Outlet Manager

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Main Duties:

Administration

• To ensure that all departmental operation manuals are prepared and updated annually.
• To maintain the daily log book.
• To submit to Food and Beverage office the following: monthly outlet report, monthly objective review, trainer’s report and promotions analysis.
• To plan the outlet weekly roster and work schedules to ensure that the outlet is adequately staffed to handle the level of business.
• To maintain outlet communication board.
• To submit all guest / staff incident reports.
• To report “Lost & Found” items, and handle them in accordance to the Policy & Procedures.
• To attend weekly Food & Beverage meeting and daily operation meeting.
• To control requisitioning, storage and careful use of all operating equipment and supplies.

Customer Service

• Ensure that all employees establish a rapport with guests.  Handle all guest requests and enquiries on food, beverage and service.
• To be demanding and critical when it comes to service standards.
• To ensure that the outlet team projects a warm, professional and welcome image.

Financial

• To ensure that the monthly forecasted Food & Beverage revenue figures are achieved.
• To strictly adhere to the established operating expenses and ensure that all costs are controlled.
• To ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food & Beverage outlets.
• To participate in the formulation of the annual operating budget in determining outlet projected revenues and expenses, operating equipment and FF&E requirements in line with the compilation of the Annual Business Plan.
• To obtain and account for the correct settlement of all sales and be overall responsible for cashier / floats and their maintenance.
• To handle voiding, correcting, changing of restaurant, checks in accordance with the prescribed procedures and account for all checks used during each shift.
• To identify and correct any errors.

• To participate in the formulation of the annual marketing plan and implement effective sales and promotional activities to maximize revenues.
• To implement a consistent guest recognition program and maintain a relevant guest database.

Operational

• To ensure that the outlet is managed efficiently according to the established concept statement, providing a courteous, professional, efficient and flexible service at all times  following Novotel Standards
• To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned place of work to the standards set. 
• To assign responsibilities to subordinates and check their performance periodically.
• To be hands on manager and be present at all times in the restaurant, especially during busy periods.
• To implement flexible scheduling based on business patterns.
• To establish and strictly adhere to the par stocks for all operating equipment, supplies, inventoried items, and to ensure that the outlet is adequately equipped.
• To conduct monthly inventory checks on all operating equipment and supplies.
• To control the requisitioning, storage and careful use of all operating equipment and supplies.
• To conduct daily pre-shift briefings to employees on preparation, service and menu.
• To have a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend Food & Beverage combinations and up sell alternatives.
• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to the F&B manager if no immediate solution can be found and assure follow up with guests.
• To establish a rapport with guests maintaining good customer relationship.
• To ensure that the outlet cashiering procedures are strictly adhered to and that the cashiering system is updated and operated correctly

Personnel

• To identify training needs and plan training programs for the employees.
• To ensure that the outlet employees are adequately trained and have the necessary skills to perform their duties with maximum efficiency.
• To liaise and inform Food & Beverage department and Human Resources department of all training sessions.
• To fully support the departmental trainers function in the department assigned, develop department trainers and assign training responsibilities.
• To assist in the training of Food & Beverage cashiers ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
• To ensure that all employees provide a courteous and professional service at all times.
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the department’ operations manual.
• To conduct staff yearly performance appraisal.
• To ensure that all employees maintain a high standard of personal appearance and hygiene at all times.
• To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• To ensure that all employees have a complete understanding of and adhere to the hotel’s employee rules & regulations.
• To ensure that all employees have a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety.

Other Duties

• To carry out bi-yearly, yearly inventory of operating equipment as well as conducting monthly par stock checks.
• To plan and organize festive food promotions within the outlet.
• .To carry out any other reasonable duties and responsibilities as assigned.

• To liaise and organize with Housekeeping department that the established cleaning schedules are strictly adhered to.

• To coordinate all repair and maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet

Occupational Health & Safety

• To ensure that all employees have a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety

Employee Responsibility

All employees to safeguard their health and safety, and the health and safety of others, in the workplace. 

Replacement and Temporary Mission:

Be ready and responsible for any job, which may be assigned by the Management.

Knowledge and Experience

• Diploma/Degree in Hospitality Management/Food & Beverage preferred
• Additional certification(s) in Food & Beverage will be an advantage
• Minimum 2 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Working knowledge of MS Excel, Word, & PowerPoint

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Service oriented with an eye for details
• Ability to work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times