Assistant Outlet Manager

6 months ago

Melaka, Malaysia Hilton Full time

Assistant Outlet Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Assistant Outlet Manager assists the F&B Manager with the management of the Restaurant, in line with prescribed Hilton policies and procedures.

**What will I be doing?**

As the Assistant Outlet Manager, you will be responsible for performing the following tasks to the highest standards:

- 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 and focus 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 Outlet Manager.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
- Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department.
- Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members' performance against these standards.
- 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 (taking into consideration internal activities and occupancy and 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.
- Understand the situation in other departments and its implication for your own department.
- Planning ahead and ensuring adequate resources are available.
- Manage departmental operation and take 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, 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, providing and communicate clear direction to the team.
- Understand the goals of the hotel and the department's role in achieving it, communicating goals to the team.
- Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
- Assist the Outlet Manager with the preparation of events brochures.
- Identify, communicate and act on potential sales leads.
- Create an environment where “everyone sells”.
- Following company's control procedures, controlling 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 interview

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