Assistant Manager (Guest Relation) - Summer Palace (Conrad Singapore Orchard)

Hilton

Date: 2 days ago

Area: Orchard, Central

Contract type: Full time

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.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Assistant Manager assists the Restaurant General Manager with the management of Summer Palace, in line with Conrad standards, brand pillars and prescribed Hilton policies and procedures.

What will I be doing?

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

To assist in recruiting/hire, train, supervise and discipline staffs as necessary for a smooth operation
Conduct departmental orientation for all new team members
Ensure the grooming standard are being met and maintained, demonstrating a professional image for our guests
Actively check team members’ product knowledge on each shift
Supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels, making any changes in order to achieve the F&B team service standards and budget goals
Complete the Attendance Report for payroll purposes
Monitor the training calendar and employee development in order to promote a climate of enthusiasm and encouragement
To assist in completion and conducting of yearly performance evaluations for staffs.
Ensure that all team members are briefed for the details of the shift ahead
To maintain a high level of employee morale.
To ensure the correct and consistent service techniques for various meal periods will be demonstrated by all staff members
Offer team members constructive feedback about their performance after every shift in an aim to develop their skills and confidence
Provide leadership and direction for all team members while on duty by offering professional skills and leading by example
To attend & participate in all required meetings.
Respond proactively to guest queries and to ensure appropriate action is taken in the absence of the manager, followed by effective communication
Ensure that guest satisfaction is monitored and where appropriate, rectified throughout their meal experience
Familiarize with menu items of all other outlets to recommend guests to other outlets
Assist the Restaurant General Manager in achieving the monthly budget
Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.
Ensure the health, safety and wellbeing of customers and all team members.
Following company’s control procedures, controlling costs without compromising standards
Ensure that the shift is reviewed, handovers and briefings are carried out. Ensure streamline communication with the team and guests and achieve consistent results.
To anticipate, in advance, all materials and supplies and ensure their availability.
To promote teamwork and foster a harmonious working climate.
To follow through and constantly update the restaurant/bar guest databases to be efficient and consistent in relation to regulars, whiskey club members and VIPs.
Overview of Menu and EDMs creation for special events
Update and maintain guest profile history. This includes keeping track of Guest birthday, Anniversary to offer to make reservation, if the guest wishes to dine with us.
To ensure to keep up to date on Competition analysis by keeping track of happening in the city and calling competition on regular basis to update on promotion and pricing.
To take ownership of the Restaurant and Bar areas in all aspects, including taking guests’ orders and the service of Food & Beverage products.
To take full ownership of any reservation for groups, VIP and media.
To ensure proper procedures and maintenance in regard to guests’ correspondences, both in terms of inquiries and follow-up.
The ability to maintain and update computer files whenever needed, including standardized letters, latest menus, etc.
To discuss, in advance, any menu changes or daily specials with staff, ensuring knowledge of each
To handle and report any accident immediately, no matter how minor
To recognize and address potential intoxicated disruptive or undesired guests.
To effectively handle guest complaints and report to a manager of situation and resolution.
To respond properly in any hotel emergency of safety situation.
To coordinate and successfully perform the daily secondary duties.
To perform other tasks or projects as assigned by hotel management and staff.
To set up a proper procedure and maintenance with regards to par-stocks for all menus, beverage lists and wine lists.
To be fully aware of the reservation procedures and telephone techniques according to the Hilton standards.
To ensure that the telephone system is working properly at all times.
To respond properly in any hotel emergency of safety situation.
To perform other tasks or projects as assigned by the hotel management and staff.
To set up hostesses check lists (daily, weekly and monthly).
To create, compile and update Manhattan manual training.
To ensure stationary cost control.
To oversee and coordinate all arrivals and departures of special guests (VIPs, etc)
To manage communication between guests and staff.
To direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
To appraise team’s performance.
To be able to build and keep good relationship to Industry, Suppliers, Etc.
To ensure events enquiry and bookings are taken and deal with in a given timeline.
To maximize potential revenue for the restaurant by bringing in events, private booking and buy-outs.
To examine activities logbook, assign tasks appropriately and implement schedule daily.
To work closely hand-in-hand with the Restaurant Manager to ensure staff well fare is look into and to ensure that the bar operates at its highest maintaining and following key standard
Carry out any other reasonable duties and responsibilities as assigned by manager or hotel management

What are we looking for?

An Assistant Manger 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:

Reading, writing and oral proficiency in the English and Mandarin language.
Willing to work a flexible schedule and holidays.
Be a self-motivator and motivator of others
Work in a safe, prudent and organized manner.
Have an in-depth knowledge of food and preparation
Have an in-depth knowledge of wine
Be able to relate to all levels of guests and management.
Have a minimum of 3 years’ experience in similar position, preferably in luxury environment
Have the ability to handle multiple tasks at one time.
Have excellent communication and organization skills
Be able to consistently delight and satisfy our guest
Have the ability to handle guest requests in a detailed manner
Must have excellent attention to details, and extensive service knowledge

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Work Locations

Conrad Singapore Orchard

Schedule

Full-time

Brand

Conrad Hotels & Resorts

Job

Banquets

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