Restaurant Operations Specialist

Job Title:

Restaurant Operations Manager

As a skilled restaurant operations manager, you will be responsible for the day-to-day management of a busy restaurant. You will work closely with the outlet manager to ensure that all aspects of the restaurant are running smoothly and efficiently.

Key Responsibilities:

• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Contribute ideas and suggestions to enhance operational and environmental procedures in the hotel.
• Actively promote the services and facilities of our restaurants to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Create an environment where everyone in the department can deliver exceptional customer service.
• Actively seek verbal feedback from customers and team members at each service period.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Outlet Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
• Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
• Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members' performance against these standards.
• Ensure that training on departmental standards is regularly conducted in the outlets.
• Monitor standards through regular standards review checks.
• Prepare rosters and job schedules for team members to meet business needs, taking into consideration internal activities and occupancy and external events, promotions, etc.
• Communicate effectively with the Front Office and Groups & Tours teams to maximize in-house and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
• Understand the situation in other departments and its implication for your own department.
• Plan ahead and ensure adequate resources are available.
• Manage departmental operation and take action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
• Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
• Ensure that the shift is reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain event and function histories to assist with returning events.
• Establish good communication with the Kitchen team, providing and communicating clear direction to the team.
• Understand the goals of our company and the department's role in achieving it, communicating goals to the team.
• Keep the team up to date about departmental, company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
• Assist the Outlet Manager with the preparation of events brochures.
• Identify, communicate, and act on potential sales leads.
• Create an environment where everyone sells.
• Following company control procedures, controlling costs without compromising standards.
• Analyze and explain any financial variance against plan.
• Set-up and maintain the leave plans for the department.
• Assist with selecting, training, coaching, and developing people to meet current and future needs of the department and the company.
• Understand the quantity and quality of people needed to operate the department.
• Assist with carrying out selection interviews and making effective recruitment decisions.
• Ensure that new recruits have all relevant information before commencing employment.
• Assist with planning and ensuring departmental orientation is carried out.
• Ensure that the Orientation Training Manual for each outlet is kept up to date.
• Ensure that standards trainings and assessments are carried out.
• Ensure the health, safety, and wellbeing of customers and all team members.
• Understand relevant OH S legislations and their implications on the operation of the department, communicating to the team their responsibilities within OH S.
• Ensure that safe and healthy working practices are implemented at all times.
• Carry out any other reasonable duties and responsibilities as assigned.],