Outlet Manager

An Outlet Manager manages all aspects of food and beverage – restaurant, In-Room Dining and &ToGo (grab and go retail) on a daily basis and coordinates special events. He/ she ensures compliance with standards of service and operating procedures, adherence to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Oversee the implementation of standards as detailed in the departmental standards and procedures manual and ensure consistency in its delivery. Adhere to opening and closing, and cashiering procedures. Encourage and motivate staff to provide optimum service during all shifts. Share recommendations and guest comments to the Head Chef and management team to reflect current customer profile. Develop and implement promotions calendar for F&B products in restaurant. Conduct competitor analysis and be aware of local and international F&B trends. Anticipate market changes and review operations when necessary. Create positive publicity opportunities. Manage customer database and utilize effectively. Up-sell property facilities. Manage food and beverage cost through effective forecasting and stock control. Analyze food and beverage statistics through point of sale system. Ensure the availability of all food & beverage items and suggests the best alternative in case of shortage. Work on manpower planning to better manage payroll cost. Work on the preparation and management of the department’s budget and monthly rolling forecast. Fully conversant with all hotel emergency procedures and ensure safety for all guests and team members alike as per guidelines. Ensure that service and cleanliness of the outlet are of the highest standards and take any necessary corrective action. Aware of requirements in terms of food safety and hygiene standards and ensure that these standards are implemented and maintained in all service and guest areas, and take any necessary corrective action. Report maintenance request to relevant department and follow up through appropriate channels. Provide input for preparation of Capital Expenditure (CAPEX) Budget. Proactively manage the Quality Assurance process and conduct regular quality audits in the department. Ensure client feedback is communicated and acted upon internally and manage resolution of any issues with the client within 48 hours. Own the Food & Beverage Stay Experience score, encourages consistency through supervision, control and action planning when needed. Handle queries and complaints in a timely, efficient and diplomatic manner and to keep accurate records in the outlet log-book. Monitor and implement control procedures. Manage operating equipment, FFE and Linen inventories proactively. Monthly P&L reviews and follow ups. Encourage productivity and operational excellence and efficiency. Encourage team work and spirit in all areas of the department. Ensure that all outlet team members are aware of the objectives of the department (departmental balance score card) and related outlet brand standards. Provide direction and support to the team on a daily basis. Develop all team members of the department with appropriate training and coaching. Ensure that training needs are identified, addressed, and reported to Human Resources Manager. Prepare and follow up the departmental Global Team Member Survey (GTMS) action plan. Conduct and facilitate the team member performance review process. Familiar with the local labor law and ensures compliance with the support of Human Resources. Ensure departmental communication meetings are conducted monthly and minutes followed up on. Encourage empowerment and entrepreneurial management in the department. Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials. An Outlet Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. 2-4 years managerial position in Food and Beverage setting. Familiar with computer systems. Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance. Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you. Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. Strong leadership, people management and training skills. Guest oriented and able to confidently build and exceed service standards. Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings. Strong interpersonal skills and attention to details. Key strengths (under the 9 competencies) in people management communication and planning. Thorough knowledge of restaurant operations including food, beverages, supervisory aspects, . Considerable skills in math and algebraic equations using percentages. Able to communicate in English, both verbally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems. Able to work under pressure and deal with stressful situations during busy periods. Outgoing personality and willing to work for long hours.