Team development and management
- Responsible for all aspects of Front-of-House operations at the outlet, including the supervision of the restaurant management team, service, bar, and hostess teams, in carrying out their roles and responsibilities.
- Work closely with the Executive Chef and Back-of-House team in ensuring smooth service. Always maintain robust communications between both teams, including attending weekly meetings and regular follow-ups
- Recruit, interview and hire all Front-of-House employees.
- Ensure Front-of-House team’s participant and engagement in CSR and sustainability activities
- Develop, train, and promote employees with potential to grow within the outlet, or Marina Bay Sands
- Ensure adherence to polices and procedures outlined in Employees’ Handbook and training materials
Customer service and guest satisfaction
- Uphold stringent customer service standards upheld by Marina Bay Sands and to propose improvement plans to mitigate shortfalls
- Review customer service standards audit with the Operations Evaluation & Analysis team and implement corrective action plans to improve overall customer journey and experience
- Build and cultivate relationships with VIPs, with a focus on Casino guests/hosts, and guests with a high propensity to spend
- Monitor guest reactions and confer frequently with service staff or captains to ensure guest satisfaction.
- Investigate and resolve guest complaints in a prompt and professional manner. Ensure proper documentation are in place for follow-up and have a structured plan in place to reduce similar complaint in the future.
- Constantly monitor and drive initiatives to drive ranking on various platforms, such as TripAdvisor, Google Reviews
- Understand the competitive landscape and benchmark outlet performance against renowned platforms and rating agencies, such as Forbes and Michelin Guide
- Ensure that the guests’ profile in the customer database is updated with the latest information and all staff on service are aware of guests’ preferences and needs.
Marketing promotions and menu review
- Work closely with the Executive Chef to curate, launch and track success of a year-long roster of promotional menu/items in line with property-wide campaign and/or with corporate initiatives.
- Conduct regular reviews of menu and promotions (including pricing, drink pairings, taste, feedback from guests, etc) with the Executive Chef, to constantly push for, and deliver a dining experience that is best in class.
- Develop and execute a marketing strategy with the MBS Marketing Team to drive higher foot traffic and PR mileage for the restaurant. Take the initiative to monitor all marketing and social media channels and analyze the return of investment (“ROI”) of marketing campaigns.
Workplace safety and health
- Create a safe and clean working environment by emphasizing importance of workplace safety and hygiene, and ensuring employees are sufficiently trained on such aspects.
- Perform weekly Front-of-House inspections, where needed, to follow up on critical repairs and addition & alteration works, in collaboration with Facilities.
Financial performance and accounting responsibilities
- Work closely and lead restaurant management team to increase outlet’s productivity and efficiency. Review operating results with the restaurant management team and present monthly P&L results with MBS management team.
- Prepare and be held accountable for outlet’s budget, forecasts, and CAPEX requirements.
- Ensure all cashiering procedures are processed in compliance with accounting standards and in a timely manner.
JOB REQUIREMENTS
Experience
- Minimum 8-10 years’ experience in a renowned restaurant group, luxury hotel chain, high-end Chinese restaurant.
- Minimum 2 years' experience in Michelin Star and/or Black Pearl Diamond accredited establishments.
Other prerequisite
- Possess a comprehensive set of F&B service and operations skills and a focus on VIP customer service.
- Enjoys problem solving and able to think outside-the-box in difficult situations.
- Team oriented approach to management with a mindset of open communications.
- Capable of building and managing relationships with multiple departments as well as key customers.
- Administration knowledge of F&B operations and quality management
- Proficient in Microsoft Office programs.
- Have a well-groomed, professional appearance
