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