The Scope:
A Restaurant Manager is responsible for day-to-day F&B events and activities, accountable for supervising daily operations, energizing day to day sales, maintaining quality service standards and cost control, labour costs, adhering to all governmental regulations. Oversee and be responsible for staff development and training, revenue generation and cost control.
Job Responsibilities:
· Maintain a high customer service focus by approaching your job with the customers always in mind.
· Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues
· Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel
· Actively promote the services and facilities of the hotel to guests and suppliers of the hotel
· Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
· Responsible for appropriate rostering, achieving wage restraint and timesheet accuracy, maintaining supervision of the area of breakages and wastage with regards to proper documentation; training, updating of computer procedures and follow up of any discrepancies
· Create an environment where everyone in the department is focused on “creating that special experience” to deliver exceptional customer service
· Actively seek verbal feedback from customers and team members at each service period
· Agree on and implement actions to make improvements to customer service
· Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Food & Beverage Manager
· Maximising profitability of the other outlet through effective rostering, stocktaking and control and loss minimisation
· Make sure all customers’ requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day
· Be available to assist on duty in the restaurant and bars during any busy days or special events.
· Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask
· Ensure all standards for service delivery as identified in the Standard Operating Procedures Manual are consistently delivered throughout the department
· Ensure that training on departmental standards is regularly conducted
· Monitor standards through regular standards review checks
· Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service
· Implement and follow-through with improvements identified
· Plan, prioritize, organize and control the day-to-day operation.
· Communicate effectively with the Front Office and Groups & Tours teams to maximize inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
· Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
· Plan ahead and ensure adequate resources are available.
· Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
· Ensure that the shift is reviewed, and handovers and briefings are carried out.
· Establish good communication with the Kitchen team.
· Maintain event and function histories to assist with returning events.
· Participate in future menu changes with the Food & Beverage Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements.
· Attend and participate in regular F&B operational and roster meetings.
· Understand the goals of the hotel and the department’s role in achieving it, communicating goals and clear direction to the team.
