Job Description
Are you a hospitality leader with a passion for delivering exceptional dining experiences and inspiring teams to achieve service excellence? As Restaurant Manager, you will oversee daily operations, ensuring flawless service, refined presentation, and seamless coordination across the restaurant. As the Restaurant Manager, you will be responsible for performing the following tasks to the highest standards. Oversee daily restaurant operations, ensuring strict adherence to hotel policies and Forbes standards. Conduct pre‑service inspections to verify setup, cleanliness, stocked side stations, and equipment readiness. Ensure proper lighting, ambiance, and sound systems to create a luxurious dining atmosphere. Manage the sequence of service, coordinating seamlessly between kitchen, bar, and front‑of‑house teams. Monitor beverage preparation, pouring standards, and presentation for consistency and quality. Lead pre‑shift briefings covering VIP guests, occupancy forecasts, special requests, and service strategies. Oversee reservations, ensuring accurate documentation, guest communication, and smooth seating. Enforce timely food and beverage delivery, maintaining efficiency and luxury standards. Supervise event setups, promotions, and exclusive dining experiences. Handle guest complaints promptly and professionally, ensuring recovery exceeds expectations. Enforce beverage control policies, inventory tracking, and compliance with liquor laws. Maintain a strong floor presence, engaging guests with personalized service and feedback collection. Review and update SOPs to maintain operational efficiency. Ensure compliance with HACCP, safety, and hygiene standards. Foster a positive, motivated, and team‑oriented environment that encourages creativity and innovation. Lead by example, setting high standards for professionalism, empathy, and guest‑centric service. Supervise grooming, punctuality, and presentation to ensure brand consistency. Recruit, train, and develop a high‑performing team aligned with Waldorf Asotia luxury standards. Implement structured training programs, including knowledge assessments and continuous learning. Recognize and reward outstanding performance to motivate excellence in service and sales. Administration. Maintain and update guest profiles, tracking preferences, occasions, and dining habits. Ensure accurate documentation of operations, including logbooks, shift reports, and audits. Assist in strategic planning, operational improvements, and policy updates. Conduct product knowledge tests and service standard assessments. Respond to TripAdvisor and Google reviews promptly and professionally. Regularly update SOPs and training manuals to reflect best practices. Manage staff scheduling and roster planning based on business demands. Financial & Cost Control. Support financial objectives, ensuring revenue targets and cost efficiencies. Monitor and analyze sales trends, average checks, and guest counts to optimize profitability. Control purchasing and inventory to minimize waste and prevent overstocking. Implement upselling techniques and menu recommendations to enhance satisfaction and revenue. Track ROI of promotions and marketing initiatives, making data‑driven recommendations. Ensure accurate transactions, billing, and financial reporting in compliance with hotel policies. Manage P&L performance, maximizing revenue and optimizing expenses. Guest & Team Experience. Deliver personalized, anticipatory service that exceeds luxury expectations. Address guest feedback promptly, implementing service improvements. Guide the team in handling VIP guests and special requests seamlessly. Train staff in guest engagement, menu knowledge, and service excellence. Monitor team morale and well‑being, ensuring a balanced work environment. Sales & Marketing. Develop and execute outlet promotions in collaboration with marketing. Conduct sales calls and proactive outreach to generate new business. Maintain relationships with corporate clients, event planners, and business contacts. Monitor ROI on promotions and adjust strategies as needed. Ensure compliance with food safety, hygiene, and sanitation regulations. Conduct regular safety inspections to maintain a hazard‑free environment. Report maintenance and safety concerns promptly. Enforce workplace respect and anti‑harassment policies. Communication & Collaboration. Maintain a comprehensive logbook documenting observations, guest feedback, and action points. Participate in leadership meetings and cross‑department briefings for operational alignment. Communicate effectively with all hotel departments to ensure flawless service execution. Represent Waldorf Astoria Kuala Lumpur professionally in guest, supplier, and regulatory interactions. Act as liaison between team members and management, ensuring concerns are addressed. Stay updated on industry trends, competitive benchmarks, and hospitality innovations. Support hotel initiatives, including sustainability, brand campaigns, and team development programs. Enforce grooming, uniform, and professional appearance standards. Undertake additional assignments as directed by management to ensure continued excellence. A Restaurant Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. Strong leadership and interpersonal skills, with a passion for luxury hospitality. Proven ability to resolve guest complaints with professionalism, discretion, and effective problem‑solving. Flexibility to work varied schedules, including weekends and holidays, based on business needs. Commitment to continuous learning and service excellence in luxury dining. In‑depth knowledge of Malaysian and international cuisine, fine dining etiquette, and premium beverage pairings. Proficiency in reservation systems and basic computer applications. Strong financial acumen, with experience in cost control and revenue management. Understanding of current and emerging food & beverage trends in south-east Asia, with the ability to anticipate future developments.
