Outlet Supervisor at One&Only Resorts

Job Summary

To assist in overall restaurant operations management in promoting and ensuring total guest’s satisfaction with high standard of service and maximize potential revenue through exceeding guests’ expectations and hospitality. To promote and ensure a strong team environment in ensuring colleague motivation and satisfaction in delivering their duties promptly and courteously. As well as the supervision of duties and responsibilities of colleagues and set SOP for the outlet.

Key Duties and Responsibilities

• Maintain complete knowledge of:
• All liquor brands, beers and non-alcoholic selections available in the outlet
• The particular characteristics and description of every wine / champagne by glass and most major wine on the wine list, as well as the focal concept eg: cocktails of Vista Bar and the Afternoon Tea offerings inclusive of all teas available
• Designated glassware and garnishes for wines and beverages
• All menu items, preparation method / time, ingredients, sauces, portion sizes, garnishes, presentation and prices.
• Daily reservation updates and V.I.P. list.
• Scheduled in-house group activities, locations and times.
• Correct maintenance and use of equipment.
• All department policies/services procedures.
• To maintain the restaurant profits through increased revenue and minimizing of costs.
• To be responsible of restaurant asset management.
• To be a passionate supervisor and always have a “Can Do Attitude” and practice “open door” policy to all colleagues.
• To initiate guest interaction through seeking and soliciting feedback from guests.
• To accurately forecast business demands on weekly basis to ensure efficient staffing, food and general supplies ordering.
• Maintain complete knowledge and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
• Check storage areas for proper supplies, organization and cleanliness.  Instruct designated personnel to rectify and cleanliness. Organization deficiencies.
• Follow and maintain established par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Constantly review on daily specials and top sales items; update briefing board throughout shift.  Ensure that colleagues are aware of such.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the shift to meet the business demands. Coordinate breaks for colleague.
• Ensure that colleague reports to work as scheduled.  Document any late or absent colleagues.
• Assign work and side duties to colleague in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations, which compromise the restaurant standard and delegate these tasks.
• Conduct pre-shift meeting with colleague and review all information pertinent to the day’s business.
• Inspect grooming and attire of colleague; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor colleague performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards, rectify any deficiencies with respective personnel, provide supervision, coaching and counseling when needed.
• Inspect table set-ups; check for cleanliness, neatness and agreement with guest’s order and departmental standards; rectify deficiencies with respective personnel.
• Check the status of all orders and ensure that they are delivered within designated timelines.
• Assist and guide colleague with their job functions to ensure optimum service to guests.
• Assist Assistant Manager to conduct formal colleague training program on food and beverages and service standard.
• Monitor guest reactions and confer frequently with service colleague to ensure guest satisfaction.  Review guest feedback with Assistant Manager to check on guest satisfaction and offer further assistance.
• To ensure all colleague answers telephone with corrects salutations and telephone etiquette.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.  Promote positive guest relations at all times.
• Be familiar with all Resort’s Dining Outlets and its activities, services / features to respond to guest inquiries accurately.
• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Monitor and maintain cleanliness and working condition of restaurant equipment, supplies and work areas.
• Assist in taking guests’ orders, following specified procedures, as necessary to ensure department standards.
• Organize coordinate, direct colleague in set-up, service and breakdown of hospitalities in accordance with restaurant standards; follow up on special arrangements with respective personnel.
• Organize, coordinate and direct colleague in set-up, delivery and retrieval of amenities in accordance with restaurant standards.
• Ensure all closing duties for colleagues are completed before colleague signs out.
• Provide feedback to colleague on their performance.  Handle disciplinary problems and counsel colleagues according to restaurant standards.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.
• Document pertinent information in restaurant log book.
• Complete all paperwork and closing duties in accordance with restaurant standards.
• Review status of assignments and any follow-up action with co-managers.
• Complete and direct scheduled inventories. 
• Attend designated meetings, menu and wine tasting.
• Expedite on floor or in bar as business demands.
• Complete departmental filing.

Skills, Experience & Educational Requirements

• High school graduate or Diploma in Hospitality Management.
• Minimum 2 years of experience in serving alcoholic beverages.
• Knowledge of the various outlets and cuisine and its service styles eg: Nobu, Isola, Reuben’s, In-Room Dining and Banqueting
• Minimum 2 years’ experience as full service restaurant Supervisor or Captain or similar
• Certification in wine, liquor and food handling courses.
• Fair knowledge of wines, its characteristics and supplies, inclusive of cocktails, spirits, brandies and whisky
• Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
• Ability to provide legible communication.
• Ability to compute good mathematical calculations.
• Previous experience in cashiering.