Restaurant Supervisor

Job title : Restaurant Supervisor

Department       : Yellow Fin Horse (Front of House)

Report to : Restaurant Manager

About Us:

Locally rooted but globally connected, the Else brand is conceptualised as a modern-day sanctuary and a platform for well-heeled travellers to discover and appreciate the local culture, complemented with word-class service and execution.

Located in the centre of Kuala Lumpur's creative-cultural core, the Else mind-set is about taking a distinct and differentiated approach to hospitality, one where every experience is personalised, thoughtfully crafted, and delivered with sincerity by an incredibly capable team.

Position Summary:

As Restaurant Supervisor, you are responsible for supervising day-to-day operations of the Restaurant, Bar and Pool in absent of Restaurant Manager. You are accountable to assist Restaurant Manager in ensuring all staff adhere to Else standards.

Duties & Responsibilities:

• Providing excellent wait service to ensure guests satisfaction.
• Communicate guest orders including any special needs or requests to the bartender/ kitchen using the hotel's point-of-sales system; check completed orders with the guest's original order; transport items to the guest table in a timely manner.
• Making menu recommendations, answering questions, and sharing additional information with restaurant patrons. It is expected that you master your product knowledge with food and beverages (e.g. portions size, ingredients, preparations methods and potential food allergies)
• Greeting all guests with a warm smile and escorting customers to their tables
• Prepare tables by setting up linens, silverware, and glasses to the restaurant's standard
• Offer menu recommendations upon request, Inform customers about the day's specials.
• Up-sell additional products when appropriate.
• Take accurate food and drinks orders, and keying it in properly using the POS ordering software.
• Check customers' IDs to ensure they meet minimum age requirements for the consumption of alcoholic beverages and adhering to
• Communicate special order details to the kitchen and serve food and drink orders accordingly.
• Check dishes and kitchenware for cleanliness and presentation and report any problems.
• Arrange table settings and maintain a tidy dining area and to ensure all are in good conditions.
• Follow all operational checklists diligently and communicate to management when you are not able to complete the checklists in the allocated time.
• Carry dirty plates, glasses, and silverware to the stewarding area for cleaning, and follow proper "dolly system" to neatly stack plates to avoid breakage.
• Participate in daily briefings to review daily specials, changes on the menu and service specifications for reservations (e.g. parties)
• Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests.
• Deliver checks and collect bill payments while properly and accurately closing guest checks; process cash and credit card payments; properly settle voided checks or complimentary items.
• Breakdown, clean and set-up of tables and drink stations.
• Work harmoniously and professionally with co-workers and supervisors.
• To directly implement and maintain the standards of service quality pertaining to his / her area of responsibility by providing the best possible service to our guests.
• To directly give maximum care to the maintenance of the physical assets of the outlets within his/her responsibility to keep them in the best possible functional state.
• Checks schedule and ensures punctuality at work.
• Ensures that service / items are prepared according to hotel minimum standards and standard procedures.
• Checks cleanliness of the restaurant prior to and after service.
• The ability to intervene with a potentially intoxicated guests in the bar, taking steps to de-escalate a potentially awkward situation. Always be discreet to avoid embarrassment and stop intoxicated guests before the situation gets out of control.
• Assist with the stocking of bar inventory.
• Stocking paper and bar supplies.
• Attend all trainings when prompted by management.
• Assist with the cleaning of operational areas.
• Actively represent and upkeep the restaurant brand.
• To maintain professional language, behaviour and appearance that reflects brand standards.
• To give maximum care to the maintenance of the physical assets of the restaurant within his/her responsibility, and to keep them in the best possible functioning state.
• Develop and maintain positive working relationships with others.
• Support team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• Help troubleshoot any service issues that may arise and always inform the manager of these issues.
• Constantly keep oneself up to date with industry knowledge and proactively try to improve one's work-related skills.
• Identify and ensure oneself and fellow colleagues utilise available learning & development resources to develop skills and perform their job efficiently and effectively.
• Delegate duties as required to ensure the efficient functioning of the department and maintain effective follow up on those duties.
• To maintain professional language, behaviour and appearance that reflects brand standards.
• Serve as a role model.
• Complete all Server/Bartender/Captain duties whenever necessary.
• Assist in the closing reports and make sure they are done accurately and timely
• Ensure briefings are done on time before all service periods (Breakfast, Lunch/Brunch, Dinner)
• Lead the team in driving revenue with upselling and ensuring a great guest experience
• Ensure the teams has a high-level product knowledge (e.g. food, beverages, events, etc)
• Ensure the team is ready for service on time with the correct tools and uniform according to standard
• Generally responsible for all the business operations of the restaurant.
• Resolving customer complaints regarding food/beverage quality and service and making sure the business complies with health and food safety regulations. All complaints must be recorded and communicated to the Restaurant Manager
• The ability to intervene with a potentially intoxicated guests in the bar, taking steps to de-escalate a potentially awkward situation. Always be discreet to avoid embarrassment and stop intoxicated guests before the situation gets out of control.
• Work harmoniously and professionally with co-workers and supervisors. It's important to create a positive working environment for the team and find support from the management when needed to staff issues arise. Listen and respond appropriately to the concerns of other employees.
• Be main point of contact for guest requests.
• Manage guest expectations and handle any out-of-ordinary requests.
• Actively represent and upkeep the restaurant brand.
• Assisting management in service team training (e.g. restaurant standards, service sequence, customer service, etc)
• Monitor the performance of outlet service staff. Supervision duties include delegating responsibilities, scheduling, coaching and correcting, training and mentoring of staff.
• Maintain restaurant inventory, cleanliness, food rotation and menu consistency.
• Support team to reach common goals.
• Delegate duties as required to ensure the efficient functioning of the department and maintain effective follow up on those duties.
• Lead all the team members to ensure they complete the weekly side duties that have been assigned to them.
• Oversee reception organization and execution is up to standard (e.g. table set up, pre-orders, email inquiries, minimum spending, corkage, call lateness, guest request, etc).
• Ensure IRD & Pool orders are sent to guests in a timely manner.
• Assist the Restaurant Manager & Lead Supervisor in any weekly/monthly reports or tasks whenever assigned

Desired Qualifications:

• Minimum 1 year food service or related work,
• Previous supervisory or lead experience is preferred
• High School education (SPM/STPM) or equivalent experience.