Beverage Manager

Inmerso en el paraíso costero de la Riviera Maya, en un paraje virgen frente al mar que destaca por sus exuberantes y amplios jardines de manglares y su profunda playa de arena blanca, está tomando forma un complejo extraordinario: Etéreo, un nuevo destino de Auberge Resorts Collection que abrió sus puertas a finales de 2021 y ofrece una experiencia de lujo irresistible en la que los huéspedes podrán evadirse en perfecta comodidad y aislamiento y disfrutar de una profunda conexión con la naturaleza y entre sí.

The Beverage Manager will oversee all beverage-related operations at the resort, ensuring that guests receive an exceptional experience through high-quality drinks, efficient service, and effective management of beverage staff. This role will also involve overseeing In-Room Dining (IRD) and Banquet (BQTS) operations alongside the respective managers and ensuring the seamless integration of beverage offerings into these areas. The manager will maintain inventory, develop seasonal menus, manage budgetary goals, and ensure compliance with health and safety regulations. This role also includes training and leading a team of bartenders, baristas, banquet staff, minibars attendants, and other beverage service staff to create an upscale and enjoyable experience for resort guests. This position will report directly to the In-Room Dining (IRD) & Banquets Manager while overseeing all beverage-related operations across the resort, working closely with Restaurant Managers, and having a dotted line reporting relationship to the Director of Food & Beverage (DOFB). This position will also cover managing other areas of the F&B Division, such as the Beach and Pool.

Menu Development:

• Collaborate with the Bar Team, IRD, Banquets, and F&B Managers to create innovative and seasonal beverage menus, including cocktails, wines, non-alcoholic options, minibar selections, and beverage packages for events.
• Stay informed about beverage trends and incorporate new ideas to enhance the resort’s drink offerings.
• Ensure the menus reflect the resort’s brand and the preferences of its guests, offering tailored options for events, in-room experiences, and minibar offerings.

Team Leadership & Development:

• Hire, train, and manage beverage service staff, including bartenders, baristas, waitstaff, IRD attendants, banquet servers, and minibar attendants.
• Conduct regular training to ensure staff are knowledgeable about beverage products, preparation techniques, service standards, and etiquette for in-room and banquet services.
• Foster a positive and professional work environment across all departments, promoting teamwork, accountability, and efficient service.
• Perform performance reviews and provide feedback, coaching, and corrective actions as needed to staff in all beverage-related operations. 

Service Quality Assurance for In-Room Dining (IRD) Operations:

• Training for IRD Servers & Order Takers: Ensure that all IRD staff are trained to deliver the highest quality of service, including menu knowledge, proper food handling, and excellent communication skills.

• Guest Interaction: Order takers should provide accurate, clear, and friendly service while tailoring experiences to individual guest preferences. Servers should ensure timely, professional, and personalized delivery of orders to guest rooms.

• Speed & Accuracy: Emphasize the importance of accurate order taking and timely delivery to ensure guest satisfaction. Order takers should double-check orders before finalizing and servers should verify the contents of orders before delivery to guests.

• Presentation: Ensure that IRD orders are presented attractively, including all necessary accompaniments (utensils, condiments, napkins), with special attention to maintaining proper temperature and cleanliness.

• Efficiency: Establish clear standards for delivering orders promptly, ensuring all team members understand the importance of speed without sacrificing quality.

• Problem Resolution: Empower order takers and servers to address guest complaints effectively and professionally, ensuring that any issues are resolved quickly to the guest's satisfaction.

• Consistent Service: Ensure that service quality remains consistent throughout all shifts, even during high-demand times, with a focus on maintaining high standards across all interactions.

Service Quality Assurance for Bartenders:

• Training for Bartenders: Ensure that all bartenders are thoroughly trained to deliver the highest quality of service, including in-depth knowledge of drink recipes, preparation techniques, presentation, and guest interaction. Emphasize the importance of responsible alcohol service and the ability to make personalized recommendations based on guest preferences.

• Guest Interaction: Bartenders should provide clear, friendly, and professional service while engaging with guests to enhance their experience. Bartenders should strive to build rapport with guests, offering personalized recommendations and creating a welcoming, enjoyable atmosphere.

