Outlet Manager - Makan Kitchen

Job Overview

Outlet Manager - Makan Kitchen (Job Number : HOT0C2FH) at DoubleTree by Hilton Shah Alam i-City Golden Triangle Shah Alam 40000.

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. Hilton is a leading global hospitality company spanning the lodging sector and includes brands such as Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

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 approaching the job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always communicating clearly with both customers 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 in a manner that ensures safety for yourself and others in the workplace.
• Create an environment where everyone in the department focuses on delivering a "special experience" to provide exceptional customer service.
• Actively seek verbal feedback from customers and team members at each service period.
• Agree on and implement actions to improve customer service.
• Positively handle and learn from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager.
• Respond promptly and effectively to all customer requests and queries while assisting on the floor during meal periods each day.
• Be available to assist on duty in the restaurant and bars during busy days or special events.
• Proactively assist guests and train all team members to anticipate needs before guests ask.
• Ensure all standards for service delivery identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered.
• Possess knowledge of Hilton departmental standards and be able to explain them to the team and managers, assessing team members against these standards.
• Ensure regular training on departmental standards is conducted in the outlets and monitor standards through regular reviews.
• Develop action plans to address shortfalls in standards and implement improvements.
• Plan, prioritize, organize and control day-to-day operations; prepare rosters and schedules for team members to meet business needs.
• Communicate effectively with the Front Office and Groups & Tours teams to maximize in-house and group business for the restaurant, coordinating with Group Leaders on arrival.
• Assign and delegate duties and authority for the operation of the restaurant at all times; understand implications from other departments.
• Plan ahead to ensure adequate resources are available and manage the departmental operation to run smoothly, participating in service duties when necessary.
• Coordinate with Engineering and Housekeeping to ensure cleaning standards are followed and procedures are maintained.
• Ensure shift handovers and briefings are carried out; maintain in-depth technical knowledge and skills required for the job.
• Establish good communication with the Kitchen team and maintain event and function histories to assist with returning events.
• Participate in future menu changes with the Food & Beverage Manager and Executive Chef, considering new trends, market demands and sales achievements.
• Attend and participate in regular F&B operational and roster meetings; communicate hotel and department goals and provide 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 meetings and memos, including special events and promotions in the restaurant.
• Seek 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; assist with event brochures and identify, communicate and act on potential sales leads.
• Foster an environment where “everyone sells”; supervise the financial performance of the department in line with the profit plan.
• Use key monitors and financial targets to evaluate performance and plan future actions; complete regular financial and operating reports as requested.
• Forecast potential revenues and costs; control costs without compromising standards and analyze any variances against plan.
• Set up and maintain leave plans for the department; assist with selecting, training, coaching and developing people to meet current and future needs.
• Ensure new recruits have all relevant information before starting employment; assist with planning and conducting departmental orientation and maintaining the Orientation Training manual for each outlet; ensure training, standards and assessments are carried out.
• Ensure the health, safety and well-being of customers and all team members; understand OH&S legislations and communicate responsibilities; ensure safe and healthy working practices are implemented and hygiene training is conducted at least once a year.
• Carry out other reasonable duties as assigned; management reserves the right to make changes to this job description at its sole discretion.

What are we looking for?

An Outlet Manager serving Hilton Brands works on behalf of our guests and team members. To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow :

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 providing exceptional guest experiences across its global brands and values the contributions of its Team Members.

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