Assistant Manager (Service Quality)

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Assisting the Manager to run the operation and to provide efficient, expedient and courteous service to all guests.
• Assisting the manager in training and audit service standards according to Forbes Travel Guide and hotel’s service quality protocols.
• Is responsible to supervise the staff assigned to him/her and ensure that all phases of Food & Beverage service are performed.
• To make sure that all drinks and food dishes served are according to menu and wine list specifications, properly presented, be of the correct hot/cold/iced temperature before being served.
• To check daily the restaurant preparation, mise-en-place, laying of table cleanliness and the availability of crockery, cutlery and glasses; the personal cleanliness and appearance of each individual team member.
• Ensuring strict safety regulations.
• Holds daily briefing with staff in each shift and review occupancy forecast, reservations, special attention, complaints, problematic issues and others as deem appropriate.
• Conduct staff appraisals and discipline.
• Inspects outlet thoroughly to ensure cleanliness of linen, operating equipment, fixtures and furniture’s and so forth are up to standard, table set-ups, sideboards and mise-en-place are done properly and in good condition.
• Constantly monitors that guests are being attended and served according to standard set and attend to guests as needed.
• Anticipate guests’ complaints and take prompt corrective action.
• Ensure all operating supplies and equipment are adequate as per Par stock established.
• Anticipate additional supplies and equipment for additional work load or volume of business.
• Coordinate with Chef and beverage department for any special promotion and ensure staff is aware of it to ensure that up selling is exercised.

Requirements

• Proficient and familiar with Forbes Travel Guide service standards
• Familiar with Microsoft software applications
• Excellent interpersonal skills for diplomatically handling staff and customers
• Strong planning and organisational skills to run a streamlined operation