Cluster Director of Food & Beverage

Do you see yourself as the Cluster Director of Food & Beverage at InterContinental Hotels Group® at Dubai Festival City?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

The IHG Hotels at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's experience an enjoyable one. We value the passion and enthusiasm of our colleagues and encourage you to share your passion when you work with us.

A little taste of your day-to-day:

Key Responsibilities

• Oversee the management of restaurants, bars, banquets, room service, and minibars within IHG DFC cluster.
• Manage F&B colleagues within the hotel’s organisational structure, adhering to human resource and hotel policies.
• Communicate regularly with food and beverage colleagues, conducting effective team briefings.
• Provide professional, advisory, and executive support to the Cluster Hotels Manager to assist in achieving strategic goals.
• Establish SMART systems to monitor the achievement of departmental goals.
• Ensure compliance with business operations and hospitality laws.
• Collaborate with the sales and marketing team to develop new products, services and drive business.
• Develop and implement quality management systems.
• Work with the Director of Procurement to develop and monitor the implementation of purchasing procedures.
• Ensure the delivery of high-quality service to guests.
• Ensure that assets are maintained in good working condition.
• Establish and achieve quality and guest satisfaction goals. Help guests with their requests and complaints - making sure you maintain a high level of guest satisfaction.
• Analyse guest insights to identify and meet customer expectations and build on guest loyalty.
• Regularly communicate with guests to ensure expectations are met.
• Other ad-hoc duties - unexpected moments when we have to pull together to get a task done.
• You will also be responsible for OWNCO events as required.

People

• Clearly and effectively communicate hotel goals and strategies to all levels of the hotel team.
• Manage everyday activities, plan and assign work ensuring you always have the right staffing numbers.
• Work within the company’s Human Resource framework to ensure the departmental performance of staff is productive. Duties include:
  • Planning for future staffing needs.
  • Recruiting in line with company guidelines.
  • Develop and implement strategies that promote DEI within the F&B department. This includes recruiting a diverse team, ensuring equitable opportunities for development, and fostering an inclusive environment where all employees feel valued.
  • Preparing detailed induction programmes for new staff.
  • Maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
  • Ensuring training needs analysis of F&B colleagues is carried out and training programmes are designed and implemented to meet needs.
  • Develop and support your team through coaching, regular feedback, and clear performance and development goals. Recognise and celebrate strong performance.
  • Conduct probation reviews and formal performance appraisals in line with company guidelines.
  • Provide training and ensure the team operates in compliance with company standards, equipped with the necessary tools to perform efficiently.
  • Maintain accurate and up-to-date staff records, including managing leave approvals and other administrative tasks.
  • Address performance concerns constructively through ongoing coaching, counselling, and, where necessary, disciplinary action.
  • Oversee the implementation and effective use of the Work Optimisation Tool (WOT) Planner to ensure accurate forecasting and scheduling to maintain optimal workforce for exceptional service and efficient management.
  • Drive Nationalisation efforts by mentoring and integrating local talent, fostering their development, and ensuring compliance with nationalisation goals.
  • Regularly communicating with staff to maintain good relations.
  • Establish/maintain a succession plan.
• Recommend or initiate any HR related actions where needed (engagement, wellbeing activities). Direct the team on how decision-making impacts profits.
• Motivate the team to work in accordance with “The Winning Ways” with customers and colleagues.
• Develop the salesmanship and customer service skills of the F&B team.

Financial

• Help prepare the hotel’s annual budget and the setting of departmental goals.
• Monitor budget and control expenses with a focus on food, beverage, and labour costs.
• Lead the development and implementation of menu engineering strategies to optimise pricing, product mix, and profitability.
• Analyse sales data to identify high- and low-performing menu items and make data-informed decisions on menu design and promotions.
• Oversee FF&E planning and procurement related to all IHG DFC managed F&B outlets, ensuring alignment with brand standards, functionality, and budgetary requirements.
• Working with the Conferences & Events, identify additional sales opportunities to enhance revenue.
• Drive promotions that deliver great dining experiences for guests at a good value.
• Make sure credit and financial transactions are handled securely

Guest Experience

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups, and other key guests.

Responsible Business

• Manage the cluster food and beverage marketing programmes and participate in and maintain system-wide food and beverage marketing programmes and promotions.
• Keep an eye on competitor activity / industry innovation. Review and approve menu design and concepts with the Cluster Executive Chef.
• Make sure food and drinks are secure and stored safely - always keep stock replenished to minimise waste.
• Handle food and beverage inventory procedures. Determine minimum and maximum stocks for all food, beverage, material, and equipment.
• Maintain a focus and commitment to operating a “green” hotel.
• Communicate and correspond with both internal and external partners, with professionalism, respect and understanding.
• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Ensure that the brand is at the heart of all decisions.

What we need from you:

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management, Culinary arts, or related field.
• 4+ years’ related experience, including management experience.
• Excellent interpersonal, organizational, and administrative skills.
• Strong customer focus and demonstrated leadership abilities.
• Advanced proficiency in Microsoft Office.
• Fluency in English (verbal and written).
• High level of common sense and strong problem-solving and decision-making skills.

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.