Assists the Restaurant Manager to supervise the overall operation and service standards of the outlet to meet and exceeds guest’s dining experience expectations. Main responsibilities include, but are not limited to, creating a Food & Beverage destination within Raffles Hotel Singapore, maximising revenues, achieving financial and quality targets, confirming required staffing levels, conducting training and development of team members.
Primary Responsibilities
Overseeing Daily Operations and Achieving Targets
- Supervises the daily operation and ensures sufficient manning coverage for operations.
- Assigns the supervisors with responsibilities and tasks that they are best suited for.
- Ensures that all duties, tasks and services are carried out according to the required standards as prescribed by the hotel.
- Consistently adheres to timeline of deliverables.
- Maintains consistency in quality of food, beverage and service above all else.
- In the absent of the manager, attends briefings and meetings held by the department and updates all latest policies as needed.
- Possess in depth and supervision knowledge of all food and 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 the restaurant and related areas at all times and takes immediate action if needed or required.
- Familiarises self with the hotel’s applicable processes, software and technologies (e.g. Micros, Avero, FutureLog, etc.).
- Is present in the operation during all meal periods.
Provides a Leading and Consistent Guest Experience
- Pro-actively engaged in guest service. Constantly obtain customer feedback during operations to ensure satisfaction and building loyal following / return customer base.
- Promotes sales through direct guests’ contact.
- Constantly obtains guest feedback during operation to ensure satisfaction and builds loyal following/return guest’s 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.
Management and Leadership of Outlet
- Is a mentor and role model.
- 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.
- Uses the performance review process to identify and develops talent for growth.
- Manages performance issues by using various coaching styles.
- Displays cultural affinity and shows empathy to all team members.
- Assists the manager to coach and trains team members to prepare them to move to the next level.
- 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.
- Observe colleague’s individual performance, grooming and punctuality.
- Performs colleague appraisals and executes disciplinary actions if required.
- Provides a level of Safety and Security for guests and colleagues.
- Assists in recruitment, inducts and trains 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.
- In the absent of the manager, attends daily meetings and all other meetings, which fall under his/her jurisdiction, follow directives given and advises the manager on topics of importance.
- Attends monthly departmental meetings and communicates with the team. Follows up on projects assigned if any.
- Checks daily opening and closing duties as well as other side duties.
Marketing Plan and Revenue Management
- Comfortably and confidently answers questions and attends to queries or feedback regarding the restaurant.
- Makes recommendations to the manager on other potential sources of revenue e.g. promotions etc.
- 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.
- Ensure 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.
- Records and submits monthly On-the-Job Training hours to Food & Beverage Office.
- 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.
Demonstrates the "We Are All Butlers" Philosophy
- Delivering intuitive, personalized and exceptional service, recognizing that every colleague plays a role in creating memorable guest experiences where applicable.
- Anticipate guest needs and preferences through attentive observation and proactive engagement, taking initiative to provide personalized assistance before requests are expressed.
- Deliver personalized and bespoke experiences by recognizing individual guest preferences and tailoring interactions, services and recommendations to create meaningful and lasting connections.
- Take ownership and accountability for all guest requests, enquiries and concerns, ensuring timely follow-up, effective resolution and a seamless guest journey from arrival to departure.
- Collaborate effectively across departments to provide seamless, consistent and exceptional service, ensuring guest needs are met efficiently and professionally.
- Manage service recovery situations professionally by responding promptly to guest feedback and concerns, implementing timely corrective actions and restoring guest satisfaction and confidence.
- Identify, capture and utilize guest preferences by accurately updating special occasions, personal preferences and relevant guest information in designated systems to support consistent personalization across current and future stays.
- Serve as a trusted ambassador of the Raffles experience, fostering genuine relationships with guests and creating memorable moments that exceed expectations.
Other Responsibilities
- Performs any other duties that may be assigned by the manager.
- Coordinates all functions with Culinary Team, Events 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 Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
- Ensures service standards and individual performances is aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Contributes to the hotel’s Corporate Social Responsibility and sustainability efforts.
- Performs any other duties and responsibilities that may be assigned.