Assistant Outlet Manager - Tiga

An Assistant Outlet Manager - Tiga 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:

• 2-4 years in a managerial position in a luxury or international chain hotel.

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

• Familiar with computer systems and knowledge of POS systems, inventory control.

• 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&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.

• Strong interpersonal skills and attention to details.

• As the Assistant Outlet Manager – Tiga, 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 guests always in mind.

• Create an environment where the team is focused on “creating that special experience” and delivering exceptional guest service.

• Maintain a visible presence on the restaurant floor and lead by example during breakfast, lunch, dinner, and peak service periods.

• Ensure guest requests, queries, and concerns are handled promptly and professionally, escalating matters to the Outlet Manager when required.

• Actively engage with guests during service periods to obtain feedback and identify opportunities to enhance their dining experience.

• Positively deal with customer complaints and comments, taking appropriate immediate action and providing follow-up to the Outlet Manager.

• Be proactive in anticipating guest needs and coach team members to identify and respond to guest requirements before they are requested.

• Pay particular attention to VIPs, families, groups, tour groups, and guests with special dietary requirements.

• Ensure dietary requests, food allergies, and special meal requirements are communicated accurately to the Kitchen team.

• Support service recovery initiatives and ensure agreed actions are followed through.

• Assist the Outlet Manager in managing the day-to-day operation of the Tiga Restaurant across breakfast, lunch, dinner, and special events.

• Take responsibility for the smooth operation of the outlet when assigned as the Manager on Duty or in the absence of the Outlet Manager.

• Ensure the restaurant is properly set up and ready before each service period, including tables, service stations, buffet areas, equipment, cleanliness, and overall presentation.

• Conduct opening and pre-service checks and communicate any deficiencies to the relevant team or department for immediate action.

• Supervise guest flow, seating arrangements, waiting times, and table turnover during busy service periods.

• Monitor restaurant capacity and assist in managing seating allocation to ensure efficient utilization of available tables.

• Ensure smooth handover between breakfast, lunch, dinner, and closing shifts.

• Conduct regular floor checks during service to ensure service standards, cleanliness, buffet presentation, and guest areas are consistently maintained.

• Assist the Outlet Manager in planning manpower deployment according to occupancy, expected covers, groups, promotions, and business levels.

• Reallocate team members during service as required to respond to changes in business volume and operational priorities.

• Take an active supervisory role in the breakfast operation, particularly during high occupancy and peak breakfast periods.

• Review expected occupancy, breakfast covers, group movements, VIPs, and special requirements with the team before service.

• Ensure the breakfast buffet is properly set up, well-presented, clean, labelled, and adequately replenished throughout the service period.

• Conduct regular buffet checks and coordinate with the Kitchen team to ensure food availability and timely replenishment.

• Monitor beverage stations, service areas, and buffet equipment to ensure they are adequately stocked and maintained.

• Assist in managing guest flow and table turnover during peak breakfast periods.

• Monitor buffet and food wastage and report unusual consumption or operational issues to the Outlet Manager.

• Assist in coordinating early breakfast, takeaway breakfast, packed breakfast, group breakfast, and other special arrangements where applicable.

• Provide clear direction and guidance to team members during daily operations and service periods.

• Conduct and participate in pre-shift briefings, communicating occupancy, expected covers, VIPs, groups, promotions, menu information, special requests, and daily service priorities.

• Assign duties and responsibilities to team members according to operational requirements and individual capabilities.

• Monitor team members’ performance during service and provide immediate coaching and feedback where required.

• Support the Outlet Manager in maintaining discipline, attendance, grooming, punctuality, and professional standards within the team.

• Assist in identifying training needs and provide on-the-job coaching to improve team members’ service skills and product knowledge.

• Encourage teamwork and effective communication between service, host, buffet, beverage, and clearing functions.

• Support cross-training initiatives to ensure operational flexibility during busy periods.

• Assist with the induction and orientation of new team members and ensure they understand outlet procedures and service standards.

• Act as a role model for Hilton values, service standards, grooming, communication, and professional conduct.

