• Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
• Monitor standards through regular standards review checks.
• Establish good communication with the Kitchen team & Purchasing team.
• Knowledgeable of Hilton departmental standards.
• Complete regular financial and operating reports as required or requested by the F&B Director.
• Able to explain the standards to the team and Managers, assessing team members against these standards.
• Use key monitors and financial targets to evaluate the department’s performance and make future plans.
• Responsible for maintaining stock and storing of all fresh fruit and vegetable garnishes, juices and other perishables daily to ensure product quality.
• Ensure that hygiene training is conducted at least once a year.
• Vast knowledge on what’s happening with competitor property in terms of F&B promotions and its result. In particularly, bar & beverages.
• Ensure that the shift is reviewed, and handovers and briefings are carried out.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
• Extensive beverage knowledge and latest trend in market in terms of beverages including coffees, teas, alcoholic and non- alcoholic beverages.
• Supervise the financial performance of the department in line with the profit plan.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
• Ensure that the Orientation Training manual for each outlet is kept up to date.
• Be available to assist on duty in the restaurant and bars during any busy days or special events.
• Understand the situation in other departments and their implications for your own department.
• Understand the goals of the hotel and the department’s role in achieving it, communicating goals and clear direction to the team.
• Carry out any other reasonable duties and responsibilities as assigned.
• Create and implement sales promotions and team member incentives as per discussion with the F&B Manager.
• Positively deal with and learn from customer complaints and comments with follow- up and feedback to the Food & Beverage Director.
• Set and agree to departmental objectives for self and team.
• Set- up and maintain leave plans for the department.
• Attend and participate in regular F&B operational and roster meetings.
• Create an environment where “everyone sells”.
• Agree on and implement actions to make improvements to customer service.
• Ensure that safe and healthy working practices are implemented at all times.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Identify, communicate and act on potential sales leads.
• Ensure all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
• Communicate to the team their responsibilities within OH&S.
• Assist with planning and ensuring departmental orientation is carried out.
• Represent the needs of the team to others in the hotel.
• Understand relevant OH&S legislations and their implications on the operation of the department.
• Plan, prioritize, organize and control the day- to- day operation.
• Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed- up with and procedures are maintained.
• Able to use bar equipment at its best level.
• Assist the F&B Director with preparation of event brochures.
• Be aware of potential highs and lows in the business.
• Maintain in- depth technical knowledge and skills required for the job.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Understand the quantity and quality of people needed to operate the department.
• Actively seek verbal feedback from customers and team members at each service period.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Maintain event and function histories to assist with returning events.
• Participate in future menu changes with the Food & Beverage Director, taking into consideration new F&B beverage trends, market demands and sales achievements.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
• Assist with carrying out selection interviews and making effective recruitment decisions.
• Seek out and maximize departmental and hotel revenue opportunities.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
• Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
• Following company control procedures, control costs without compromising standards.
• Ensure that new recruits have all the relevant information before commencing employment.
• Forecast potential revenues and costs.
• Ensure the health, safety and well- being of customers and all team members.
• Ensure that bar & beverage training on departmental standards is regularly conducted in the outlets.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Ensure that standards training, and assessments are carried out.
• Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
• Implement and follow- through with improvements identified.
• Create an environment where everyone in the department is focus on “creating that special experience” to deliver exceptional customer service.
• Check guests for proper identification, detect and act upon guest inebriation as trained, demonstrating knowledge of liquor laws.
• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
• Analyse and explain any financial variance against plan.
• Plan ahead and ensure adequate resources are available.