• Speed & Accuracy: Emphasize the importance of fast and accurate drink preparation to ensure guest satisfaction, especially during peak hours. Bartenders should work efficiently, minimizing wait times without compromising drink quality or presentation. Double-check drink orders before serving to avoid errors.

• Presentation: Ensure that all drinks are presented attractively, with attention to detail. Bartenders should garnish drinks appropriately and serve them in the correct glassware, ensuring cleanliness and maintaining proper temperatures. All drinks should meet the resort's standards for presentation and quality.

• Efficiency: Establish clear standards for efficiently preparing and serving drinks, even during busy periods. Bartenders should prioritize tasks effectively, ensuring quick service while maintaining high-quality standards.

• Problem Resolution: Empower bartenders to address guest complaints or dissatisfaction professionally and promptly. Bartenders should be trained to handle issues tactfully, offering solutions that resolve problems quickly and ensuring that the guest’s experience remains positive.

• Consistent Service: Ensure that the quality of service remains consistently high across all shifts, including during high-demand times. Bartenders should adhere to established standards and practices, ensuring that every guest receives the same level of exceptional service regardless of the time or day.

Inventory & Cost Control:

• Oversee the ordering, storage, and control of all beverage inventory, ensuring sufficient stock levels across all departments (bars, lounges, minibars, banquet service, etc.) while minimizing waste.
• Ensure that minibar operations are stocked appropriately and consistently checked for inventory replenishment and quality control.
• Work with the finance team to establish and monitor budgetary guidelines for beverage sales in all areas, ensuring cost-effective management of beverage resources and profitability.
• Implement strategies to improve beverage sales and control costs (e.g., portion control, supplier negotiations, upselling techniques).
• Track beverage consumption trends across all areas and adjust inventory or offerings accordingly.

Guest Service Excellence:

• Ensure that guests receive personalized service, tailoring beverage recommendations and experiences to individual preferences, whether in public outlets, guest rooms, or during events.
• Address guest feedback promptly and professionally, ensuring satisfaction across all areas of beverage service (bars, IRD, Banquets, minibars).
• Monitor guest interactions with the beverage service team, ensuring high-quality, friendly, and efficient service at all times, both on-property and for special events or in-room service.

Health & Safety Compliance:

• Ensure all beverage operations comply with local laws and health regulations, including responsible alcohol service, health and safety standards, and sanitation practices.
• Oversee cleanliness and organization of all beverage areas, including bars, minibars, banquet setups, and guest room services, ensuring they meet hygiene standards.
• Maintain the proper licensing and certifications for alcohol service across all areas and ensure staff adherence to these regulations.

Marketing & Promotion:

• Collaborate with the marketing team to design beverage promotions, events, and specials for all areas of beverage service, including minibar offerings, IRD packages, and Banquet beverage menus.
• Assist with organizing and promoting resort events (e.g., wine tastings, cocktail parties, seasonal celebrations) to enhance guest experience and resort visibility.
• Develop and implement loyalty programs or special offerings to encourage repeat guest visits, focusing on beverage experiences across the resort, from minibars to large events.

Reporting & Analysis:

• Maintain and analyze beverage sales reports, guest feedback, and operational metrics to track performance and identify opportunities for improvement across all beverage outlets.
• Provide regular updates to the Food & Beverage Director on beverage operations, financial performance, team development, and guest satisfaction in IRD and Banquet services.
• Track beverage-related trends in minibars and event services, adapting the offerings to meet guest demand and increase profitability.

Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred; equivalent work experience will be considered.

Experience:

• Minimum of 3–5 years of experience in beverage management, ideally in a resort or high-end hospitality setting.

• Experience in managing a diverse beverage program, including alcohol, non-alcoholic beverages, and specialty drinks.

• Proven ability to lead, train, and develop a team of beverage service professionals.

• Strong understanding of inventory control, cost management, and budgeting.

Skills:

• Exceptional customer service skills with a focus on guest satisfaction.

• Excellent communication and interpersonal skills, with the ability to work effectively across departments.

• Strong organizational and multitasking abilities.

• Ability to work under pressure in a fast-paced environment.

• Knowledge of beverage trends, craft cocktails, and wine and spirits.

• Proficient in Micros and OpenTable systems.

• Knowledge of safety, sanitation, and alcohol service laws.