Outlet Supervisor
Hilton
- Zhuzhou, Hunan
- Permanent
- Full-time
- Maintain a high customer service focus by approaching your job with the customers always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating 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 and responsibilities in a manner that ensures your safety and that of others in your workplace.
- Confidently know the food and beverage menu contents and explain them in detail to guests.
- Understand dietary requirements and offer appropriate suggestions.
- In consultation with the Manager, agree and implement actions to make improvements to customer service.
- Complete the checklist in product knowledge.
- Make suggestions on the menu that might suit guests of different nationalities.
- Familiarize with menu items of all other outlets to recommend guests to other outlets.
- Confidently know the opening hours of all restaurants and hotel outlets.
- Able to recommend other restaurants and city attractions to hotel guests.
- Actively check team members’ product knowledge on each shift.
- Undertake steps / processes to ensure that all areas of the restaurant are set to the standards required for breakfast, lunch and dinner, including the checking of the cashier desk set-up and communicating with the Chefs on any details for the shift and number of reservations for the day.
- Check reservations for the day, ensuring that the restaurant and team members have tables ready and large bookings have been confirmed by phone.
- Assist bartenders and kitchen team members where required and carry out any reasonable duties requested by the Manager.
- Ensure that all team members are briefed for the details of the shift ahead.
- Complete the checklist on preparing the restaurant for service.
- Greet guests with a smile, offer assistance with coats, bags, etc., and introduce yourself.
- Escort guests to a table and ask if they would prefer a smoking or non-smoking table.
- Follow-up on any guest questions or queries immediately and if you don’t have the answer, check with your Manager.
- Ensure that all service procedures are carried out to the standards required.
- Make sure that all areas are cleaned and maintained in accordance with operating procedure.
- Supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels, making any changes in order to achieve the F&B team service standards and budget goals.
- Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.
- Assist restaurant managers with training all team members for the ‘induction training’ and ‘on the job training’.
- Offer team members constructive feedback about their performance after every shift in an aim to develop their skills and confidence.
- Provide leadership and direction for all team members while on duty by offering professional skills and leading by example.
- Ensure that the shift is reviewed, handovers and briefings are carried out.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
- 2-4 years managerial position in a 4 / 5-star category hotel.
- Good English skills, both verbal and written to meet business needs.
- Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
- Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Strong leadership and training skills.
- Outgoing personality and willing to work for long hours.