OPERATIONAL TASKS
Develop & raise standards, policies & procedures in the restaurant and bar.
Prepare weekly roster, ensuring manning power is always managed effectively and efficiently.
Support supervisors and FB service staff at peak times; undertake any operational duties to ensure guest expectation is met.
Conduct daily briefings and liaise with Kitchen department to manage the operation.
Conduct administrative documents needed as to ensure improvement in service quality and operation efficiency.
Work with other departments to supervise all aspects of stock deliveries and accurate and updated data records.
Following restaurant & bar’s operation and handle incidents properly with satisfied service quality given.
Achieve restaurant & bar budget goals by maintaining efficient cost expenditure.
Participate in planning, coordinating, and implementing food & beverage menus into the restaurant & bar operation.
Act as duty manager on rotation basis (role shared with another manager and FB manager)
Responsible for leading and managing restaurant and bar, ensure smooth operation, profitable operation within the framework of the hotel and add the finishing touch to our guest experience.
Ensure that restaurant and bar is accurately forecast business demands on a weekly basis to ensure efficient staffing & food production.
Follow closely with weekly order statement to ensure that stock levels are maintained and handled well.
Maximize revenue of the restaurant and bar.
CUSTOMER SERVICE
Responds quickly and proactively to guest&039;s concerns.
Manages day- to- day operations, drives quality, and verifies standards are meeting the expectations of the customers on a daily basis.
Takes ownership of a guest complaint/problem until it is resolved or it has been addressed by the appropriate manager or employee.
Serves as a role model to demonstrate appropriate behaviours.
Verifies all banquet functions are up to standard and exceed guest&039;s expectations.
Provides services that are above and beyond for customer satisfaction and retention.
Sets service expectations for all guests internally and externally.
Provides excellent customer service.
Understands the brand&039;s service culture.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Drives alignment of all employees, team leaders and managers to the brand&039;s service culture.
MANAGING PEOPLE
To supervise Departmental Orientation Programmes for new employees, to ensure they understand and adhere to hotel policy and procedure.
To identify training needs and plan training programmes for the employees.
To assist Head of Department in implementing effective training programmes for Divisional employees to maximise skills, knowledge and productivity and to implement effective succession planning in line with the principles of “People, Productivity and Profit”.
To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
To develop departmental trainers and assist in the planning of training activities.
To attend/participate in staff training, briefings and meetings as required.
To actively promote the Recognition programme
To maximise employee productivity and morale and consistently maintain discipline following hotel guidelines and local legislation and to liaise with Human Resources on disciplinary matters.
To ensure that all employees have a complete understanding of and adhere to the hotel&039;s employee rules and regulations.
To ensure that all employees have a complete understanding of and adhere to the hotel&039;s policies regarding Fire, Health and Safety.
To plan and implement an effective training program for all employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
To ensure that all employees provide a professional and courteous service at all times.’
To ensure that all employees’ report for duty punctually wearing the correct uniform and name badge and adhere to the hotel’s grooming standards at all times.
To direct and supervise all employees ensuring that the correct standards and methods are maintained as stated in the Department&039;s operations Manual.
In liaison with the Head of Department, to conduct all Annual Appraisals for Divisional Management and ensure all performance appraisals, assessments and disciplinary and counselling interviews are conducted in line with Corporate and legislative requirements.
To liase with the Head of Department with regard to establishing a career programme and succession plan for the department.
To oversee the Division’s recruitment and selection process whilst maintaining efficient staffing levels and payroll costs in line with budgetary planning.
