The restaurant general manager is the “face” and ambassador of the restaurant, leading the venue personality and soul. The restaurant general manager is responsible for supervising the overall operations and service standards of the outlet to meet and exceed guest’s dining experience expectations.
The main responsibilities include, but are not limited to, creating a Food & Beverage destination within Raffles Hotel Singapore, maximizing revenues, achieving financial and quality targets, gaining culinary and service awards, marketing, confirming required staffing levels, conducting training and development of team members.
Primary Responsibilities
Requirements and Responsibilities
- Previous relevant experience with managing of a restaurant of similar standing and profile.
- Ability to work independently and with minimal supervision.
- Highly organised with strong analytic and communication skills.
- Excellent computer skills (incl. Microsoft Excel in a business environment) and ability to learn new programs/systems quickly.
- Ability to work under pressure and remain within all set deadlines.
- Identifies what needs to be completed and takes action to achieve a standard of excellence beyond job expectations.
- Understands, embraces, and integrates corporate values into everyday duties and responsibilities.
- Identifies and responds to current and future client needs by providing excellent, genuine service to internal and external customers.
- Executes project management including research of equipment, materials, supplies and methods, sourcing and negotiating with qualified suppliers or contractors, reviewing contracts, and quality control during all stages of the project.
- Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside and outside the organization.
- Maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards and goals.
- Listens, writes, and speaks effectively, and positively relates and interacts with co-workers and others.
- Makes choices or reaches conclusions by establishing objectives, gathering relevant information, identifying alternatives, setting criteria for the decision, and selecting the best option.
- Systematically develops plans, prioritizes, organizes and manages resources in order to accomplish business goals within a specific time period.
- Able to establish, review and adjust sequence of service if necessary.
- Prepares training manual and conduct departmental service training in coordination with Learning and Development Manager.
- Develops pre-opening training schedule in coordination with Learning and Development Manager.
- Establishes colleague’s working schedule in line with operational requirements and regulations issued by Ministry of Manpower and local union.
- Reviews simulation processes and update evaluation criteria for smooth opening.
- Creates simulation schedule, menus and critique form in coordination with Chef de Cuisine.
- Establishes operating par stock for OS&E and beverage.
- Establishes menu pricing based on market knowledge and cost considerations.
- Creates restaurant Standard Operating Procedures.
- Creates bar recipe in Material Control.
- Establishes minimum/maximum for guest supplies.
- Creates a maintenance equipment check list to be conducted on weekly basis with Engineering and Housekeeping team.
- Establishes a monthly walk-through with Hygiene Officer in coordination with Chef de Cuisine.
Oversees Daily Operations and Achieving Targets
- Forecasts sales, covers and payroll costs.
- Supervises operation, ensuring sufficient manning coverage for operations.
- Assigns the Assistant Manager, Junior Assistant Manager and Supervisors with responsibilities and tasks that they are best suited for.
- Ensures that all duties, tasks and services are carried out according to the required standards as prescribed by the hotel.
- Consistently adheres to timeline of deliverables.
- Maintains consistency in quality of food, beverage and service above all else.
- Attends briefings and meetings held by the department and update all latest policies as needed.
- Possesses in depth and supervise knowledge of all food and beverage menus and its preparations and presentations. This includes in depth and supervise knowledge of bar and wine operations.
- Detailed knowledge and experience in establishing, training and executing sales techniques and marketing plans.
- Ensures cleanliness and appearance of the restaurant and related areas at all times and take immediate action if needed or required.
- Familiarises self with the company’s applicable processes, software and technologies (e.g. Micros, Avero, Material Control, etc.).
- Consistently present in the operation area during all key meal periods.
Provides a Leading and Consistent Guest Experience
- Promotes sales through direct guests’ contact. Constantly obtains customer feedback during operations to ensure satisfaction and building loyal following/return customer base.
- Handles guests’ complaint and comments competently and swiftly.
- Leads the service and culinary team to personalize guest experience and in accordance to Hotel Standards.
- Builds strong relationships with local guests and build loyal following as foundation for a successful operation.
- Maintains levels of confidentiality and discretion of the guest, staff, operator at all times.
Management and Leadership of Outlet
- Is a mentor and role model.
- Proactive, innovative with in depth F&B and market knowledge.
- Executes hands-on leadership by actively engaging in colleague support and guest service during all major meal periods.
- Leads and supports the team to be consistent in service standards, to be collaborative and enabling leadership style. Provide regular team meeting for training and arranges examinations for the staff to achieve higher standards and skills.
- Drives the team to achieve common goals and build a strong team work.
- Uses the performance review process to identify and develop talent for growth management performance issues and uses coaching styles.
- Be culturally affinity and show empathy to all team members.
- Coaches and trains staff to prepare them for the next level within 14 – 24 months.
- Reviews the work performance of all colleagues to make sure that established procedures and policies are followed.
- Enforces and upholds highest standards in discipline and knowledge of the contents in disciplinary actions. To actively enforce colleague motivation and team building.
- Observes colleague’s individual performance, grooming, punctuality.
- Performs staff appraisals/disciplinary actions if required.
- Provides a level of Safety and Security for guests and employees.
- Assists in recruitment, induct and train the team who are competent and confident.
- Ensures grooming and hygiene practices of colleagues are in line with Raffles Hotel Singapore and National Environmental Agency standards.
- Attends daily meetings and all other meetings, which fall under his/her jurisdiction, follows directives given and advises Assistant Director of F&B on topics of importance.
- Attends monthly departmental meeting and communicates with the team. Follow up on projects assigned if any.
- Checks daily opening and closing duties.
Marketing Plan and Revenue Management
- To be knowledgeable to represent the brand and promote the outlet. To be comfortable being a media personality, subject to approval and supervision of the Management and Marketing Communications team.
- Comfortably and confidently answer questions and attend to queries or feedback regarding the restaurant.
- Makes recommendations to the Management on other potential sources of revenue e.g. promotions etc.
- Implements appropriate and effective measures to improve control of costs, expenses, and labor.
- Submits regular forecast of the restaurant revenue. Work out on property revenue to yield.
- Submits monthly sales analysis with improvement action plan and uses revenue management tools to generate reports.
- Ensures all reports generated are accurate before submission.
Training, Learning and Development of the Team
- Stream lines all training requirements and co-ordinates all arrangements for proper execution of instructions.
- Conducts regular on the job trainings for colleagues to develop their skills/new menu items.
- Records and submits monthly On-the-Job Training hours to F&B Office before the 15th of each month.
- Guides the departmental orientation for new hires.
- Ensures that colleagues are aware of hotel rules and regulations.
- Ensures that colleagues are trained on fire and safety, emergency procedures and hygiene.
Other Responsibilities
- Performs any other duties that may be assigned by the Head of Department.
- Coordinates all functions with Culinary Team, Catering Sales Team and Service Team to ensure maximum efficiency.
- Develops own knowledge and skills to grow as a business partner and leader.
- Ensures NEA rules and regulations are met and achieve.
- Uses a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
- Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Contributes to the hotel’s Corporate Social Responsibility efforts by supports the Planet 21 program.
- Performs any other duties and responsibilities that may be assigned.
