The Restaurant Manager is responsible for managing the restaurant outlet with a focus on service standards, customer satisfaction, staffing, operational needs, and financial targets.
Key Responsibilities:
- Ensure that the staff deliver the brand promise and always provide exceptional guest service.
- Ensure that the staff provide excellent service to internal customers in other departments.
- Observe employee-guest interactions and coach staff in guest service skills as necessary.
- Ensure that all guest and internal customer complaints and enquiries are handled in a timely, courteous, and efficient manner, following through to ensure problems are resolved satisfactorily.
- Ensure that the outlet is operated in line with goals to maximize profitability while delivering on the brand promise.
- Assist the General Manager of Hospitality in preparing the Annual Business Plan and budget for the outlet.
- Support the General Manager of Hospitality in analyzing outlet business performance to facilitate accurate and meaningful forecasting.
- Proactively manage outlet financial targets and costs based on key performance indicators.
- Ensure that the operation complies with company and regulatory policies relating to financial record-keeping and money handling.
- Actively participate in weekly yield and revenue management meetings, overseeing the appropriate pricing structures to maximize yield and overall profits across the entire operation.
- Seize marketing and promotional opportunities to raise awareness and drive outlet revenues.
- Proactively support the General Manager of Hospitality and the Head of Marketing & Communications to implement the Annual Marketing Plan for F&B operations.
- Manage the outlet, pursuing excellence and quality in all aspects of the operation.
- Coordinate proactively and collaboratively with consultant-partner organizations to implement restaurant concept and ensure full delivery of brand promise.
- Ensure that the outlet and surrounding area are always kept clean and organized.
- Oversee the preparation and implementation of outlet manpower rosters to effectively meet operational needs.
- Monitor outlet operations, especially during peak business periods, making resourcing adjustments where necessary.
- Ensure that the operation and its staff flexibly support and collaborate with other departments.
- Ensure that the staff are up to date with the availability of seasonal and new items on the menu.
- Collaborate closely with the Head Chef/Executive Chef and team to optimize the outlet's operation.
- Monitor and maintain the quality standards of food and beverage products served in the outlet, providing feedback to the Head Chef/Executive Chef and Team where appropriate.
- Implement quality management and regulatory compliance strategies by ensuring that all internal and international standards are effectively implemented, e.g., HACCP, health and safety standards, etc.
- Manage inventory, placing orders for supplies as required by operational needs and building good relationships with external suppliers and vendors.
- Maintain equipment to a high standard, obtaining technical support (as per operational procedures) to fix any equipment malfunctions in a timely manner.
- Establish clear direction, prioritize tasks, assign, and delegate responsibility, monitor individual performance, provide regular feedback, and take prompt action where necessary.
- Control costs by ensuring that the outlet operation minimizes waste, spoilage, and breakages.
- Drive operational profitability by upselling when opportunities to do so arise.
- Ensure that the operation complies fully with Company's policies and procedures.
- Actively participate in F&B management meetings.
- Support banqueting and other activities as assigned by the General Manager of Hospitality.
- Perform any other duties assigned by the General Manager of Hospitality as necessary.
- Encourage and motivate employees, building trust, respect, and cooperation within the team.
- Ensure that a positive and harmonious work environment is maintained within the operation.
- Review and approve all HR-related issues ranging from staff personal issues (leaves, loan approvals) to manpower planning.
- Support the General Manager of Hospitality with the recruitment, selection, and orientation of outlet staff.
- Oversee the punctuality and appearance of outlet staff, ensuring that the correct uniform is worn and that staff maintain a high standard of personal appearance and hygiene, according to agreed upon grooming standards.
- Maximize the effectiveness of outlet staff by developing their skills and competencies through appropriate training, coaching, and/or mentoring.
- Conduct annual performance management reviews for outlet staff and support them in their professional development goals.
- Plan and implement effective training programs for staff members.
- Ensure that staff follow all company and local policies, rules, and regulations, including those related to health and safety, security, etc.
- Attend training sessions when required and keep up to date with industry developments/practices.
Qualifications:
- Degree in hospitality or relevant certification is preferred
- At least 6 years of relevant experience in the hospitality/restaurant industry
Key Attributes:
- Well-developed computing skills, including the understanding of relevant IT products and software (Microsoft Word, Excel, PowerPoint, and ERP)
