Job Description

Key ResponsibilitiesResponsible 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 policiesCustomer Service Responsibilities 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 eventsOperational Administrative Duti 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.Human Resource and Training 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.General Management 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.
Not Specified