Assistant Outlet Manager

Job Description - Assistant Outlet Manager (HOT0B1Y9)

Job Number:

Assistant Outlet Manager (HOT0B1Y9)

Work Locations:

Double Tree by Hilton Damai Laut, Jalan Damai Laut, Off, Jalan Teluk Senangin, 32200 Lumut, Negeri Perak, Damai Laut 32200

The Assistant Outlet Manager assists the Outlet 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:

1. Maintain a high customer service focus by approaching your job with the customers always in mind.
2. Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
3. Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
4. Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
5. Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
6. Create an environment where everyone in the department focuses on “creating that special experience” to deliver exceptional customer service.
7. Actively seek verbal feedback from customers and team members at each service period.
8. Agree on and implement actions to make improvements to customer service.
9. Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Outlet Manager.
10. Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
11. Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask.
12. Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
13. Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members’ performance against these standards.
14. Ensure that training on departmental standards is regularly conducted in the outlets.
15. Monitor standards through regular standards review checks.
16. Prepare rosters and job schedules for team members to meet business needs.
17. Communicate effectively with the Front Office and Groups & Tours teams to maximize in-house and group business for the restaurant.
18. Understand the situation in other departments and its implication for your own department.
19. Plan ahead and ensure adequate resources are available.
20. Manage departmental operation and take action where necessary to ensure it runs smoothly.
21. Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
22. Ensure that the shift is reviewed, handovers and briefings are carried out.
23. Maintain in-depth technical knowledge and skills required for the job.
24. Maintain event and function histories to assist with returning events.
25. Establish good communication with the Kitchen team, providing and communicating clear direction to the team.
26. Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
27. Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos.
28. Assist the Outlet Manager with the preparation of events brochures.
29. Identify, communicate and act on potential sales leads.
30. Create an environment where “everyone sells”.
31. Following company’s control procedures, controlling costs without compromising standards.
32. Analyze and explain any financial variance against plan.
33. Set-up and maintain the leave plans for the department.
34. Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
35. Ensure that new recruits have all relevant information before commencing employment.
36. Assist with planning and ensuring departmental orientation is carried out.
37. Ensure that standards trainings and assessments are carried out.
38. Ensure the health, safety and wellbeing of customers and all team members.
39. Understand relevant OH&S legislations and their implications on the operation of the department.
40. Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

An Assistant Outlet Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

1. 2-4 years in a managerial position in a 4 / 5-star category hotel.
2. Good English skills, both written and verbal to meet business needs.
3. Familiar with computer systems.
4. Motivated and committed, approaching all tasks with enthusiasm.
5. Flexible and responds quickly and positively to changing requirements.
6. Maintain high team focus by showing cooperation and support to colleagues.
7. Strong leadership, people management and training skills.
8. Guest oriented and able to confidently build and exceed service standards.
9. Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accounting.
10. Strong interpersonal skills and attention to details.
11. Key strengths in people management communication and planning.
12. Outgoing personality and willing to work for long hours.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.