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

• Maintain detailed knowledge of Hilton departmental and Tiga standards and ensure team members understand and follow them.

• Conduct regular service and standards checks and report any shortfalls to the Outlet Manager.

• Assist in developing and implementing corrective actions to address service or operational gaps.

• Ensure service stations, buffet areas, guest areas, and back-of-house areas are maintained according to required standards.

• Monitor table presentation, cleanliness, service sequence, buffet presentation, and overall restaurant ambience throughout each service period.

• Ensure all operating procedures are followed consistently and provide feedback where improvements are required.

• Communicate effectively with Front Office, Groups & Tours, Reservations, and other relevant departments to support smooth restaurant operations and maximize in-house business.

• Assist in coordinating group and tour arrivals and ensure the team is briefed on group requirements prior to arrival.

• Establish good communication with the Kitchen team regarding menu availability, buffet replenishment, guest requests, dietary requirements, and operational challenges.

• Coordinate with Stewarding to ensure sufficient clean crockery, cutlery, glassware, buffet equipment, and service equipment are available throughout service.

• Coordinate with Housekeeping and Engineering regarding cleanliness, maintenance, equipment, and restaurant presentation issues.

• Ensure all operational issues are communicated and followed up until resolved.

• Maintain clear and effective shift handovers, ensuring important guest, operational, and service information is communicated to the next shift.

• Support the Outlet Manager in achieving daily and monthly revenue objectives for the Tiga Restaurant.

• Encourage effective upselling and cross-selling of food, beverages, promotions, and other approved outlet offerings.

• Monitor team members’ upselling practices and provide coaching to improve sales performance.

• Identify potential sales opportunities during service and communicate them to the Outlet Manager.

• Assist in implementing restaurant promotions, themed dining, special events, and other revenue-generating initiatives.

• Follow company control procedures and assist in controlling operational costs without compromising guest satisfaction or service standards.

• Monitor wastage, breakages, complimentary items, and unnecessary consumption and report significant variances to the Outlet Manager.

• Assist with inventory checks, stock ordering, stock control, and monitoring of operating supplies.

• Assist the Outlet Manager with the preparation of rosters and job schedules based on occupancy, expected business levels, events, promotions, and operational requirements.

• Assist in maintaining departmental leave plans and ensuring adequate manpower coverage.

• Assist the Outlet Manager with daily operating reports, checklists, records, and other required documentation.

• Maintain accurate records of guest feedback, service recovery, operational incidents, and other relevant outlet information.

• Assist with maintaining event and function histories to support future business and repeat events.

• Assist the Outlet Manager with the preparation of event brochures and promotional materials where required.

• Ensure the health, safety, and well-being of customers and all team members within the outlet.

• Understand relevant OH&S legislation and communicate team members’ responsibilities regarding health and safety.

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

• Monitor cleanliness and hygiene standards throughout the restaurant, buffet, service stations, and guest areas.

• Ensure food safety and hygiene procedures are consistently followed, particularly in buffet and food service areas.

• Immediately report and take appropriate action on any health, safety, hygiene, food safety, or maintenance concerns.

• Ensure compliance with Hilton service standards, hygiene requirements, safety procedures, and company policies.

• Assist the Outlet Manager with selecting, training, coaching, and developing team members.

• Ensure new team members receive appropriate outlet orientation and are familiar with service procedures before commencing independent duties.

• Assist with conducting departmental standards training and assessments.

• Provide regular on-the-job training and coaching during service periods.

• Ensure the Orientation Training Manual and relevant outlet training materials are kept up to date.

• Support the development of team members by identifying strengths, areas for improvement, and future development opportunities.

• Contribute ideas and suggestions to enhance operational and environmental procedures within the hotel.

• Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.

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

• Understand the goals of the hotel and the department’s role in achieving them and communicate these objectives to the team.

• Represent the Outlet Manager when delegated and ensure continuity of operations in their absence.

• Carry out any other reasonable duties and responsibilities as assigned.

• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

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