Job Description

Key Responsibilities Responsible for creating and upholding a culture of service and operational excellence, through effective systems, training and a great work environment

• Manage day-to-day operations in the restaurant as appointed
• Create and improve standard operating procedures for service and product preparation offered is upheld
• Generate monthly reports covering HR, inventory, sales, staff and customer feedback
• Improve and maintain a training program for all new staff / ongoing mentorship and training for existing staff
• Ensure Workplace safety and hygiene standards are adhered to regulatory guideline
• Full understanding, and ensuring procedural compliance with the company’s policies

• Improve customer experience, respond to customer service issues in a timely manner.
• Take ownership of customer issues and feedback
• Develop and improve service procedures, standards and policies for team to follow
• Manage online ordering system, respond to customer enquiries and follow up on orders and delivery logistics
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Able to troubleshoot and find solutions to achieve customer satisfaction goals.
• Maintain records and documentation of customer service activities and discussions
• Liaise with corporate clients for orders and events

• Supports the Food & Beverage inventory / stock management and assists in resolving issues.
• Monitors stock ordering by venue management and helps maintain par levels.
• Monitors and oversees the weekly roster for management and oversees the planning of staff rostering to promote productivity, minimize labour cost while maintaining best staffing balance.
• Lead and conduct daily pre-shift roll call with team members to update on daily specials, guests’ preferences / feedback, internal memos, company / marketing update, station plan, sales and any other operational update.
• Helps to promote a friendly PR culture at the venues, communicates regularly with customers to obtain feedback and monitors trends. Assists SOM to investigate and resolve customer complaints.
• Assists in coordinating venue, POS programming and issues.
• Work together with SOM and venue management. Identifies and resolves operational issues and strives to develop alternative/improved job methods and improved workflow.
• Takes all necessary/prompt action to understand and resolve discrepancies in stock/other cash security issues.
• Provides feedback and ideas to help further develop and establish marketing and promotional activities for the venues and review/research customer satisfaction. Ensures all onsite marketing is implemented on time and in the correct manner.
• Works with the Kitchen Chefs to ensure best food quality and Grade A hygiene standards.
• Schedule and lead weekly outlet management / weekly joint management meetings.
• Schedule and lead monthly 1-1 check in with team members
• The OM should work on his/her administrative responsibilities around his/her operations duties. The individual should be focused on participating in operations during the key operating hours and must refrain from working on his/her laptop or doing any paperwork at the service area.

• Ensure all bar staff are basic hygiene certified, with at least 1 hygiene officer in each venue.
• Ensure that there are trained first aiders and fire wardens in each respective venue.
• Monitors and liaises with OM on venue onsite food, beverage and service training activities.
• Creating and implementing training strategies for the venue.
• Liaises with OM regarding promotions, transfers and disciplinary measures.
• Work with senior management on team development and yearly appraisal.
• Ensure all staff are aware of fire escape route and SOP in case of emergency.

• Analyses POS reports and sales trends, recommends and implements cost control exercises, and improvements to onsite sales and marketing tools.
• Review all online, offline and social media platform to ensure accuracy of information and follow up on guests feedback.
• Oversee venue equipment and property management / maintenance
• Conducts regular inspections on the general cleanliness and maintenance of venues and takes corrective action as and when necessary.
• Supports OM in monitoring venue adherence to all licensing laws regarding the service of food and beverage, public / employee safety and food safety.