The position assists the Restaurant Manager in supervising the overall operation and service standards of the outlet to meet and exceed guestâs dining expectations and achieving set financial targets.
Main responsibilities include, but are not limited to, assisting the Restaurant Manager in developing a loyal following of local guests, maximising revenues, achieving financial and quality targets, confirming required staffing levels, conducting training and development of team members.
Primary Responsibilities
Oversees Daily Operations and Achieving Targets
- Supervises the daily operation and ensures sufficient manning coverage for operations.
- Works closely with the manager and to forecast sales, covers and payroll costs.
- Suggests initiatives to the manager that assist in incremental sales.
- Works closely with culinary, wine and bar team to ensure a smooth and wholesome F&B experience.
- Is consistently present in the operation during all meal periods.
- Maintains consistency in quality of food, beverage and service above all else.
- Ensures that all duties, tasks and services are carried out according to the required standards as prescribed by the hotel.
- Possesses in depth and supervision knowledge of all food and beverage menus and its preparations and presentations.
- Consistently adheres to timeline of deliverables.
- In the absent of the manager, attends briefings and meetings held by the department and updates all latest policies as needed.
- Detailed knowledge and experience in establishing, training and executing sales techniques and marketing plans.
- Ensures cleanliness and appearance of the restaurant and related areas at all times and takes immediate action if needed or required.
- Familiarises self with the hotelâs applicable processes, software and technologies (e.g. Micros, Avero, Material Control, etc.).
- Assists outlet manager in controlling the requisitioning, storage and careful use of all operating equipment and supplies.
- Assists outlet manager in the revision and updating of the outlet SOP annually
- Takes full responsibility for residents and guests belonging in the restaurant.
- Is present in the operation during all meal periods.
Provides a Leading and Consistent Guest Experience
- Is pro-actively engaged in guest service.
- Promotes sales through direct guestsâ contact.
- Constantly obtains guest feedback during operation to ensure satisfaction and builds loyal following/return guestâs database.
- Handles guest complaints and comments competently and swiftly.
- Leads the service team to personalise guest experience and in accordance with hotel standards.
- Builds strong relationship with local guests and builds loyal following as foundation for a successful operation.
- Maintains levels of confidentiality and discretion of the guest, colleagues, operator at all times.
- To be able to increase our regular clientele by networking and obtaining repeat customers.
Management and Leadership of Outlet
- Proactive, innovative with in depth Food & Beverage and market knowledge.
- Executes hands-on leadership by actively engaging in colleague support and guest service during all major meal periods.
- Leads and supports the team to be consistent in service standards, executes a collaborative and enabling leadership style. Provides regular team meetings for training and arranges examinations for the team members to achieve higher standards and skills.
- Drives the team to achieve common goals and builds strong team work, using the appropriate balance between supportive styles and discipline.
- Uses the performance review process to identify and develops talent for growth.
- Manages performance issues by using various coaching styles.
- Works closely with the manager to review work performance of all colleagues to make sure that established procedures and policies are being followed.
- Enforces and upholds highest standards in discipline and knowledge of the contents in disciplinary actions. Actively enforces colleague motivation and team building.
- Performs colleague appraisals and executes disciplinary actions if required.
- Provides a level of Safety and Security for guests and colleagues.
- Ensures grooming and hygiene practices of colleagues are in line with Raffles Hotel Singapore and National Environmental Agency standards.
- Attends monthly departmental meetings and communicates with the team. Follows up on projects assigned if any.
- Checks daily opening and closing duties.
Marketing Plan and Revenue Management
- Comfortably and confidently answers questions and attends to queries or feedback regarding the restaurant.
- Develops a loyal following with local guests.
- Works closely with the manager to implement appropriate and effective measures to improve control of costs, expenses, and labour.
- Submits monthly sales analysis with improvement action plan.
- Uses revenue management tools to generate reports.
- Ensures all reports generated are accurate before submission.
Training, Learning and Development of the Team
- Conducts regular on the job trainings for colleagues to develop their skills and knowledge.
- Guides the departmental orientation for new hires.
- Ensures that colleagues are aware of hotel rules and regulations.
- Ensures that colleagues are trained on fire and safety, emergency procedures and hygiene.
- Ensures that colleagues are adhering to private and confidentiality of guests or any other information of the hotel posted on social media or public.
Other Responsibilities
- Performs any other duties that may be assigned by the manager.
- Coordinates all functions with Culinary Team, Catering Sales Team and Service Team to ensure maximum efficiency.
- Develops own knowledge and skills to grow as a leader.
- Ensures NEA rules and regulations are met and achieve.
- Uses a HeartistÂź approach â makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
- Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Contributes to the hotelâs Corporate Social Responsibility and sustainability efforts.
- Performs any other duties and responsibilities that may be assigned.