Outlet Manager - Yunnan Restaurant

Job Description - Outlet Manager - Yunnan Restaurant (HOT0C0J6)

Overview The Outlet Manager is responsible for the strategic management of the Restaurant in line with Hilton policies and procedures.

What will I be doing?

Maintain a high customer service focus by keeping the customers in mind.

Resolve issues with initiative, communicating clearly with customers and colleagues.

Contribute ideas to enhance operational and environmental procedures in the hotel.

Promote the services and facilities of Hilton hotels to guests and suppliers.

Perform duties with attention to safety for yourself and others.

Create an environment focused on delivering a special experience to provide exceptional service.

Seek verbal feedback from customers and team members at each service period and implement improvements.

Handle customer complaints with follow-up and feedback to the Food & Beverage Manager.

Respond promptly to customer requests and queries while assisting on the floor during meals.

Be available to assist on duty in the restaurant and bars during busy days or events.

Proactively assist guests and train team members to anticipate needs.

Ensure all service standards as identified in the Guest Satisfaction Manual and SOPs are consistently delivered.

Maintain knowledge of Hilton departmental standards and explain them to the team; assess team performance against these standards.

Ensure regular training on departmental standards and monitor standards through reviews.

Develop action plans to address shortfalls before they affect customer service and implement improvements.

Plan, prioritize, organize and control day-to-day operations.

Prepare rosters and schedules to meet business needs, considering internal activities, occupancy, events, and promotions.

Coordinate with Front Office and Groups & Tours teams to maximize in-house and group business; liaise with Group Leaders on arrival.

Describe, assign and delegate duties and authority for the restaurant operation at all times.

Understand other departments and their impact on your own department; plan ahead to ensure resources are available.

Manage departmental operations, including participating in service duties when needed.

Coordinate with Engineering and Housekeeping to ensure cleaning is completed and procedures are maintained.

Hold effective shift handovers and briefings; maintain technical knowledge required for the job.

Establish good communication with the Kitchen team; maintain event and function histories to assist with future events.

Contribute to future menu changes with the F&B Manager and Executive Chef, considering trends and sales performance.

Attend regular F&B operations and roster meetings; communicate hotel and department goals to the team.

Set departmental objectives; represent the team’s needs within the hotel.

Keep the team informed about departmental, hotel and company activities; coordinate events and promotions in the restaurant.

Seek and maximize departmental and hotel revenue opportunities; be aware of business highs and lows.

Create sales promotions and team incentives; assist with event brochures and identify sales leads.

Foster an environment where everyone contributes to sales.

Supervise the department’s financial performance in line with the profit plan and analyze variances.

Prepare regular financial and operating reports; forecast revenues and costs; control costs without compromising standards.

Set up and maintain leave plans; assist with recruitment, onboarding, orientation and ongoing development of staff.

Ensure health, safety and well-being of customers and team members; comply with OH&S regulations and conduct hygiene training at least annually.

Carry out other reasonable duties as assigned; the management reserves the right to change this job description at any time.

What are we looking for?

Local Malaysian citizen.

2 to 4 years in a managerial position in a 5-star international hotel or resort.

Pre-opening experience in a resort environment is advantageous.

Prior experience managing Yunnan or ethnic Chinese cuisine is mandatory for this role.

Motivated and committed with a proactive approach to learning and performance improvement.

Strong leadership, people management and training skills.

Guest-oriented with the ability to maintain and exceed service standards.

Thorough knowledge of service, cost control in F&B, labor controls, beverage menu writing, maintenance, merchandising, computer and accounting.

Strong interpersonal skills and attention to detail.

Fluent in English and Mandarin (spoken and written) for communication with guests and team members, including handling difficult situations tactfully.

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. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our team members are at the heart of it all!

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