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Melanie Cristal Serrano Melendez
Bilingual Talent Acquisition Specialist - The Dollywood Company
In conjunction with leadership, direct and organize the daily operations of the various F&B outlets to ensure brand standards and a safe, high-quality food and beverage product are consistently being met while achieving budgeted revenue, cost and profit goals
Ensure a positive work environment for all Hosts and high levels of engagement and job satisfaction using company Lead with Love principles, and creating a “great place to work for great people”
Embraces and holds true to the restaurant’s concept and brand identity with product and service offerings.
Ensure high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in high Net Promoter scores (NPS), customer loyalty, referrals, repeat transient and group business, improved revenues, and average check
Assist with leading safety efforts for the resort’s F&B team. Ensure compliance with all company, industry, state and federal safety requirements, procedures and standards.These include but are not limited to training, inspections, audits, record keeping, etc.
Oversees administrative needs and planning for daily operation of the Food and Beverage Department
Point-of-sale and scheduling/payroll software subject matter expert
Demonstrates level of proficiency around P&L, business planning and capital projects, budgeting and forecasting activities
Ensures all period-end activities for areas of responsibility are completed and accurate
Assists develop and execute action plans to address business shortfalls
Describes, assigns and delegates responsibility and authority to supervisory level and other Hosts for the operation of the various food and beverage outlets. Holds direct reports accountable for results
Ensures a positive work environment for all Hosts and high levels of engagement and job satisfaction
Executes plans to properly train and equip all Hosts to perform their job responsibilities
Establish and clearly articulate all performance standards, and constantly monitor all results to ensure that expectations are being met
Participate in the development of the teams’ leadership to ensure growth and leadership pipeline. Coach, inspire, empower, provide feedback, and ensure accountability to reach company goals and career objectives
Participate in performance management duties for areas of responsibility
Partners with talent acquisition team for staff recruiting, interviewing and hiring for area of responsibility
Implements effective controls of food, beverage, and labor costs among all areas of responsibility
Develops, implements and monitors department schedules to meet customer demand while achieving productivity goals
Completes payroll duties as assigned
Liaises with all team members on all issues related to departmental operations
Participates in the resort’s Manager on Duty Program
Liaises with Finance, Accounting and IT leadership to resolve payroll, cash handling, payables, billing and point of sale issues
Resolves guest concerns to ensure complete satisfaction
Maintains effective communication, providing direction, coaching, mentoring, training and development of staff, support, timely and specific feedback and recognition
Fair and consistent in the delivery of positive discipline
Employment type
Full-time
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