Job Description



Job Purpose

The primary function of the Outlet Manager is to administer the successful planning, organization and co-ordination of all banquet floor activities including exceptional banquet service execution, labor forecasting and control (scheduling), leading a management and service team of colleagues, with a focus on guest, colleague, owner and brand awareness. The Outlet Manager will assure the success of all banquet events while maintaining high service standards. Adherence to established policies, standards and procedures are required at all times in order to achieve high levels of customer satisfaction, quality service, compliance with corporate policies and procedures and local regulations while meeting/exceeding financial goals.  The Outlet Manager will lead a management and service team of colleagues to a common goal for the guest, colleague, owner and brand awareness.

Key Interactions

  • Managing Director
  • Hotel Manager
  • Rooms Division
  • Housekeeping Team
  • Engineering Team
  • Talent & Culture Team
  • Finance Team
  • F&B Service Team
  • Culinary Team
  • Sales & Marketing Team
  • Conference Services & Catering Team
  • Marketing Communications Team
  • In-house guests
  • Suppliers
  • Partner hotels
  • Competitor hotels

Primary Responsibilities

1 st primary responsibilities: Manage the daily operations of Outlet Services  

  • Ensure quality guest service at all times, ensure hotel standards are adhered to.

  • Ensure all hotel standards are adhered to as outlined in the employee handbook.

  • Hold monthly communication meetings, plus daily pre, mid and post briefings with leaders and staff.

  • Make decisions that are in the best interest of our constituents – colleagues, guests, owners, and brand.

  • Follow details as required on printed information, convention resumes, event contracts as required.
  • Set the highest standards specific to grooming and overall professionalism.
  • Ensure all situations are handled with our values in mind – Respect, Integrity, Teamwork and Empowerment.

  • Ensure all room set ups are accurate, timely and meet established standards.

  • Ensure maintenance of all equipment is maintained, through an ongoing deficiency program.

  • Meet clients for specific rooms and functions
  • To critically assess procedures, policies, and methods of operation and alter them where necessary
  • To ensure that all equipment, fixtures and furniture of the department are kept in good supply and in the best repair possible
  • Perform daily inspection of banquet functions for readiness according to standards.
  • Responsible for all opening/closing procedures of shift, including Log Book, pre-meal shift, guest comment card process, and menu engineering.
  • Maintain fast, accurate service, positive guest relations, and ensure products are consistent with company quality standards.
  • Supervision of tabletop presentation for meal service.
  • Handle guest complaints in the most diplomatic manner.
  • Ensure food quality and 100% customer satisfaction.
  • Complete menu knowledge of all banquet options
  • Monitor speed of service and exercise quality control for both food and beverage.
  • Schedule dining room personnel with forecasted business ensuring that staffing is adequate and yet within budgetary goals.
  • Create promotions and recommend price adjustments based on market trends, quarterly competitive analysis and product sales mix.

2 nd primary responsibilities: Manage P&L and Budget of F&B Service

  • Responsible for the banquet department’s capital improvement expenditures
  • To ensure the financial success of the department by monitoring productivity, revenues and costs. To proactively implement appropriate procedures or programs wherever necessary.

  • To ensure all financial reporting is maintained and accurate (billing, payroll, etc.)
  • To participate in the budgeting process of the department by establishing clear and precise priorities for operational and renovation capital expenditures.
  • Profit & Loss management by following cash control/security procedures manages labor, review financial reports, and takes any appropriate actions.
  • Monitoring and controlling Micros system in appliance to guest checks and hotel reports
  • Develop and implement cost saving and profit enhancing measures
  • Understand both the restaurant’s and the hotel’s financial goals to achieve superior long-term financial returns to our shareholders

3 rd primary responsibilities: Management and Leadership of the F&B Service Team

  • Lead by planning, communicating, ensuring ongoing training and execution of all standards are achieved in a timely and efficient manner.
  • Make decisions that are in the best interest of our constituents – colleagues, guests, owners, and brand
  • To develop the managerial skills of Leadership Team. This includes the development of decision-making skills, performance management techniques, function planning ability, process mapping and analysis, and sense of urgency and ownership.
  • To liaise with other Food and Beverage departments to ensure that all resources are being equally shared and that the entire division operates as a unified force.
  • To maintain and enhance staff morale as defined by the Colleague Engagement Index
  • To attend Leadership meetings, daily convention, pre-convention and other meetings as required.
  • Lead efforts in recruiting, interviewing, and hiring team members; conducts performance appraisals, take disciplinary action, motivate and train
  • Provide leadership and development to their leadership team and colleagues
  • Provide performance management to Leadership team and colleagues

4 th primary responsibilities: Involvement as a Leader of the Hotel Leadership Team

  • Maintain safety by adhering to stated safety policies and handle guest and employee accidents.

  • Ensure Occupational Safety & Health Act, local health and safety codes, and company safety and security policy are met.

  • Ensure complete and timely execution of Corporate & local marketing plans
  • Complete responsibility for compliance of Fairmont Codes of Conduct.
  • Articulate ideas and concepts easily and express point of view with confidence.

Other Responsibilities

  • Increase knowledge of the industry trends.

  • The ability to think ‘out of the box’ and see the big picture.
  • Strong experience in computer programs such as: Adobe Creative Suite 4 (or higher); Excel, Word, Publisher, and Power Point.

Main Complexity/Critical issues in the Job

  • Efficiency of quality customer service to all our guests.

  • Management of the guest service experience / personalization.

  • Management of guest complaints.



Knowledge and Experience
  • College Diploma
  • Minimum of 3 years of progressive management experience in a luxury hotel or related field. 

  • Proficient in the English; bilingual is an asset
  • Educational and work testimonial required
  • Knowledge of Meeting Matrix, Property Manager, Sales and Catering, Excel, Word.

  • Must be flexible in terms of working hours.
  • Must be physically fit in order to lift items up to 25 Kilograms.
  • Must have great leadership and communication skills.
  • Must effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.

  • Must maintain composure and objectivity under pressure.
  • Must be able to handle a multitude of tasks in an intense, ever-changing environment.

  • Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.

  • Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.

  • Post secondary degree in Hospitality or Food and Beverage Management an asset.

  • Must be a highly organized individual with the ability to handle numerous tasks at one time

  • The ability to delegate tasks to team members and facilitate their completion

  • Must have a strong, proven leadership qualities and management skills
  • Diploma or Degree in Hospitality/Hotel Administration an asset.
  • Sommelier Certification an asset.
  • Must have sincere desire to exceed guest expectations.
  • A passion for food & wine.
  • Must be a team player and demonstrate organizational skills.
  • Previous staff training and development experience preferred.
  • Experience with decision-making and problem solving.
  • Knowledge of budgeting and financial statements.
  • Demonstrated the ability to manage productivity and expenses.
  • Has a flair for revenue generation and marketing skills.
  • Possesses exceptional interpersonal skills and communication abilities
  • Strong experience in computer programs such as: Adobe Creative Suite 4 (or higher); Excel, Word, Publisher, and Power Point.

  • Minimum of 3 years of progressive management experience in a luxury hotel or a related field.  Knowledge of Meeting Matrix, Property Manager, Sales and Catering, Excel, word, and Micros system an asset.

  • Knowledge in Fairmont Hotel inventory system, Attendance Enterprise, Restaurant Manager, Property Manager, NetVu Point an asset.


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