- Operational positioning working in the outlet 55-60 hours a week during service. Leading, driving and inspiring the whole team through clear and open communication with set working targets for all Managers and leading by example.
- Working in tandem with all Managers and Supervisors, responsible and accountable for all Outlet operations and communications between FOH and BOH.
- Managing all repairs and maintenance adhering to budgets and timelines.
- Manage all staff transport with scheduling and ensuring we have the most efficient and cost effective program.
- Schedule and oversee Stocktakes; Kitchen, Bar Inventory, Merchandise and manage any discrepancies/ issues.
- Developing a close and strong working relationship with Sentosa Development Corporation, Sentosa Golf Club, CDL and their operations team.
- Open communication with Executive Chef and kitchens team, schedule all meetings and be the bridge between BOH and FOH on a weekly basis, all meetings updated weekly in WIP.
- Schedule monthly meetings with Outlet Manager, Senior Managers and Managing Director and update all WIPS.
- Assist in hiring of all frontline restaurant staff ie. Managers, Assistant Managers, Supervisors, Bartenders, Captains etc.
- Managing all On-boarding; assist in the induction and development of all staff; orientation, first 3 month checklist, on the job training, career mapping and defining team culture.
- Manage Compliance; OH&S, Licensing, MOM, SFA, security and intoxication.
- Spearhead Google 5 Star/ Seven Rooms reviews and positive reviews across all portals and encourage all staff to acquire
- Conflict Management, take lead in all conflict resolution on and off site with disgruntled customers or staff following SOPs in regards to service recovery and government agencies as set by Managing Director.
- Lead service recoveries with instant and open communication and minimise brand depreciation.
- Respond to big spenders and VIP’s with personal thank you email and reservation link for future bookings.
- Oversee Marketing accounts within budgets set by Managing Director.
- Manage CRM ensuring it is updated regularly by GRM and Management team and used to its optimum to maximise guest experience and increase sales.
- Rostering; liaising with Outlet Manager for weekly rostering of all FOH within budgets (32% wage bill) and managing all leave entitlements for the entire team.
- Plan ahead with events and look at opportunities to increase revenue and/or cut costs where possible.
- COGS; 25% beverage cost, 1% wastage, 1% Stocktake variance, 28% Food COGS, Wages 32%
- Training; Develop quarterly training schedule for all FOH staff, this will consist of all SOPS and SOS for Panamericana so training is offered twice a week; Monday and Thursday at 4pm.
- Design weekly, monthly quizzes for all staff to monitor knowledge and star performers.
- Maintaining the highest levels of food quality, drinks level and service standards – Always.
- Working in tandem with Head of Marketing to communicate and assist with upcoming events and co-ordinate and communicate with FOH and BOH teams on all operational matters.
- Working in tandem with Events Manager to communicate and assist with upcoming events and co-ordinate and communicate with FOH and BOH teams on all operational matters.
- Creative; Assist with branding and design team to maintain consistent brand identity.
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