POSITION SUMMARY
The Food & Beverage Operations Director is responsible for overseeing the daily operations of the Hong Kong Disneyland Theme Park and Hotels, with direct accountability for all Food & Beverage services throughout the Resort. This role requires exceptional leadership skills to motivate and guide Cast Members, aiming to deliver outstanding guest experiences while maximizing business opportunities and enhancing relationships with our diverse international guests.
Key responsibilities include cultivating an operational environment focused on continuous improvement, consistently meeting and surpassing standards of guest satisfaction, efficiency, and productivity. This position must balance process control and innovation while adhering to Disney's esteemed Quality Standards. The role is equally divided between strategic administration and hands-on operational management.
The Director holds full accountability for people management, steering efforts to ensure the delivery of superior service quality for our Guests. Additionally, the role involves driving the commercialization of F&B programs and promotions, aligning with the company's growth and guest engagement strategies.
KEY ACCOUNTABILITIES
Leadership and Relationship Management
- Clearly communicate the vision and objectives of the Food & Beverage Operations to all Cast Members.
- Foster a culture of quality and sincere service through consistent performance coaching and effective management procedures.
- Identify development needs, coach team members, and implement reward/incentive programs to recognize exceptional performance.
- Ensure development plans are created and executed for career growth at all levels.
- Utilize sales and service performance indicators to motivate and enhance team performance.
- Build relationships with global food and beverage business teams, emphasizing partnership and integration to establish robust operational platforms.
Strategic Business Planning and Execution
- Collaborate with Revenue Management, Sales and Marketing, Entertainment, Merchandise, and Hotel Operations to drive business strategies that meet profitability targets.
- Regularly review department processes to ensure their effectiveness and efficiency.
- Balance resources to align with seasonal and annual business fluctuations.
- Identify opportunities for product and facility development, considering Operating Income requirements, and communicate these opportunities to Senior HKDL Executives.
- Focus on product development to enhance guest experience and drive business results.
Financial Performance
- Manage the Food & Beverage Operations P&L, driving F&B per capita, Hotel F&B per room, and profit according to the AOP.
- Monitor financial performance concerning departmental revenue, expenses, and resultant Operating Income to meet both short- and long-term financial goals.
- Analyze performance and financial data to prioritize actions and make informed resourcing and capacity planning decisions.
Supporting development of new products and concepts to drive the business
- Work with the Culinary and Marketing teams to develop new products and concepts that drive business, improve guest experience, and increase revenue opportunities.
- Regularly evaluate current formats and concepts for productivity and market relevance to enhance the immersive guest experience in both the Park and Hotels.
Responsible for leader and cast development
- Focus on the professional development of leaders and Cast Members through structured training programs, mentoring, and performance feedback.
- Cultivate leadership skills and foster career development pathways to ensure a competent and motivated workforce.
QUALIFICATION AND REQUIREMENTS
- 10-15+ years experience in the F&B industry or relevant theme park business.
- Extensive experience in multi-property F&B operations management with exposure to all lines of businesses.
- Strong relationship skills consistent with the extensive amount of personal interaction that will take place with Guests and Casts.
- Strong perspective of superior guest service and be able to lead a diverse team of Cast Members to deliver such standards.
- Solid negotiation, persuasion, communication, presentation and public speaking skills with high level of creativity and innovation.
- Demonstrated ability to work within a matrix organization; willingness to work and integrate with multiple partners.
- Fluent in Mandarin and English.
