Job Description

The Outlet Manager, is concerned with the strategic management of the all-day dining restaurant, in line with prescribed Hilton policies and procedures.What will I be doing?As the Outlet Manager, you will be responsible for performining the following tasks to the highest standards:

• 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 guests and colleagues.
• Contribute ideas and suggestions to enhance operational/ environmental procedures in the hotel.
• Actively promote the services and facilities of Hilton hotels 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 is focus on \xe2\x80\x9ccreating that special experience\xe2\x80\x9d to deliver exceptional customer service.
• Actively seek verbal feedback from guests and team members at each service period.
• Propose and implement actions to make improvements to guest service.
• Positively deal with and learn from guest complaints and comments with follow-up, and feedback to the Assistant Director / Director of Food & Beverage.
• Make sure all guests\xe2\x80\x99 requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
• Be available to assist on duty in the restaurant and bars during any busy days or special events.
• Be proactive towards guests, assisting them with any reasonable requests, and train all team member to anticipate guests needs.
• Ensure all standards for service delivery as identified in the Standard Operating Procedures Manual are consistently delivered throughout the department.
• Knowledgeable of Hilton departmental standards.
• Able to explain the standards to the team, assessing team members against these standards.
• Ensure that training on departmental standards is regularly conducted in the restaurant.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Implement and follow-through with improvements identified, adjust progressively to fit operation needs.
• Plan, prioritize, organize and control the day-to-day operation, ensure adequate resources are available.
• Prepare rosters, leave plan and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
• Communicate effectively with the Front Office and Groups & Tours teams to maximize inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
• Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
• Understand the situation in other departments and their implications for your own department.
• Manage the departmental operation and taking 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, and handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Establish good communication with the Kitchen team.
• Maintain event and function histories to assist with returning events.
• Participate in future menu changes with the Director of Food & Beverage and the Director of Culinary, taking into consideration new F&B trends, market demands and sales achievements.
• Attend and participate in regular F&B operational and roster meetings.
• Understand the goals of the hotel and the department\xe2\x80\x99s role in achieving it, communicating goals and clear direction to the team.
• Set and agree to departmental objectives for self and team.
• Represent the needs of the team to others in the hotel.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
• Seek out and maximize departmental and hotel revenue opportunities.
• Be aware of potential highs and lows in the business.
• Create and implement sales promotions and team member incentives as per discussion with the Director of F&B.
• Assist the Assistant Director and Director of F&B with Marketing Communications team to prepare event brochures.
• Identify, communicate and act on potential sales leads.
• Create an environment where \xe2\x80\x9ceveryone sells\xe2\x80\x9d.
• Supervise the financial performance of the department in line with the profit plan.
• Use key monitors and financial targets to evaluate the department\xe2\x80\x99s performance and make future plans.
• Complete regular financial and operating reports as required or requested by the Director of F&B.
• Forecast potential revenues and costs, able to analyse and explain any financial variance against plan.
• Following company control procedures, control costs without compromising standards.
• Assist with selecting, training, coaching and developing team member to meet current and future needs of the department and the hotel.
• 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 the relevant information before commencing employment.
• Assist with planning and ensuring departmental orientation is carried out.
• Ensure that the Orientation Training manual for restaurant is kept up to date and that standards training, and assessments are carried out.
• Ensure the health, safety and well-being of guests and all team members are practiced at all times.
• Understand relevant Occupational Health & Safety legislations and their implications on the operation of the department and communicate to the team on their responsibilities
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?An Outlet Manager, serving the Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• 2 to 4 years managerial position in a 4 or 5-star category hotel.
• Familiar with computer systems.
• Possess a valid food hygiene certificate.
• Upkeep with the fast moving F&B trend in the market.
• Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
• Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Strong leadership, people management and training skills.
• Guest oriented and able to confidently build and exceed service standards.
• Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
• Strong interpersonal skills and attention to details.
• Thorough knowledge of restaurant operations including food, beverages, supervisory aspects, service techniques, and guest interaction.
• High levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
• Able to work under pressure and deal with stressful situations during busy periods.
• Outgoing personality and willing to work for long hours.

What will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its . Our vision \xe2\x80\x9cto fill the earth with the light and warmth of hospitality\xe2\x80\x9d unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Hilton