• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department;
• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards.
• Have knowledge of the hotel, its services, and facilities
• Allocate work duties to Team Members
• Handle equipment, tools, keys and supplies in proper way, kept in good working condition, regularly inspected, following instructions as directed, and ensure the team
• Train and the develop Team Members
does the same.
• Be environmentally aware
• Serve as a role model for the team as a reflection of Hilton standards and a Blue Energy mind set. Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Manage Guest requests in a timely and efficient manner
• Manage outlet operations on daily basis ensuring an effective and positive working environment at all times.
• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.
• Undertake any reasonable additional tasks as assigned by the Food and Beverage Operations Manager to ensure the overall success of F&B department.
• Carry out any other reasonable task set by the Hotel&039;s Management
• Support other F&B operations outside of assigned outlet when required.
• Report hazard issues and follow up to make it done
• Report maintenance deficiencies and items in need of repair and follow up to make it done
• Monitor the outlets’ mise- en- place process following opening and closing checklists.
• Strictly control the proper usage, storage and inventory of all operating equipment and ensure the outlet is adequately equipped.
• Maintain good relationship with your colleagues, Assistant Managers and other department
• Attend training and meetings when required.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Ensure the standards of cleanliness and orderliness of all working areas
• Assist other departments wherever necessary and maintain good working relationships
• Be proactive and observant in service to identify guest needs before being asked.
• Drive sales to maximize budgeted revenue by taking part in creating promotional activities, by being a role model in perfecting own salesmanship and by driving team members with upselling training and incentive activities.
• Assume full responsibility for outlet performance in the absence of the Outlet Manager or Assistant Outlet Manager.
• Manage master keys in his/her possession
• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).
• Monitor cashiers and be able to perform cashier functions when required, including managing cash flows and submission of required financial reports.
• Handle guest inquiries, notice comments or complaints and report accordingly.
• Ensure outlet setup and ambience following concept guidelines.
• Be part of an effective communicating network within the team, between outlets and with other departments. To foresee any operational needs by attending meetings, conducting team briefings and passing information in time to the team.
• Be responsible for outlet orderliness and cleanliness both front and back of house.
• Engage in providing service and an overall F&B experience to guests.
• Carry out lost and found procedures
• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene
