Outlet Manager

Main Responsibilities

• Ensure that all departmental operation manuals are prepared and updated annually, maintaining the highest standards of quality and efficiency.
• Maintain the daily logbook, tracking key performance indicators and making data-driven decisions to drive business growth.
• Submit monthly reports to the Food and Beverage office, including objective reviews, trainers' reports, and promotions analysis, providing actionable insights to inform strategic decisions.
• Plan and organize the outlet's weekly roster and work schedules, ensuring adequate staffing to meet business demands and delivering exceptional customer experiences.
• Maintain the outlet's communication board, fostering open communication and transparency among team members.
• Submit all guest/staff incident reports, prioritizing guest satisfaction and employee well-being.
• Report Lost & Found items and handle them in accordance with the hotel's Policy & Procedures.
• Attend weekly Food & Beverage meetings and daily operation meetings, staying informed and contributing to the success of the team.
• Control requisitioning, storage, and careful use of all operating equipment and supplies, ensuring optimal resource allocation and minimizing waste.

Customer Service

• Ensure that all employees establish a rapport with guests, handle all guest requests and enquiries on food, beverage, and service, and deliver exceptional customer experiences.
• Be demanding and critical when it comes to service standards, driving continuous improvement and excellence in all aspects of service delivery.
• Ensure that the outlet team projects a warm, professional, and welcoming image, reflecting the hotel's brand values and commitment to guest satisfaction.

Financial

• Ensure that the monthly forecasted Food & Beverage revenue figures are achieved, driving revenue growth and profitability.
• Strictly adhere to established operating expenses and ensure that all costs are controlled, optimizing resource allocation and minimizing waste.
• Ensure an effective payroll control through a flexible workforce, maximizing the utilization of part-time employees and closely cooperating with other Food & Beverage outlets.
• Participate in the formulation of the annual operating budget, determining outlet projected revenues and expenses, operating equipment, and FF&E requirements, in line with the compilation of the Annual Business Plan.
• Obtain and account for the correct settlement of all sales, being overall responsible for cashier/floats and their maintenance.
• Handle voiding, correcting, changing of restaurant checks in accordance with the prescribed procedures and account for all checks used during each shift.
• Identify and correct any errors.
• Participate in the formulation of the annual marketing plan and implement effective sales and promotional activities to maximize revenues.
• Implement a consistent guest recognition program and maintain a relevant guest database.

Operational

• Ensure that the outlet is managed efficiently, according to the established concept statement, providing a courteous, professional, efficient, and flexible service at all times, following Novotel Standards.
• Have a full working knowledge and capability to supervise, correct, and demonstrate all duties and tasks in the assigned place of work to the set standards.
• Assign responsibilities to subordinates and check their performance periodically.
• Be a hands-on manager, present at all times in the restaurant, especially during busy periods.
• Implement flexible scheduling based on business patterns.
• Establish and strictly adhere to par stocks for all operating equipment, supplies, and inventoried items, ensuring the outlet is adequately equipped.
• Conduct monthly inventory checks on all operating equipment and supplies.
• Control requisitioning, storage, and careful use of all operating equipment and supplies.
• Conduct daily pre-shift briefings to employees on preparation, service, and menu.
• Have a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend Food & Beverage combinations and upsell alternatives.
• Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to the F&B manager if no immediate solution can be found and assure follow-up with guests.
• Establish a rapport with guests, maintaining good customer relationships.
• Ensure that the outlet's cashiering procedures are strictly adhered to, and that the cashiering system is updated and operated correctly.

Personnel

• Identify training needs and plan training programs for employees.
• Ensure that outlet employees are adequately trained and have the necessary skills to perform their duties with maximum efficiency.
• Liaise and inform the Food & Beverage department and Human Resources department of all training sessions.
• Fully support the departmental trainers' function in the department assigned, develop department trainers, and assign training responsibilities.
• Assist in the training of Food & Beverage cashiers, ensuring they have the necessary skills to perform their duties with maximum efficiency.
• Ensure that all employees provide a courteous and professional service at all times.
• Supervise employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the department operations manual.
• Conduct staff yearly performance appraisals.
• Ensure that all employees maintain a high standard of personal appearance and hygiene at all times.
• Ensure that all employees report for duty punctually, wearing the correct uniform and name badge at all times.
• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety, and development.
• Ensure that all employees have a complete understanding of and adhere to the hotel's employee rules & regulations.
• Ensure that all employees have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health, and safety.

Other Duties

• Carry out bi-yearly, yearly inventory of operating equipment, as well as conducting monthly par stock checks.
• Plan and organize festive food promotions within the outlet.
• Carry out any other reasonable duties and responsibilities assigned.
• Liaise and organize with the Housekeeping department that the established cleaning schedules are strictly adhered to.
• Coordinate all repair and maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet.

Occupational Health & Safety

• Ensure that all employees have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene, health, and safety.

Employee Responsibility

All employees are responsible for safeguarding their health and safety and the health and safety of others in the workplace.

Replacement and Temporary Mission: Be ready and responsible for any job which may be assigned by the Management.

Qualifications:

Knowledge and Experience:

• Diploma/Degree in Hospitality Management/Food & Beverage preferred.
• Additional certification(s) in Food & Beverage will be an advantage.
• Minimum 2 years of relevant experience in a similar capacity.
• Excellent reading, writing, and oral proficiency in English language.
• Ability to speak other languages and basic understanding of local languages will be an advantage.
• Working knowledge of MS Excel, Word, and PowerPoint.

Competencies:

• Strong leadership, interpersonal, and training skills.
• Good communication and customer contact skills.
• Service-oriented with an eye for details.
• Ability to work well in stressful and high-pressure situations.
• A team player and builder.
• A motivator and self-starter.
• Well-presented and professionally groomed at all times.

Remote Work:

No.

Employment Type:

Full-time.