As the Assistant Outlet Manager, you will be responsible for performing the following tasks to the highest standards:
Ensure that the Orientation Training Manual for each outlet is kept up to date.
Maintain a high customer service focus by approaching your job with the customers always in mind.
Actively seek verbal feedback from customers and team members at each service period.
Ensure that new recruits have all relevant information before commencing employment.
Positively deal with and learn from customer complaints and comments with follow- up and feedback to the Outlet Manager.
Ensure the health, safety and wellbeing of customers and all team members.
Communicate effectively with the Front Office and Groups & Tours teams to maximize in- house and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
Analyse and explain any financial variance against plan.
Carry out any other reasonable duties and responsibilities as assigned.
The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
Identify, communicate and act on potential sales leads.
Understand the situation in other departments and its implication for your own department.
Monitor standards through regular standards review checks.
Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
Maintain in- depth technical knowledge and skills required for the job.
Agree on and implement actions to make improvements to customer service.
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities and occupancy and external events, promotions, etc).
Ensure that training on departmental standards is regularly conducted in the outlets.
Establish good communication with the Kitchen team, providing and communicate clear direction to the team.
Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
Assist with carrying out selection interviews and making effective recruitment decisions.
Assist with planning and ensuring departmental orientation is carried out.
Manage departmental operation and take action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
Ensure that the shift is reviewed, handovers and briefings are carried out.
Understand the quantity and quality of people needed to operate the department.
Create an environment where “everyone sells”.
Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed- up with and procedures are maintained.
Ensure that standards trainings and assessments are carried out.
Ensure that safe and healthy working practices are implemented at all times.
Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
Maintain event and function histories to assist with returning events.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
Assist the Outlet Manager with the preparation of events brochures.
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
Following company’s control procedures, controlling costs without compromising standards.
Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
Has basic bar knowledge and its latest trend in beverages.
Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Create an environment where everyone in the department and focus on “creating that special experience” to deliver exceptional customer service.
Understand relevant OH&S legislations and their implications on the operation of the department, communicating to the team their responsibilities within OH&S.
Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department.
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
Set- up and maintain the leave plans for the department.
Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members’ performance against these standards.
Planning ahead and ensuring adequate resources are available.
