Restaurant General Manager - Biltmore Hotel

Description

The Restaurant General Manager is responsible for the overall leadership, financial performance, service execution, and day-to-day operation of the assigned restaurant outlet(s). This position serves as the business leader of the restaurant, driving revenue, profitability, guest satisfaction, employee engagement, and operational excellence while ensuring consistent adherence to Biltmore Hotel standards, policies, procedures, and Standard Operating Procedures (BSOPs).

The Restaurant General Manager provides visible floor leadership, develops and holds the management and service teams accountable, partners closely with Culinary and hotel leadership, and creates a luxury dining experience that is polished, personalized, efficient, and financially responsible.

Responsibilities

• Provide overall leadership and direction for restaurant operations, ensuring a consistently elevated guest experience and strong operational execution.

• Own restaurant financial performance, including revenue generation, labor productivity, operating expenses, food and beverage costs, and achievement of budgeted goals.

• Review financial and operating results, identify performance opportunities, and implement action plans to improve revenue, profitability, productivity, and guest satisfaction.

• Partner with the Director of Food & Beverage and Culinary leadership in the development and execution of annual budgets, forecasts, business plans, menus, promotions, and outlet strategies.

• Drive revenue through effective floor leadership, menu knowledge, suggestive selling, beverage strategy, promotions, special events, and optimization of the overall dining experience.

• Maintain appropriate staffing and management coverage based on business levels while balancing luxury service expectations with labor productivity.

• Prepare and approve schedules; monitor payroll, overtime, timekeeping, staffing levels, and payroll accuracy.

• Recruit, onboard, train, coach, develop, and retain restaurant managers and employees; establish clear expectations and accountability for performance and service standards.

• Conduct pre-shift meetings, ongoing training, coaching sessions, and regular departmental meetings focused on service, product knowledge, luxury language, sales, safety, and operational priorities.

• Manage employee relations matters in partnership with Human Resources, including coaching, counseling, documentation, performance management, and consistent application of hotel policies.

• Maintain a highly visible presence throughout the restaurant, engaging guests, supporting the team, observing service delivery, and resolving concerns promptly and professionally.

• Build strong guest relationships, recognize repeat and VIP guests, anticipate needs, and ensure effective service recovery with appropriate follow-up.

• Establish and maintain luxury service standards for greeting, seating, table maintenance, menu presentation, food and beverage delivery, guest engagement, and farewell.

• Partner closely with Culinary leadership to ensure menu execution, presentation, quality, portion standards, ticket times, allergen awareness, and communication of guest feedback.

• Maintain detailed knowledge of menus, ingredients, beverage offerings, preparation methods, and restaurant concepts to ensure managers and employees can confidently guide the guest experience.

• Ensure bars, service stations, dining areas, storage areas, and restaurant facilities are clean, organized, properly stocked, and maintained according to established par levels and standards.

• Oversee purchasing, inventory controls, monthly food and liquor inventory, product usage, waste, breakage, and loss-prevention practices for the front of house.

• Ensure compliance with food safety, sanitation, responsible alcohol service, health and safety requirements, and all applicable hotel policies and regulatory standards.

• Conduct routine inspections and coordinate with Engineering, Housekeeping, Security, Stewarding, and other departments to address cleanliness, maintenance, safety, and operational needs.

• Review guest feedback, service scores, financial results, and operational trends and communicate action plans and follow-up expectations to the restaurant leadership team.

• Attend Food & Beverage, hotel leadership, and other operational meetings as required and communicate relevant information to the restaurant team.

• Collaborate effectively with Culinary, Stewarding, Purchasing, Finance, Human Resources, Sales & Marketing, Banquets, and other hotel departments to support overall hotel objectives.

• Ensure employees meet Biltmore Hotel grooming, appearance, conduct, attendance, and service expectations.

• Perform additional duties and responsibilities as assigned based on the operational needs of the hotel.

Requirements

• Education: Associate's Degree in Hospitality, Business Administration, Food & Beverage Management, or a related field preferred. Equivalent education and relevant experience will be considered.

• Experience: Minimum five years of progressive restaurant management experience required, including leadership responsibility within a high-volume, upscale, luxury hotel, resort, or fine-dining environment.

• Demonstrated experience managing financial performance, labor, inventory, cost controls, guest satisfaction, and employee development.

• Prior experience leading managers, supervisors, and hourly restaurant employees strongly preferred.