Job Description

Designation: Assistant General Manager
Reports to: General Manager
Works Alongside the Head Bartender
Manages: Front of House Team

OVERVIEW

As Assistant General Manager you have the responsibility for all aspects of the guest experience within the venue, as well as to maintain and improve the working culture of our client amongst our Front of House (FOH) team. You are to ensure each guest has a positive, engaging and memorable experience leading by example with a daily, sustained presence on the floor. Your role requires the building and maintenance of an exceptional service culture and work ethic amongst the Front of House team; including an in-depth level of food & beverage knowledge and active engagement in recruitment, training and a constant review of standard operating procedures. This is full spectrum FOH team management to create a world-class standard.

Additionally, the Assistant General Manager has the responsibility of quality and maintenance of the venue on an inter-departmental level, to ensure day-to-day operations run without friction. This means accountability for the upkeep and presentation of our client, major fixtures and equipment as well as oversight of external contractors engaged to provide services venue-wide.

The Assistant General Manager will have responsibility for aspects of our client\'s P&L, as directed by the General Manager.

KEY RESPONSIBILITIES - SERVICE

As Assistant General Manager your detailed responsibilities include:

Guest Experience

Build a dynamic service and guest-first culture amongst the Front of House (FOH) team

Show exceptional guest relationship attributes and skills and instil these attributes in our client\'s FOH team culture

Support Reservations & Events team, driving overall guest numbers and delivering both private and corporate business

Drive continuous improvement throughout the guest experience by improving standard operating procedures (SOP\'s)

Manage FOH training to align all team members to our client SOP\'s

Manage the system for guest feedback review, through training and corrective action to adjust or creation of new SOPs

Constant revision of SOPs, particularly where breakdowns occur and/or informed via guest feedback

Develop relationships with return guests, recognise those with potential longevity to reinforce the brand through word-of-mouth

Recognize and maintain relationships with key people within the hospitality industry both within Singapore and on an international level

Service Management

Develop and maintain a high-touch, best-in-class service environment

Oversee all aspects of daily service and operations, including exceptional venue presentation, cleanliness and upkeep

Plan staffing for service including rosters, leave schedules, training blocks and management meetings

Identify opportunities for revenue growth through improved service management

Drive continuous improvement of service within our client, continually finding new ways to go above and beyond for our guests

Assist in the conceptualization of pop-ups, parties & internal events, develop entertainment concepts & briefs

Maintain market awareness by staying abreast of local competition and industry trends, refining our client\' offering where appropriate

Assist and support the Juniper Society membership program and help the Head Bartender as they manage all Juniper Society events

Work collaboratively with inter-departmental heads (HODs) with regards to service management, balance the needs of their teams with the needs of the guests and direction of the business

Standards & Training

Develop and subsequently maintain all FOH SOPs, Sequence-of-Service routines and professional standards

Drive a robust internal education program and learning culture for our client front-of-house teams

Plan and execute new and refresher training as part of or in addition to our client training schedule

Plan and execute floor team onboarding training program

Drive maintenance and improvement of workplace health and safety standards

Drive continuous improvement in behavioural standards and expectations

Sales, Revenue & Finance

Drive sales to achieve our client revenue budget, through daily service operations, events and spending per head

Drive additional revenue streams or operational services to achieve our client revenue budget where required

Proactive revenue management including sales tracking & performance

Gross margin management, including price adjustments and product sales blend

Expense management, including FOC stock, stock adjustments & claim approvals

Ensure all FOH staff adhere to our client cash handling procedures, being responsible for all safe, floats and petty cash monies

KEY RESPONSIBILITIES - OPERATIONS

As Assistant General Manager your detailed responsibilities include: Recruitment & Staff Development

Review manpower requirements and proactively forecast needs to allow recruitment processes

Proactively seek out new talent to join our client floor team

Induct, orientate and provide onboarding training for all new our client floor team members with the view of reducing staff turnover rates

Install and maintain a reporting structure to ensure all our client floor team members are regularly appraised and reviewed

Manage succession planning for our client floor team

Drive a strong and sustainable team culture of resilience, that is in keeping with our client brand and guest-first experience

Identifying strengths and weaknesses of our client floor team, to plan and allocate services accordingly

Recognise and reward outstanding staff performance including but not limited to service delivery and knowledge acquisition

Take corrective action when needed for poor staff performance, following our client management system

Vendor contracts

Manage third-party/vendor service contracts for cost, quality and performance

Manage annual third-party / vendor service contract reviews, adjusting terms, conditions and times as required

Manage budgeting and forecast for third-party / vendor contracts

Oversight of our client cleaning, rubbish removal and maintenance schedules for our client staff and contractors

Oversight to A/V & lighting equipment and procedures

Act as our client point of contact with PVS on all matters relating to security, housekeeping, engineering, the lobby and the common area

Develop and maintain positive working relationships with all contractors and suppliers

Stock management & control

Oversight of our client stock take system, processes and procedures

Oversight of our client stock purchasing system, processes and procedures

Ultimately responsible for tracking and reporting stock variances to the GM and Leadership Team

Identify causes of stock count variances across all departments and initiate solutions

Make sure all menu item pricing and unit costs are correctly input

Work with GM, Head Bartender and Executive Chef on pricing solutions and improvements

Maintenance & equipment

Oversight of major equipment and maintenance venue-wide

Oversight of the system for maintenance reporting and follow-up

Ensure a maintenance schedule for major equipment is maintained

Ensure a contractor list for repairs is maintained

Ensure a fully functional, working and visually appealing venue (to our client standards) is maintained at all times

OS&E Management & Procurement

Drive projection planning and management for all OS&E stocks, ensuring all items are in stock at necessary levels for efficient operations

Drive cost management of OS&E as a P&L line item and adhere to budgets as directed

Oversight to develop and maintain positive relationships with all OS&E vendors

POS

Manage the Revel POS system

Responsibility for the accuracy of reporting

Responsibility for inputting SKUs, correct pricing and where products are located.

Create and ensure the layout of POS is user-friendly

Liaise with Revel on system upkeep and maintenance

Accela Recruitment Services Pte Ltd

EA License: 15C7529

EA Personnel No: R22107085

Accela Recruitment Services