F & B Operations Support Manager - N/A10675
Applications accepted until:
Number of Openings


Sun City Resort


Sun City Resort

Job Purpose

Responsible for establishing relationships with F&B outlets and business areas across the resort and managing the collation, coordination and provision of competent F&B staff in line with business unit requirements within service level agreement timelines, budgets, and quality standards. This will include the management of staff processes around rostering and scheduling of staff; control and authorisation of leave and leave liability, consolidation and scheduling of training needs analysis, and co-ordination of performance management processes, in line with Company standards and legislation.


3 Year Hotel School Diploma or equivalent National Qualification at a Diploma level


  • 5-6 years in the food and beverage industry of which at least 2 years experience in a supervisory role within the food and beverage environment
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization

Skills and Knowledge

  • Ability to work shifts that meet operational requirements (including weekends, public holidays and evenings)
  • Physically able to move operating equipment
  • Have an open attitude to perform similar functions in outlets due to operational requirements

Key Performance Areas:

Client Services & Account Management

  • Be the first point of contact and liaison between business operations and the Central F&B services team
  • Facilitate ongoing staff accounts management with specific business unit operations;
  • Build relationships with key stakeholders by ensuring that there is full understanding of the unit culture and requirements in the scheduling of staff with correct fit for outlet requirements
  • Receive briefs from units on job requirements
  • Compile staff workforce plans and deliverables with timelines and activities for the individual units, creating a synergistic approach when required
  • Plan, co-ordinate and implement staffing at a unit level in line with plans and productivities
  • Compile progress reports around staffing analytics (productivities and costs) for business units
  • Forecast and track key account metrics
  • Cross check work completed is within scope and budget, and escalate any issues

F&B Administration Management

  • Maintain and update internal status reports on staffing costs, leave liability, performance management and other HR processes
  • Facilitate a weekly F&B services meeting with F&B Managers in each of the hotels to discuss requirements and provide feedback on deliverables and timelines
  • Monitor Kronos exceptions, and highlight any anomalies, ensuring these are signed off by relevant management
  • Monitor productivity levels and costs, and escalate any variances or overage per outlet
  • Allocate and reconcile requisitions and invoices correctly and resolve all escalated queries
  • Oversee the development of a filing system (including records and reports) that enables others in the department to be able to access required documents
  • Troubleshoot and resolve escalated queries and issues with the business units
  • Creates and documents F&B services processes and communicates with other F&B teams across the resort, including SOPs, templates, FAQs

Project Management

  • Act as a resource on special projects and provide project support as required by the F&B services team.
  • Understand staffing requirements, costs and deadlines for specific complex events e.g. NGC in line with operational requirements
  • Own and project manage F&B staffing projects from inception to completion (small content projects)
  • Works closely with F&B teams to ensure the preparation of staffing requirements and control of costs
  • Communicate and train staff to deliver project requirements
  • Follow-up on outstanding work required to deliver the SLA
  • Provide feedback at management meetings, escalating any areas of concern

People Development & Coaching

  • Keep up to date with various F&B Products, trends and services standards
  • Assist in defining technical competencies required for successful performance at all staffing levels within various areas of F&B
  • Liaise with Learning & Development to define needs analysis; learning standards; and requirements
  • Assess F&B services team to ensure they have the correct competencies to meet outlet requirements, ensuring any areas of improvement are addressed to maximise staff flexibility
  • Provide employee training and coaching on the job with regards subjects relating to the delivery of F&B Products, trends and services standards
  • Receive input from F&B operations and facilitate performance management sessions, including individual development plans for all employees to understand areas of strength and improvement
  • Provide recommendations to resource and remove obstacles to quality standards
  • Support the employees and management in achieving their targets and objectives

People Leadership

  • Communicate daily briefing sessions with complex F&B staff
  • Lead and motivate employees and promote positive working relationships, direction and support
  • Lead and oversee departmental communication ensuring employee and management interaction
  • Measure and develop strategies to enhance employee engagement
  • Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent management
  • Coach and train employees with regards standards, new techniques, settings and menus
  • Assess that competence levels of staff are sufficient to meet operational level requirements
  • Source and Select talent as per EE plan to build the future food and beverage talent pipeline
  • Manage the performance management sessions for all employees in the complex F&B department
  • Manage employee relations and logistics for hearings, ensuring all parties are informed of arrangements (monthly meetings with staff - formalised, minuted, issues addressed).

Stakeholder Relationship Management

  • Establish appropriate levels of co-ordination, communication and liaison with F&B business operators
  • Liaise with the Convention Centre, F&B and Hotel management on staffing requirements and processes for various outlets and events
  • Maintain regular communication with the F&B services team and management on project development, timelines, and results
  • Verify with business management that the scheduling and performance of the team will meet business requirements
  • Build effective relationships with HR and finance teams to ensure costs and staffing are controlled effectively
  • Work with operators to ensure any Kronos exceptions are authorised within deadlines




Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.