Job Description
Are you a hospitality professional with a passion for leading teams and delivering exceptional guest experiences? As an Outlet Supervisor, you will oversee daily operations across your assigned outlet, ensuring flawless service, refined presentation, and seamless coordination. This is an opportunity to guide a dynamic team, uphold our dining and beverage standards, and create memorable moments that reflect the artistry and prestige of world‑class hospitality. As the Outlet Supervisor, you will be responsible for performing the following tasks to the highest standards. Supervise daily operations and ensure service standards are consistently maintained. Ensure outlet/space readiness including cleanliness, table setup, ambience, and service flow before each service period. Coordinate closely with kitchen and bar teams to ensure timely food and beverage delivery. Monitor reservations, seating plans, and table turnover to optimise guest satisfaction. Maintain strong floor presence and actively engage with guests to anticipate needs. Handle guest feedback and service recovery promptly, escalating issues when necessary. Ensure compliance with food safety, hygiene, and HACCP standards. Support execution of promotions, special events, and VIP dining arrangements. Leadership & Culture. Lead and guide service associates during shifts to ensure smooth operations. Conduct daily briefings to communicate service priorities, menu highlights, and guest expectations. Coach team members on service techniques, upselling skills, and product knowledge. Maintain high grooming, discipline, and professionalism standards within the team. Assist management in training new team members and monitoring performance. Administration. Prepare shift reports, maintain logbooks, and track guest preferences. Support roster coordination and ensure proper manpower deployment during peak periods. Ensure correct use of POS systems, reservation platforms, and operational tools. Assist in maintaining updated SOPs and service guidelines. Financial & Cost Control. Support revenue generation through effective upselling and menu recommendations. Monitor billing accuracy and cashiering procedures during shifts. Assist in stock control, minimise wastage, and maintain proper inventory practices. Be aware of outlet performance indicators such as covers, average check, and guest flow. Guest & Team Experience. Deliver anticipatory and personalised service aligned with Waldorf Astoria luxury standards. Guide team members in handling VIP guests and special occasions with professionalism and discretion. Monitor team morale and contribute to a supportive and productive working environment. Ensure compliance with hotel safety policies, sanitation standards, and regulatory requirements. Report maintenance issues, safety hazards, and incidents promptly. Support emergency response procedures and risk management protocols. Communication & Collaboration. Maintain effective communication with all hotel departments to ensure seamless service delivery. Participate in departmental meetings, operational reviews, and training sessions. Represent the outlet professionally in interactions with guests, suppliers, and colleagues. Support sustainability initiatives, brand campaigns, and pre-opening activities. Stay informed of hospitality trends and service innovations. Undertake additional responsibilities as assigned by management. An Outlet Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. Previous experience as a Senior Captain, Team Leader, or Supervisor within a luxury hotel or upscale dining environment. Demonstrates strong leadership presence with excellent interpersonal and communication skills. Proven ability to handle guest feedback and service recovery situations with professionalism and confidence. Sound knowledge of food and beverage service standards, including basic wine knowledge and menu pairing principles. Flexible to work rotating shifts, including weekends and public holidays, based on operational requirements. Basic proficiency in computer applications and familiarity with POS and reservation systems. Well-groomed, detail-oriented, and able to work effectively as part of a collaborative teama.
