Outlet Manager

Outlet Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

The Outlet Manager is concerned with the strategic management of the Restaurant, in line with prescribed Hilton policies and procedures.

What will I be doing?

As the Outlet Manager, you will be responsible for performing the following tasks to the highest standards :

• 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 Hilton hotels 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.
• Create an environment where everyone in the department is focus 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.
• 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 busy days or special events.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
• Ensure all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
• Knowledgeable of Hilton departmental standards.
• Able to explain the standards to the team and Managers, assessing team members against these standards.
• Ensure that training on departmental standards is regularly conducted in the outlets.
• 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.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc.).
• Communicate effectively with the Front Office and Groups & Tours teams to maximize in-house 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.
• Understand the situation in other departments and their implications for your own department.
• 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.
• Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
• Ensure that the shift is reviewed, and handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• 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.
• Set and agree to departmental objectives for self and team.
• Represent the needs of the team to others in the hotel.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
• Seek out and maximize departmental and hotel revenue opportunities.
• Be aware of potential highs and lows in the business.
• Create and implement sales promotions and team member incentives as per discussion with the F&B Manager.
• Assist the F&B Manager with preparation of event brochures.
• Identify, communicate and act on potential sales leads.
• Create an environment where "everyone sells".
• Supervise the financial performance of the department in line with the profit plan.
• Use key monitors and financial targets to evaluate the department's performance and make future plans.
• Complete regular financial and operating reports as required or requested by the F&B Manager.
• Forecast potential revenues and costs.
• Following company control procedures, control costs without compromising standards.
• Analyze and explain any financial variance against plan.
• Set-up and maintain leave plans for the department.
• Assist with selecting, training, coaching and developing people to meet current and future needs of the department and the hotel.
• Understand the quantity and quality of people needed to operate the department.
• Assist with carrying out selection interviews and making effective recruitment decisions.
• Ensure that new recruits have all the relevant information before commencing employment.
• Assist with planning and ensuring departmental orientation is carried out.
• Ensure that the Orientation Training manual for each outlet is kept up to date.
• Ensure that standards training, and assessments are carried out.
• Ensure the health, safety and well-being of customers and all team members.
• Understand relevant OH&S legislations and their implications on the operation of the department.
• Communicate to the team their responsibilities within OH&S.
• Ensure that safe and healthy working practices are implemented at all times.
• Ensure that hygiene training is conducted at least once a year.
• Carry out any other reasonable duties and responsibilities as assigned.

The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

An Outlet Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow :

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service