· Oversee the day-to-day operations and ensure smooth daily operations of the outlet.
· Work closely with the Executive Director and Line Departments in the pursuit for continuous improvements in the service, products and menu items, promotions and to meet productivity and profitability KPIs set by the Management.
· Plan the weekly staff roster, rotate and schedule all staff for full coverage to maximize productivity.
· Manage the sales revenue and operating expenses of the outlet, in accordance with the budget, so as to ensure cost optimization and minimize wastage.
· Monitor the activities of competitors and constantly find ways to improve menu offering and customer experience, so as to grow the outlet’s revenue.
· To be actively involved in the advertising and marketing of the outlet, and to work closely with the JR Marketing and Banquet teams.
· Responsible for ensuring and maintaining high level of customer satisfaction and to attend to customer issues promptly.
· To provide excellent service standards at all times, and to ensure courteous and efficient food and beverage services to the customers. This includes but is not limited to the following:
- Managing, supervising and directing the prompt, efficient and friendly serving of all food and beverages.
- Assist servers, cashiers and host staff in their job duties when necessary.
- Acting as a liaison between kitchen and front of house employees / operations.
- Communicating effectively, giving clear direction, support, timely feedback and recognition of performance.
- Working quickly and independently to deal with customer complaints when necessary, ensuring proper follow-up with the relevant manager(s).
- Answer customers’ questions and provide information on procedures as well as policies.
- Be proactive and vigilant in service.
- Interact with customers in a pleasant and calm manner.
- Handle table reservations.
- Greet all customers by name warmly, with an appropriate greeting and direct customers to table.
- Keep updated on current menu (e.g. specialties, menu deviations, to be aware if kitchens staff are running out of items, etc.)
- To take orders – Present menu, suggest and recommend items appropriately, assist in drink selection, inform customers about food preparation details, and communicate specific customer needs to chefs.
- Maintain proper dining experience – Delivery items promptly, fulfill customer needs, clear tables, refill glasses, offer desserts and drinks, bid a fond farewell to customers, etc.
- To attend and respond to the customers’ needs promptly and professionally.
- To present bills to the customers, collect payment and give to the cashier, return change or credit card to the customers.
· To comply with grooming and appearance standards at all times.
- Adhere to grooming standards consistently.
- Always wear a smile.
- Maintain positive body posture (e.g. do not slouch).
· Review customer feedback forms / outlet logbook on operational issues to correct and implement measures for improvement in food, beverage and service standards.
- Identify relevant training required (e.g. product knowledge, up-selling, suggestive selling skills, etc.)
- Exercise effective staff management (i.e. staff hiring, termination, transfer, promotion) with approval from Management.
- Observe staff individual performance, grooming, punctuality and perform staff appraisals and disciplinary actions (if required).
· Manage the recruitment, training and management of staff, including conducting daily staff briefing and staff discipline.
· Work closely with the Kitchen Head Chef and the Kitchen team to ensure timely delivery of quality food.
· Ensure workplace cleanliness, and that the safety and food hygiene standards are met at all times.
· In charge of cash management of daily accounts, in liaison with the Accounts Department in the Head Office.
· Work closely with the respective outlet Management and Banqueting team.
