The Outlet Manager is the âfaceâ, leading the venuesâ personalities and soul. He/she is responsible for supervising the overall operation and service standards of the outlets to meet and exceed guestsâ dining experience expectations as well as to contribute to the achieving the set financial and other targets.
Main responsibilities include, but are not limited to, creating a Food and Beverage destination within Raffles Hotel Singapore, maximising revenues, achieving financial and quality targets, marketing, confirming required staffing levels, conducting training and development of the team.
Primary Responsibilities
Key Job Requirements and Responsibilities
- Demonstrates excellent project management skills including research of equipment, materials, supplies and methods, sourcing and negotiating with qualified suppliers or contractors, reviewing contracts, and quality control during all stages of project development.
- Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside and outside the hotel.
- Maintains a productive climate and confidently motivates, mobilises, and coaches colleagues to meet high performance standards.
- Listens, writes, and speaks effectively, and positively interacts with co-workers and others.
- Makes choices or reaches conclusions by establishing objectives, gathering relevant information, identifying alternatives, setting criteria for the decision, and selecting the best option.
- Systematically develops plans, prioritises, organises and manages resources in order to accomplish business goals within a given time period.
- Able to establish, review and adjust sequence of service if necessary.
- Prepares training manuals and conducts departmental service training in coordination with Learning and Development Manager and Food and Beverage Operations Manager.
- Develops on-job training schedule in coordination with Learning and Development Manager and the Food and Beverage Operations Manager.
- Establishes colleagueâs working schedule in line with operational requirements and regulations issued by Ministry of Manpower and local union.
- Involves himself/herself in the process of business strategic planning, menu engineering and critique form.
- Establishes operating par stock for OS&E and beverage.
- Establishes menu pricing based on market knowledge and cost considerations.
- Creates and updates restaurant Standard Operating Procedures.
- Creates and updates bar recipes in Material Control.
- Establishes minimum/maximum par stock of guest supplies.
- Creates an equipment maintenance check list to be conducted on weekly basis with Engineering and Housekeeping team.
- Conducts a monthly walk-through with Hygiene Officer.
- Previous relevant experience with opening of a restaurant of similar standing and profile.
- Ability to work independently and with minimal supervision.
- Highly organised with strong analytic and communication skills.
- Excellent computer skills (incl. Microsoft Excel in a business environment) and ability to learn new programs/systems quickly.
- Ability to work under pressure and remain within all set deadlines.
- Identifies what needs to be completed and takes action to achieve a standard of excellence beyond job expectations.
- Understands, embraces, and integrates corporate values into everyday duties and responsibilities.
- Identifies and responds to current and future client needs by providing excellent, genuine service to internal and external guests.
- Creates a maintenance equipment check list to be conducted on weekly basis with Engineering and Housekeeping team.
- Establishes a monthly walk-through with Hygiene Officer in coordination.
Oversees Daily Operations and Achieving Targets
- Maintains consistency in quality of food, beverage and service above all else.
- Working closely with restaurant chef, wine and bar teams to create a unique and wholesome F&B experience for all guests when they patronize.
- Forecasts sales, covers and payroll costs.
- Supervises operation, ensuring sufficient manning coverage for operation.
- Assigns the Assistant Manager and Supervisors with responsibilities and tasks that they are best suited for.
- Consistently checks the responsibilities and task layout for the team and provide improvement feedback.
- Ensures that all duties, tasks and services are carried out according to the required standards as prescribed by the hotel.
- Consistently adheres to timelines of deliverables.
- Attends briefings and meetings held by the department and updates all latest policies as needed.
- Possesses in depth and superior knowledge of beverage menus and its preparations and presentations. This includes in depth and supervision knowledge of bar and wine operations.
- Detailed knowledge and experience in establishing, training and executing sales techniques and marketing plans.
- Ensures cleanliness and appearance of related areas at all times and takes immediate action if needed or required.
- Familiarises self with the companyâs applicable processes, software and technologies (e.g. Micros, Future Log, etc.).
- Present in the operation areas during all meal periods.
Provides a Leading and Consistent Guest Experience
- Promotes sales through direct guestsâ contact. Constantly obtains guest feedback during operation to ensure satisfaction and builds and maintains loyal following/return guestâs database.
- Handles guest complaints and comments competently and swiftly if the need.
- Ensures all guestsâ complaints and comments are recorded accordingly and communicated to F&B Office.
- Leads the service and culinary team to personalise guest experience and in accordance to 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, team members, operator at all times.
Management and Leadership of Outlet
- Is a mentor and role model to all colleagues in the 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 maintain consistent service standards while executing a collaborative and enabling leadership style. Conducts regular team meetings, provides trainings, arranges examinations and provides learning opportunities for all team members to reach highest standards and skill levels.
- Drives the team to achieve common goals and builds a strong team work, using the appropriate balance between supportive styles and discipline.
- Uses the performance review process to identify and develop talent for growth management performance issues and uses coaching styles.
- Drives the team to achieve common goals and builds strong team work.
- Manages performance issues by using varied coaching styles.
- Reviews work performance of all colleagues to assure 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.
- Observes colleagueâs individual performance, grooming and punctuality.
- Performs colleague appraisals and executes disciplinary actions if required.
- Provides a level of Safety and Security for guests and employees.
- Assists in recruitment, induct and train the team who are competent and confident.
- Ensures grooming and hygiene practices of colleagues are in line with Raffles Hotel Singapore and National Environmental Agency standards.
- Attends daily meetings and all other meetings, which fall under his/her jurisdiction, follows directives given and advises Food and Beverage Operations Manager on topics of importance.
- Attends monthly departmental meetings and communicates with the team. Follow up on projects assigned if any.
- Daily opening, closing and side duties to be checked.
Marketing Plan and Revenue Management
- Displays the knowledge and confidence to represent the brand and promote the outlet.
- Is comfortable being a media personality with all public statements being subject to approval and supervision of the Management and Marketing Communications team.
- Comfortably and confidently answers questions and attends to queries or feedback.
- Provides recommendations to Management about potential sources of incremental revenue.
- Implements appropriate and effective measures to improve control of labour and operating for the outlet.
- Submits regular restaurant revenue and expense forecasts.
- Submits monthly sales analysis with respective improvement recommendations/action plan.
- Uses revenue management tools to generate reports.
- Ensures all reports generated are accurate before submission.
Training, Learning and Development of the Team
- Streams line all training requirements and co-ordinates all arrangements for proper execution of instructions.
- Conducts regular on the job trainings for colleagues to develop their skills/new menu items and knowledge.
- Guides the departmental orientation for new joiners.
- Ensures that colleagues are aware of hotel rules and regulations.
- Ensures that colleagues are trained on fire and safety, emergency procedures and hygiene.
- Supports training provid