What will I be doing? 

• 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 and 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 Outlet Manager. 

• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day. 

• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before guests ask. 

• Ensure that all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating and Procedures Manual are consistently delivered throughout the department. 

• Have detailed knowledge of all departmental standards, explaining the standards to team members and managers, assessing team members’ performance against these standards. 

• Ensure that training on departmental standards is regularly conducted in the outlets. 

• Monitor standards through regular standards review checks. 

• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities and occupancy and external events, promotions, etc). 

• Communicate effectively with the Front Office and Groups &amp; Tours teams to maximize in-house and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival. 

• Understand the situation in other departments and its implication for your own department. 

• Planning ahead and ensuring adequate resources are available. 

• Manage departmental operation and take 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, handovers and briefings are carried out. 

• Maintain in-depth technical knowledge and skills required for the job. 

• Maintain event and function histories to assist with returning events. 

• Establish good communication with the Kitchen team, providing and communicate clear direction to the team. 

• Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team. 

• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant. 

• Assist the Outlet Manager with the preparation of events brochures. 

• Identify, communicate and act on potential sales leads. 

• Create an environment where “everyone sells”. 

• Following company’s control procedures, controlling costs without compromising standards. 

• Analyze and explain any financial variance against plan. 

• Set-up and maintain the 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 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 trainings and assessments are carried out. 

• Ensure the health, safety and wellbeing of customers and all team members. 

• Understand relevant OH&amp;S legislations and their implications on the operation of the department, communicating to the team their responsibilities within OH&amp;S. 

• Ensure that safe and healthy working practices are implemented at all times. 

• 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? 

• 2-4 years in a managerial position in a 4 / 5-star category hotel. 

• Good English skills, both written and verbal to meet business needs. 

• Familiar with computer systems. 

• Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance. 

• Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you. 

• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals. 

• Strong leadership, people management and training skills. 

• Guest oriented and able to confidently build and exceed service standards. 

• Thorough knowledge of service, cost control in F&amp;B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings. 

• Strong interpersonal skills and attention to details.
 
• Key strengths (under the 9 competencies) in people management communication and planning. 

• Show commitment and ability to develop as an Outlet Manager in your next role. 

• Outgoing personality and willing to work for long hours.

Restaurant Manager in Gurugram (UID-9770)

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