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About this role
Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
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The Mercure Newcastle, George Washington Hotel Golf & Spa is an independently owned and operated property that has been part of the Accor network for over 15-years. We have 125-guest-rooms, a destination restaurant and bar: Carter & Fitch Smokehouse Pizzeria, Montana Spa and Fitness has a fully equipped Life Fitness Gym, Swimming Pool, Spa Pool, Sauna, and Steam Room, our banqueting facilities are sufficient to seat over 400 diners at once, we have an 18-hole Championship Golf Course, Clubhouse and Golf Shop, a 17-bay Driving Range powered by TopTracer with a food and beverage outlet: the Halfway House on the tenth tee.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
Mercure Newcastle George Washington Hotel Golf & Spa - Food & Beverage Team Leader
Please only apply if you have unrestricted right to work in the United Kingdom. We do not have any opportunities for sponsorship.
We are looking for a Food & Beverage Team Leader who is passionate about hospitality, people and creating exceptional guest experiences.
This is a hands-on leadership role where you will be responsible for setting the standard for our Food & Beverage operation and inspiring the team to consistently deliver it. From breakfast in the Orangery, and dinner service in Carter & Fitch Smokehouse & Pizzeria, to busy weddings, banquets and events, you will be at the heart of the guest experience and will lead from the front.
You will take real ownership of the team’s performance. A key part of the role will be constant coaching, training and development, ensuring every member of the team understands what great service looks like, has the knowledge and confidence to deliver it, and is held accountable when standards are not met.
You will also have a strong commercial focus. We want our supervisors to understand that great hospitality and revenue generation go hand in hand. You will actively encourage the team to maximise every opportunity to increase Food & Beverage revenue through upselling, recommendations, promotions and outstanding service that encourages guests to spend more and return again.
The role requires complete flexibility. As a Duty Manager, you will take responsibility for the entire hotel operation, including our Food & Beverage outlets, Montana Spa & Leisure Club and Golf Course. You will be the senior manager on duty, dealing confidently with guest requirements, operational challenges, emergencies and unexpected situations while ensuring the hotel continues to deliver an exceptional experience.
You will be expected to:
Lead, motivate, coach and hold the Food & Beverage team accountable for their performance and standards.
Take ownership of continuous team training, ensuring colleagues are confident, knowledgeable and capable of delivering exceptional service.
Lead by example and be prepared to get stuck in wherever the operation needs you.
Drive Food & Beverage revenue by ensuring the whole team actively identifies and maximises sales opportunities.
Deliver exceptional customer service across restaurant, bar, breakfast, banqueting, conferences, weddings and events.
Ensure all Food & Beverage areas consistently meet Mercure and hotel brand standards.
Work closely with the Kitchen team to ensure food quality, presentation and service are consistently excellent.
Communicate effectively with the wider hotel team to ensure a seamless guest journey.
Deal confidently and professionally with guest feedback, requests and complaints, resolving issues wherever possible.
Take responsibility for the hotel as Duty Manager, overseeing the wider operation including Reception, Housekeeping, Montana Spa & Leisure Club and Golf Course.
Make confident operational decisions in the absence of the General Manager.
Ensure compliance with all hotel security, fire, health & safety and licensing requirements.
Monitor cleanliness, maintenance and presentation throughout the operation and ensure issues are acted upon promptly.
Be completely flexible to the needs of the business, including evenings, weekends, weddings, functions and busy periods.
This is a role for someone who wants to make a genuine difference — to our guests, to our team and to the commercial performance of the hotel.
Qualifications
We are looking for someone who combines genuine hospitality with strong leadership and commercial awareness.
You will already have:
Previous Food & Beverage experience as Head Server, Team Leader or equivalent level.
A genuine passion for delivering exceptional customer service and creating memorable guest experiences.
Experience of coaching, training and developing team members, with the confidence to address poor performance and hold people accountable.
A strong understanding of Food & Beverage operations across restaurants, bars, banqueting, conferences, weddings and events.
The confidence and commercial awareness to drive revenue through upselling and engaging with guests.
Excellent communication and interpersonal skills, with the ability to build strong relationships with both guests and colleagues.
The ability to remain calm, organised and decisive when dealing with pressure or unexpected situations.
A positive, energetic and "can-do" attitude, with a willingness to lead from the front and get involved.
The flexibility to work across different areas of the hotel and at different times according to business requirements.
The confidence to take responsibility as Duty Manager for the wider hotel operation, including Food & Beverage, Montana Spa & Leisure Club and Golf Course.
Strong attention to detail and a commitment to maintaining high standards.
The ability to work independently while also being a strong team player.
Most importantly, you will be someone who cares about people, cares about standards and takes pride in getting things right.
Additional Information
At Mercure Newcastle, George Washington Hotel, Golf & Spa, no two days are the same. You could be leading a busy breakfast service one morning, coordinating a wedding or large event that evening, and taking responsibility for the entire hotel as Duty Manager the following day.
We are part of the Accor family, giving you access to a global network of hotels, learning opportunities and career development. Our Employee Benefit Card also gives you discounted rates across Accor worldwide, alongside a range of hotel-specific benefits.
We are committed to developing our people and giving talented individuals the opportunity to progress. Through our learning programmes, you will have access to opportunities to develop your skills and earn qualifications while you work.
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We believe that great hospitality comes from great people, and we want everyone in our team to feel valued, supported and able to be themselves at work.
What’s in it for you?
Employee Benefit Card offering discounted rates across Accor worldwide.
Discounted Food & Beverage and hotel stays.
Meals on duty and uniform provided.
Gym and Swim membership.
Learning and development opportunities at every level.
Genuine opportunities to develop your talent and progress within the hotel and across Accor.
The opportunity to make a difference locally through our Corporate Social Responsibility activities, including Planet 21.
Management
Weekend work
Leadership
Pay
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