Assistant Outlet Manager (Saudi Only)

“A passion for perfection”

Swissôtel Hotels & Resorts is a distinctive group of deluxe hotels where we put the emphasis on our people. We strive to provide a motivating and rewarding environment that attracts inspired and talented people who are willing to bring news ideas, use and develop their knowledge to reinvent their career path.

Swissôtel Al Maqam is Swissôtel’s Second hotel to open in Saudi Arabia. The hotel offers 1623 elegant rooms and suites with modern design, complementing the values of today’s Arab culture.

As part of the prestigious Abraj Al Bait complex, the deluxe Swissôtel Al Maqam is a contemporary five-star hotel located in close proximity to the holy Masjid Al Haraam, overlooking the Ka’aba and the Grand Mosque.

Swissôtel Al Maqam is part of a new urban development, including two restaurants, one executive lounge, two meeting rooms and a business centre. It has private entrances that make it easier for our valuable gusts to reach Al Masjid Al Haram

Reporting to the Outlet Manager, the Assistant Outlet Manager is responsible for supporting and supervising the daily operation of the assigned outlet. The main focus is to ensure smooth operations, maintain service standards, support the team, and follow up on all assigned tasks.

Responsibilities include, but are not limited to, the following:

1. Daily Operations

• Assist the Outlet Manager in managing the daily operation of the outlet.
• Ensure that the outlet is ready before each service, including table setup, buffet presentation, cleanliness, equipment, and staff readiness.
• Supervise the team during service to ensure smooth operations and good guest service.
• Check the outlet regularly before, during, and after service to ensure that all standards are followed.
• Ensure that opening, closing, and shift handover procedures are completed properly.
• Monitor the service flow and support the team whenever needed.
• Ensure that food is replenished on time and that buffet presentation and table maintenance meet the required standards.
• Coordinate with the Kitchen and Stewarding teams to ensure smooth service.
• Identify and solve daily operational issues within the limits of assigned authority.
• Ensure that all instructions from the Outlet Manager are followed and completed.

2. Team Supervision and Training

• Guide and supervise team members in their daily duties.
• Conduct daily briefings as required to communicate operational updates, guest expectations, promotions, and service standards.
• Ensure that employees follow their duty schedules and comply with attendance, uniform, grooming, and hygiene standards.
• Provide on-the-job training and coaching to improve employees' skills and performance.
• Identify employees who need additional training and inform the Outlet Manager.
• Follow up with employees after training to ensure that they apply what they have learned.
• Support new employees during their training and help them understand the outlet's procedures and standards.
• Encourage teamwork, discipline, and professional behavior among all team members.
• Inform the Outlet Manager of any employee performance issues or training needs.

3. Guest Experience

• Ensure that guests receive friendly, professional, and efficient service.
• Communicate with guests during service to check their satisfaction and identify any concerns.
• Handle guest complaints professionally and resolve routine issues within the assigned authority.
• Inform the Outlet Manager about serious complaints or issues that require management attention.
• Follow up on guest complaints and requests to ensure that they are resolved.
• Record and follow up on guest feedback through the hotel's approved systems, including SSM and ALICE where applicable.
• Ensure that guest preferences, special requests, and food allergies are communicated correctly to the relevant team members.
• Support the team in recognizing loyalty program members and providing personalized service.

4. Hygiene, Safety, and Quality

• Ensure that all employees follow the hotel's hygiene, food safety, and safety procedures.
• Check the cleanliness of the outlet, buffet stations, service areas, and equipment.
• Ensure that employees follow personal hygiene and food handling standards.
• Monitor food presentation and replenishment to maintain the required quality.
• Report any equipment problems, maintenance issues, or safety concerns to the relevant department and the Outlet Manager.
• Follow up on maintenance requests and other issues until they are resolved.
• Ensure that any problems identified during inspections are corrected on time.
• Report any failure to follow hotel standards or procedures to the Outlet Manager.

5. Cost Control and Equipment

• Ensure that employees use operating equipment and supplies properly and avoid unnecessary waste or damage.
• Monitor food and beverage wastage and report any unusual losses to the Outlet Manager.
• Ensure that all orders and payments are processed correctly through the POS system.
• Ensure that discounts, complimentary items, and other transactions follow hotel procedures and approval requirements.
• Support the Outlet Manager in managing staff deployment according to business needs.
• Check that the outlet has the necessary equipment and supplies before service.
• Report shortages, breakages, and equipment problems and follow up on the required action.
• Suggest practical ways to improve daily operations and reduce unnecessary waste.

6. Follow-Up and Reporting

• Keep the Outlet Manager informed about daily operations, guest feedback, staffing issues, and other important matters.
• Prepare daily reports and shift handover reports as requested by the Outlet Manager.
• Follow up on assigned tasks and ensure that they are completed within the agreed time.
• Keep track of pending maintenance requests, guest complaints, and other operational issues.
• Coordinate with the relevant departments and follow up until outstanding issues are resolved.
• Ensure that all important information is communicated properly between shifts.
• Follow up on instructions given by the Outlet Manager and report the progress.
• Inform the Outlet Manager about repeated problems and suggest possible solutions.

7. Coordination with Other Departments

• Maintain good communication with the Kitchen, Stewarding, Engineering, Housekeeping, Front Office, and other departments.
• Follow up on guest requests and operational requirements with the relevant departments.
• Support the Outlet Manager in implementing new procedures, service improvements, and operational initiatives.
• Assist with VIP arrangements, special events, and other activities as required.
• Maintain good working relationships with colleagues and other departments.

8. Additional Responsibilities

• Supervise the daily operation of the outlet in the Outlet Manager's absence when assigned.
• Ensure that the team continues to follow all service and operational standards.
• Handle routine operational decisions within the assigned authority.
• Inform the Outlet Manager about any major issue that requires management attention.
• Ensure that all pending tasks are properly handed over to the Outlet Manager.
• Perform other duties as assigned by the Outlet Manager or Director of Food & Beverage.

• Food & Beverage certifications will be an advantage.
• Minimum 2–3 years of relevant experience in Food & Beverage operations, preferably in a five-star hotel.
• Previous experience in a supervisory role is preferred.
• Good English communication skills, both written and spoken.
• Basic knowledge of Microsoft Word, Excel, and PowerPoint.
• Knowledge of restaurant operations, POS systems, and food safety standards.
• Good communication and leadership skills.
• Ability to train, guide, and support team members.
• Good organizational skills and attention to detail.
• Ability to follow up on tasks and ensure they are completed on time.
• Ability to work under pressure and manage daily operational challenges.
• Positive attitude, self-motivation, and a strong focus on guest satisfaction.
• Must maintain a professional appearance and grooming standard at all times.

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