Assistant Experience Manager

Under the general supervision of the Restaurant Operations Manager, the Assistant Experience Manager will oversee all aspects related to enhancing our guests' experience from their first point of contact. The role requires a detail-oriented, proactive leader who will manage our diverse channels of communication, streamline the booking process, and ensure excellent service standards are met throughout our establishment.

THE JOBSCOPE
- Lead, train, and motivate the team, including the host/hostess, head hostess, assistant hostess, assistant experience manager, and support personnel.
- Assist in developing and implementing formal training plans.
- Create and manage training schedules, taking into consideration peak hours and staffing requirements.
- Organize and conduct staff meetings and training sessions to enhance skills and knowledge.
- Maintain a customer-centric approach by interacting with guests, addressing concerns, and ensuring high levels of satisfaction.
- Resolve customer complaints and challenges faced during the operation in a timely and professional manner, striving to exceed customer expectations, and ensuring positive resolutions.
- Collaborate with kitchen staff to ensure seamless coordination between front-of-house and back-of-house operations.
- Work side by side with the Hostess, Head Hostess and assistant Experience Manager to optimize the seating capacity and service flow to ensure the best experience for our guest.
- Monitor inventory levels of stationery, gift box, umbrellas, menus, momentums (short version of the menu.)
- Maintaining adequate stock levels while minimizing waste.
- Monitor and contribute ideas for upselling and how promotional activities are communicated with guest and potential guest.
- Coordinate and manage special events, parties, and private bookings, ensuring all arrangements meet guest expectations.
- Coordinate with marketing team, procurement team, IT team, and financial team any activity that require their assistance to ensure a flowless operation in the best interest of our guest experience.
- Be able to assist other fields (wine lounge, main dining room, test kitchen, PDR) when requested by the restaurant manager to deliver the best experience to our guests (this involves assisting in taking guest orders, clearing tables, serving food and beverages, etc.)

**REQUIREMENTS**:

- Proven experience (3 years) as an experience manager or similar role in the hospitality industry.
- Strong leadership and interpersonal skills, with the ability to effectively communicate and motivate the team.
- Exceptional customer skills, with a passion for exceeding guest expectations.
- Organizational and multitasking abilities, capable of managing various tasks simultaneously.
- Knowledge of POS and seven rooms systems and basic financial principles.
- Flexibility to work in a fast-paced, high-pressure environment, including evenings, weekends, and holidays.
- Must have strong knowledge of food and beverage service in fine dining environment.
- Adequate English written and spoken skills are a most to have.
- Sufficient manual dexterity in hands in to fulfill position requirements.
- Ability to read, speak and understand the English language in order to communicate with the guests and take orders.
- Ability to remember, recite and promote the variety of menu items and sequence of service “ritual”.
- Ability to work standing and work in confined spaces for long periods of time.
- Conversational French would be an advantage but not mandatory.

QUALIFICATIONS
- A degree in Hospitality Management or related field is preferred but not mandatory.

Pay: RM5,000.00 - RM6,000.00 per month