Report to: Restaurant Manager / F&B Manager
Scope of Work: Supervises outlet team in all aspects of the department and ensure service standards are followed, maximize revenues by upselling and following budget guidelines, handles guest concerns, reacting quickly and professionally.
Key Responsibilities:
Operational:
- Ensured proper process of bills and charges for outlet guests
- Report and explains any discrepancies in outlet checks, daily transactions, and reports
- Conducts daily pre-shift briefings to employees on preparation, service and menu
- Provides professional, friendly and engaging service.
- Supervise outlet team in all aspects of the department and ensure service standards are followed
- Maximizes revenues by upselling and following budget guidelines
- Handled guest concerns, reacting quickly and professionally
- Balances operational and colleague needs
- Have full knowledge of all menus and food promotions
- Ensures colleagues have full knowledge of all menu items, garnishes, contents and preparation methods being served in the outlet
- Follow all safety and sanitation policies when handling food and beverage
Customer Service:
- Establish rapport with guests, maintaining good customer relationships and handle all guest complaints, requests, and enquiries on food and beverage and service
- Verifies that guests are receiving the best possible service
- Interact with guests to ensure their satisfaction, promote services and facilities of the Jim Thompson complex in all positive ways
- Listens to guests’ feedback to improve services.
- Liaises with department concerned to see that customer’s needs are met and satisfied.
Financial:
- Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the Division.
- Directs subordinates to ensure productivity meets standards given in accordance with Company Design Standards and Criteria and Food and Beverage Operations Manual.
- Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
- In charges of sales and performance of respective outlet, ensures that goals and profits are met.
- Ensure that prescribed cash-handling procedures are followed.
Administration:
- Assists with development and maintenance of a detailed Operations Manual that reflects policies and procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.
- Prepares outlet yearly marketing plan which is part of annual Food and Beverage Business Plan.
- Prepares and updates outlet budget, in close cooperation with Director of Food and Beverage.
- Plays significant role in planning and forecasting future business for an outlet
- Monitors and analyses activities and trends of competitive restaurants and bars.
People Management:
- Supervises employees in the performance of their duties in accordance with policies and procedures and applicable laws
- Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety is maintained
- Supports training activities focused on improving skills, knowledge and attitude
- Ensures employees have a complete understanding of rules and regulations, and that behavior complies
- Monitors employee morale and provide mechanisms for performance feedback and development
- Conducts annual performance appraisals providing rational feedback
- Communicates guiding principles and core values to all levels of employees
- Ensures employees provide a courteous and professional service at all times
General:
- Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in Employee Handbook and hotels policies concerning fire, hygiene, health and safety.
- Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
- Takes an active involvement in welfare, safety, development and well-being of employees providing advice, counselling and truthful, diplomatic feedback
- Ensures high standards of personal presentation and grooming
- Exercises responsible management and behavior at all times and positively representing hotel management team.
- Attends and contributes to all meetings and trainings as required
- Plans and conducts department monthly meetings
- Maintains positive colleague interactions with good working relationships.
Apply by email: recruit@jimthompson.com
Tel. 02-700-2000 ext. 2919, 2908
