Manager, Food & Beverage Operations

This role is part of the global Peninsula Merchandising team based in Hong Kong who extends The Peninsula heritage and taste to customers around the globe via retail and our renowned The Peninsula Boutique & Café.

Reporting to the global retail leader, you will drive and reinforce food & beverage (F&B) operations excellence with the goals to achieve local commercial objectives and upholding Peninsula Service Principle across all existing and potential markets including Hong Kong, China and Japan. You will also work closely and Influence retail persons in-charge and market leaders to ensure consistency of customer experience in food & beverage areas through rolling out and enforcing policies and standards, developing and delivering trainings, providing supports and resources etc.

• Exceptional market leading benefits such as comprehensive family medical insurance (including dependents), 17 paid statutory holidays, 20 vacation days and 3 days paid carers leave. 

Key Accountabilities

Deliver Commercial Result and Exceptional Customer Experience across markets:

• Develop standard, process and reporting for delivering commercial results and enhancing exceptional customer experience/journey in café.
• Develop culture and initiatives to engage Retail teams to uphold Peninsula Service Principles.
• Work closely with Product, Research & Development, Marketing and Retail teams across markets to define the proposition of each café and drive café menu development, to ensure the menu can support its commercial objectives and represent its brand proposition.  
• Collect competitor, market intelligence to provide constructive insights to improve and stay competitive in customer experience/journey. 
• Research, propose and rollout initiatives to unlock F&B opportunities and enhance efficiencies through global analysis with working closely with various internal parties.
• Lead and monitor the roll out of customer experience key performance indicator and quality assessment program globally; Provide necessarily follow up feedback and training to all markets.

Deliver Operational Excellence:

• Develop standard and process guideline to drive F&B operation excellence and efficiency; including but not limited to café operations, health & safety, food hygiene, inventory efficiency & accuracy, spoilage control.
• Standardize operational policies and procedures to reflect new working methods and meet brand guidelines.

Implementation & Reinforcement:

• Support new cafe openings for F&B operations set up including branding proposition, menu development, service flow and standard, policy set up and delivering training etc.
• Visit boutique & café in all markets and provide training/insights/ recommendations to conduct gap analysis on F&B excellence standards and identify clear action plans with improve with store leaders.
• Drive talent development and internal succession planning in global F&B community, including but not limited to driving staff mobility, develop and deliver training and coaching to store leaders/ Retail team.
• Champion and foster best practice, communication sharing on F&B excellence across markets. 
• Advise local team on all café issues.

Requirements 

• Passionate in luxury food & beverage and customer experience. 
• Minimum 8 years of relevant experience gained in high-end and contemporary food & beverage operations with focus on light meal, confectionery or café.
• Experience in multiple markets including Hong Kong, China, Japan and other markets.
• Prior achievements in developing concepts, menu, guest experience, operation model and opening new outlets is highly preferred.
• Degree in hospitality, culinary, business or related disciplines.
• In-depth industry and job knowledge in local markets.
• Excellent skills in organization and presentation.
• Being able to influence business leaders and resourceful.
• Great training and people development skill with strong ability of developing and enforcing impactful guidelines.
• Regular travel is required.

We are delighted to receive your application for further consideration. Click apply now with your latest CV and salary information.

About Peninsula Merchandising Limited

Peninsula Merchandising first started selling cakes and chocolates in the 1950’s at The Peninsula Hong Kong. The idea behind the Peninsula Boutiques is to extend the Peninsula brand beyond the locations where we have hotels, by developing and selling a range of artisanal Peninsula branded Chinese and Western teas, chocolates and gifts. The Peninsula Mooncakes are the boutique’s most famous gourmet delicacy and they are now available at more than 30 retail locations worldwide.