Catering and Hospitality Manager

2 months ago

Kuala Lumpur, Malaysia THE HOUSE OF TASTE SDN BHD Full time

Position Overview:
As a Catering and Hospitality Manager, you will assume full responsibility for overseeing the cafeteria of an international bank. Your role involves leading, managing, organizing, coordinating, and promoting various activities with a primary focus on delivering an exceptional customer experience. The position requires strong leadership, customer service skills, problem-solving capabilities, effective communication, organizational skills and administrative skills.

Responsibility and Accountability:
1. Operational Excellence and Leadership:

- Oversee the smooth operation of the cafeteria's food service
- Lead the team to deliver high-quality service, ensuring exceptional customer experiences.
- Foster a positive work environment that encourages teamwork, collaboration, and individual growth.
- Implement, enforce, monitor and feedback regarding company policies, standards, and procedures to maintain operational excellence.
- Take accountability for maintaining operational excellence in all facets of cafeteria management.
- Develop and implement strategies to streamline operations and enhance overall efficiency.

2. Customer Engagement:

- Build strong relationships with users/customers and clients, understanding their preferences and needs.
- Champion a customer-centric approach, addressing feedback and complaints promptly and effectively.
- Strategize and implement initiatives to enhance customer satisfaction and loyalty.

3. Food Safety and Compliance:

- Ensure strict adherence to House of Taste and the client’s food safety standards, hygiene regulations, and compliance with health regulations.
- Conduct regular inspections and audits to maintain high cleanliness and safety standards.

4. Cost Management:

- Manage costs effectively, including labor cost, purchasing and inventory control.
- Implement measures to optimize operational efficiency and reduce wastage.

5. Team Leadership:

- Lead, manage, motivate and supervise the cafeteria team, including Front of House (FoH) staff, kitchen staff, 3 party contractors and support personnel.
- Provide guidance and support to team members, fostering a culture of continuous improvement and professional growth.

6. Training:

- Deliver training programs to team members within the business unit, ensuring that all aspects of the role are covered.
- Develop and implement effective training strategies to enhance the skills and knowledge of the team members, contributing to overall performance improvement.
- Maintain accurate and up-to-date training records for all team members in the business unit.
- Regularly review and update training documentation, including attendance records, performance assessments, and skill development plans.
- Ensure compliance with training requirements and assist in audits by providing detailed and organized training records.

7. Communication and Collaboration:

- Collaborate with marketing team for new products, promotions, community engagement activities to drive business growth and increase user satisfaction rates.
- Collaborate with finance, human resource, marketing and QHSE to ensure accurate submission in timely manner.
- Communicate effectively with all stakeholders, ensuring a cohesive and coordinated approach.
- Communicate effectively with relevant stakeholders to ensure the billing and collections are done accurately and timely.

8. Reporting and Analysis:

- Generate regular reports including key performance indicators, key financial indicators, operational metrics, asset listings, etc.
- Analyze sales data, trends, and customer feedback to identify opportunities for improvement.
- Generate and present the Monthly Client’s Report (MCR) accurately and in a timely manner.

9. Customer Relation and Retention:

- Maintain strong customer relationships within the business unit.
- Provide efficient problem solving to address the operations issues effectively.
- Implement strategies to enhance customer satisfaction, address concerns, and ensure a positive overall experience, fostering long-term loyalty.
- Analyze customer feedback and market trends to identify areas for improvement.
- Implement initiatives that enhance customer loyalty, engagement, and overall retention, contributing to the sustained success of the business unit.

Qualifications:

- Bachelor's degree/diploma in hospitality management, food service management or bachelor's degree/diploma in other faculties with prior work experience in a similar sector.
- At least 3 years working experience in the hospitality industry.
- Strong leadership and team management skills.
- Knowledge of food safety and hygiene standards.
- Excellent communication and customer service skills.
- Ability to handle multiple tasks and work well under pressure.
- Analytical mindset to analyze data and make informed decisions.
- Attention to detail and commitment to service excellence.
- Accountability and responsibility for the smooth and efficient operation of the cafeter

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