The position assists the Restaurant Manager in supervising the overall operation and service standards of the outlet to meet and exceeds guest’s dining experience expectations.
Main responsibilities include, but are not limited to, assisting the Restaurant manager in creating a Food and Beverage destination within Raffles Hotel Singapore, maximising revenues, achieving financial and quality targets, marketing, confirming required staffing levels, conducting training and development of team members.
Primary Responsibilities
Oversees Daily Operations and Achieving Targets
- Works closely with the manager to forecast sales, covers and payroll costs.
- Supervises the daily operation and ensures sufficient manning coverage for operations.
- Assigns the 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.
- In the absent of the manager, attends briefings and meetings held by the department and updates all latest policies as needed.
- Possesses in depth and supervision knowledge of all food and beverage menus and its preparations and presentations. This includes in depth and supervision 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 takes immediate action if needed or required.
- Familiarises self with the hotel’s applicable processes, software and technologies (e.g. Micros, Avero, Material Control, etc.).
- Is present in the operation during all meal periods.
Provides a Leading and Consistent Guest Experience
- Is pro-actively engaged in guest service.
- Promotes sales through direct guests’ contact.
- Constantly obtains guest feedback during operation to ensure satisfaction and builds loyal following/return guest’s database.
- Handles guest complaints and comments competently and swiftly.
- Leads the service team to personalise guest experience and in accordance with Hotel Standards.
- Builds strong relationship with local guests and builds loyal following as foundation for a successful operation.
- Maintains levels of confidentiality and discretion of the guest, colleagues, operator at all times.
Management and Leadership of Outlet
- Is a mentor and role model.
- Proactive, innovative with in depth Food & Beverage 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, executes a collaborative and enabling leadership style. Provides regular team meetings for training and arranges examinations for the team members to achieve higher standards and skills.
- Drives the team to achieve common goals and builds strong team work.
- Uses the performance review process to identify and develops talent for growth.
- Manages performance issues by using various coaching styles.
- Displays cultural affinity and shows empathy to all team members.
- Assists the manager to coach and trains team members to prepare them to move to the next level within 14 – 24 months.
- Works closely with the manager to review work performance of all colleagues to make sure that established procedures and policies are being followed.
- Enforces and upholds highest standards in discipline and knowledge of the contents in disciplinary actions. Actively enforces colleague motivation and team building.
- Observes colleague’s individual performance, grooming and punctuality.
- Performs colleague appraisals and executes disciplinary actions if required.
- Provides a level of Safety and Security for guests and colleagues.
- Assists in recruitment, inducts and trains 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.
- In the absent of the manager, attends daily meetings and all other meetings, which fall under his/her jurisdiction, follow directives given and advises the manager on topics of importance.
- Attends monthly departmental meetings and communicates with the team. Follows up on projects assigned if any.
- Checks daily opening and closing duties.
Marketing Plan and Revenue Management
- Comfortably and confidently answers questions and attends to queries or feedback regarding the restaurant.
- Makes recommendations to the manager on other potential sources of revenue e.g. promotions etc.
- Works closely with the manager to implement appropriate and effective measures to improve control of costs, expenses, and labour.
- Submits monthly sales analysis with improvement action plan.
- Uses revenue management tools to generate reports.
- Ensures all reports generated are accurate before submission.
Training, Learning and Development of the Team
- Conducts regular on the job trainings for colleagues to develop their skills and knowledge.
- Records and submits monthly On-the-Job Training hours to Food & Beverage 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 manager.
- 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 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.
