Assistant Outlet Manager

21 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hilton Kuala Lumpur Full time

Assistant Outlet Manager

Hilton is a leading global hospitality company, offering a wide range of opportunities to make a difference in the lives of our guests and team members. As an Assistant Outlet Manager, you will play a key role in delivering exceptional customer service and contributing to the success of our hotel.

About the Role

The Assistant Outlet Manager assists the Outlet Manager in the management of the restaurant, ensuring that all aspects of the operation run smoothly and efficiently. This includes maintaining high customer service standards, managing staff, and contributing to the development of new ideas and initiatives.

Key Responsibilities
  • Maintain a high customer service focus, always putting the needs of our guests first.
  • Take personal responsibility for resolving issues and communicating clearly with customers and colleagues.
  • Contribute ideas and suggestions to enhance operational and environmental procedures in the hotel.
  • Actively promote the services and facilities of Hilton hotels to guests and suppliers.
  • 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 delivering 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.
  • Make sure all customer requests and queries are responded to promptly and effectively.
  • Be proactive towards guests, assisting them with any reasonable requests.
  • Ensure that all standards for service delivery are consistently delivered throughout the department.
  • Have detailed knowledge of all departmental standards and explain them to team members and managers.
  • Ensure that training on departmental standards is regularly conducted in the outlets.
  • Monitor standards through regular standards review checks.
  • Prepare rosters and job 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.
  • Understand the situation in other departments and its implications for your own department.
  • Plan ahead and ensure adequate resources are available.
  • Manage departmental operations and take action where necessary to ensure they run smoothly.
  • Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
  • Ensure that the shift is reviewed, handovers and briefings are carried out.
  • Maintain in-depth technical knowledge and skills required for the job.
  • Maintain event and function histories to assist with returning events.
  • Establish good communication with the Kitchen team and provide clear direction to the team.
  • Understand the goals of the hotel and the department's role in achieving them.
  • Keep the team up to date about departmental, hotel and company activities.
  • Assist the Outlet Manager with the preparation of events brochures.
  • Identify, communicate and act on potential sales leads.
  • Create an environment where "everyone sells".
  • Follow company control procedures to control costs without compromising standards.
  • Analyze and explain any financial variance against plan.
  • Set-up and maintain the leave plans for the department.
  • Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
  • Understand the quantity and quality of people needed to operate the department.
  • Assist with carrying out selection interviews and making effective recruitment decisions.
  • Ensure that new recruits have all relevant information before commencing employment.
  • Assist with planning and ensuring departmental orientation is carried out.
  • Ensure that the Orientation Training Manual for each outlet is kept up to date.
  • Ensure that standards trainings and assessments are carried out.
  • Ensure the health, safety and wellbeing of customers and all team members.
  • Understand relevant OH&S legislations and their implications on the operation of the department.
  • Ensure that safe and healthy working practices are implemented at all times.
  • Carry out any other reasonable duties and responsibilities as assigned.
Requirements
  • 2-4 years in a managerial position in a 4/5-star category hotel.
  • Good English skills, both written and verbal to meet business needs.
  • Familiar with computer systems.
  • Motivated and committed, approaching all tasks with enthusiasm and a willingness to learn.
  • Flexible and responsive to changing requirements.
  • Maintain high team focus by showing cooperation and support to colleagues.
  • Strong leadership, people management and training skills.
  • Guest-oriented and able to confidently build and exceed service standards.
  • Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
  • Strong interpersonal skills and attention to details.
  • Key strengths in people management, communication and planning.
  • Show commitment and ability to develop as an Outlet Manager in your next role.
  • Outgoing personality and willingness to work for long hours.
About Hilton

Hilton is a leading global hospitality company, offering a wide range of opportunities to make a difference in the lives of our guests and team members. Our vision is to fill the earth with the light and warmth of hospitality, and we are committed to delivering exceptional guest experiences across our global brands.

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