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