Restaurant Manager

The Outlet Manager is concerned with the strategic management of the Restaurant, in line with prescribed Hilton policies and procedures.

• 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.
• Create an environment where everyone in the department is focused on “creating that special experience” to deliver exceptional customer service.
• Actively seek verbal feedback from customers and team members at each service period.
• Agree on and implement actions to make improvements to customer service.
• Positively deal with and learn from customer complaints and comments with follow‑up and feedback to the Food & Beverage Manager.
• Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
• Be available to assist on duty in the restaurant and bars during any busy days or special events.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
• Ensure all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
• Knowledgeable of Hilton departmental standards.
• Able to explain the standards to the team and Managers, assessing team members against these standards.
• Ensure that training on departmental standards is regularly conducted in the outlets.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Implement and follow‑through with improvements identified.
• Plan, prioritize, organize and control the day‑to‑day operation.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
• Communicate effectively with the Front Office and Groups & Tours teams to maximize in‑house and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
• Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
• Understand the situation in other departments and their implications for your own department.
• Plan ahead and ensure adequate resources are available.
• Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
• Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed‑up with and procedures are maintained.
• Ensure that the shift is reviewed, and handovers and briefings are carried out.
• Maintain in‑depth technical knowledge and skills required for the job.
• Establish good communication with the Kitchen team.
• Maintain event and function histories to assist with returning events.
• Participate in future menu changes with the Food & Beverage Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements.
• Attend and participate in regular F&B operational and roster meetings.
• Understand the goals of the hotel and the department’s role in achieving it, communicating goals and 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 communication meetings and memos, including special events and promotions in the restaurant.
• Seek out and maximize departmental and hotel revenue opportunities.
• Be aware…