires the highest level of coordination skills and
the ability to make expert, evidence based decisions in an ever-changing environment. As discussed in previous criteria I
coordinate staff, menus, service, promotion, marketing, food and beverages across multiple outlets, including 9 function
rooms that are utilised almost constantly. I coordinate these activities and responsibilities with a number of other key
stakeholders to ensure exciting menus and wine lists that will increase sales within the hotel. I also ensure that the
freshest products are used whenever possible and that they are promoted across the various dining experiences, to
ensure quality and to reduce waste. Another focus I have is to coordinate the placement of employees across various
areas and positions to retain their interest, increase their skill level and provide them with increased hours of work if
wanted.
I also am committed to identifying avenues to creatively enhance the guest and patron experience within the Marriott.
Part of the focus at the interdepartmental meetings is to work together to promote special events that will provide
enjoyment to our clients. Recently we ensured an integrated, cross-promotional approach to the FIFA World Cup and
the State of Origin. The approach is to align a number specific activities and experiences to the event theme that in turn
will engage the interest of clients and promote the services of the hotel. Similarly we are in the planning stages for the
ICC Cricket World Cup.
Another example of both my coordination skills and abilities to plan for special events relates to the participation of the
Brisbane Marriott in the G20 Summit to be held in Brisbane in November. The hotel will host a number of international
dignitaries at the highest level for this event and it is likely that the entire venue will be booked for these visitors and
their entourages. These VIPs will expect the highest level of service in relation to every aspect of their stay and it is my
responsibility to ensure that I deliver this by working collaboratively with other stakeholders across the hotel, ensuring a
seamless integrated service in all areas.
5. Demonstrated strong team leadership and the ability to motivate others
Throughout my professional career I have always demonstrated exceptional leadership skills, and have a proven record
in engaging and motivating staff to deliver excellent service. In my current role I supervise a team of 2 Assistant
Managers, 7 Supervisors and 68 Inline Associates to deliver service across several outlets within the hotel. While
employed as Manager I have reduced the rate of Associate turnover from 32% to 19% (the average rate of turnover
within the hospitality sector is in excess of 50%). At the same time, I reduced labour costs and achieved extremely high
levels of employee satisfaction and morale. This is demonstrated by the Marriott receiving the “Best of the Best”
Employer of the Year Award in 2014 from Aon Hewitt. One of the reasons for this award was the organisation’s
commitment to actively addressing local skill shortages within key functions by creatively attracting, developing and
retaining talent. The award, which rated positive employee engagement at well over 90%, also recognised our
commitment to diversity and inclusion, and to creating a workplace environment where every employee has the
opportunity to achieve their potential. I have had a key role in fostering this environment. I facilitate regular meetings to
inform staff of any information that may be relevant to their roles and to ensure they are aware of any development
opportunities that are available to them. I also use the meeting to encourage and motivate employees and to share
examples of good practice and positive feedback. In addition to this, I am an excellent trainer, with professional
experience based on teaching the Diploma of Hospitality Management at Southbank TAFE. I bring these skills to the
hotel, working patiently with all staff to ensure they have been equipped with the skills they need to provide
personalised customer service and that they are truly empowered to make the best decisions for each client. I also work
with individual employees to review their career goals and progress their professional development plans. This can
involve various types of multi-skilling, internal and external development opportunities, or access to various online
training modules.
Another important component of my leadership style is my commitment to flexible work practices. My employees have
a diverse range of needs and requirements based on their individual circumstances. I work with these needs, increasing
hours for students over semester breaks, adjusting their shifts when exams are on or assignments are due, working with
employees with parental or carer responsibilities to find a roster that aligns with their personal circumstances, and
providing parental leave provisions to part time employees that go beyond standard requirements. The key to attracting
and retaining quality staff is having a true commitment to flexibility and the organisational skills to manage this
effectively. Finally, I also organise and host staff social events every few months. I keep these get-togethers interesting
and organise a range of different activities to ensure they are enjoyable and positive team building occasions. I also
liaise with various suppliers to source food or beverages for the events to provide a further incentive for employees to
attend. These social occasions are a chance for staff to relax, and build collaborative relationships across the various
areas of the hotel.
