Assistant Outlet Manager - China Blue

An Assistant Outlet Manager - China Blue 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 hotel 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.

• 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.

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

• Maintain a high guest service focus by approaching your job with the guests always in mind.

• Create an environment where everyone in the department is focused on “creating that special experience” and delivering exceptional and personalized service.

• Maintain a strong presence on the floor during lunch, dinner, weekends, festive periods, and peak service periods.

• Actively seek verbal feedback from customers and team members and communicate relevant feedback to the Outlet Manager.

• Positively deal with customer complaints and comments, taking immediate action where possible and escalating to the Outlet Manager when required.

• Ensure all customer requests and queries are responded to promptly and effectively.

• Be proactive towards guests and anticipate their needs, particularly for VIPs, regular guests, business diners, and special occasions.

• Assist in ensuring the panoramic skyline views, glass-floor dining experience, restaurant ambience, and overall presentation are maintained to the required standard.

• Assist the Outlet Manager in managing the day-to-day operation of restaurant and take responsibility for the outlet during delegated shifts or in the absence of the Outlet Manager.

• Ensure the restaurant is properly set up and ready before each service period, including mise en place, table settings, service stations, equipment, cleanliness, and overall presentation.

• Monitor reservations, seating arrangements, guest flow, table turnover, and restaurant capacity during service.

• Assist in allocating team members according to business levels, reservations, VIPs, groups, and operational requirements.

• Conduct regular floor checks during service to ensure smooth operations and immediate resolution of operational issues.

• Ensure effective opening, handover, briefing, and closing procedures are followed.

• Participate actively in service during peak periods and provide operational support to the team where required.

• Ensure adequate resources, operating equipment, crockery, cutlery, glassware, and other supplies are available for each service period.

• Maintain good knowledge of Chinese cuisine, menu items, ingredients, cooking methods, signature dishes, and beverages to confidently assist guests and the service team.

• Ensure team members are properly briefed on menu changes, daily specials, chef recommendations, unavailable items, dietary requirements, and allergens.

• Ensure team members are able to provide appropriate recommendations and explain menu items accurately to guests.

• Promote appropriate Chinese dining etiquette and service standards, including sharing-style dining, table service, and guest interaction.

• Work closely with the Kitchen team to ensure effective communication regarding menu availability, guest requests, dietary requirements, and service issues.

• Assist the Outlet Manager and Executive Chinese Chef in implementing menu changes and ensuring the team is properly trained on new dishes and offerings.

• Provide clear direction and guidance to team members during each service period.

• Conduct or assist with pre-shift briefings covering reservations, VIPs, expected covers, menu changes, promotions, special occasions, and service priorities.

• Assign and delegate duties effectively according to operational requirements and team members’ capabilities.

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

• Assist with training, coaching, and developing team members to meet current and future needs of the department.

• Ensure regular training on departmental standards, Chinese cuisine, menu knowledge, service procedures, upselling, and guest engagement is conducted.

• Support the onboarding and orientation of new team members and ensure they are familiar with China Blue’s standards and procedures.

• Encourage teamwork, effective communication, professionalism, and a strong service culture within the restaurant.

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

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

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

• Assist in implementing action plans to address service and operational gaps.

• Monitor table presentation, service sequence, guest interaction, food presentation, cleanliness, and overall restaurant ambience.

• Ensure the restaurant’s premium positioning and distinctive dining experience are consistently reflected in service delivery.

• Support the Outlet Manager in achieving restaurant revenue objectives.

• Monitor and encourage effective upselling and cross-selling of food, beverages, signature dishes, premium menu items, and promotions.

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

• Create an environment where “everyone sells” through strong product knowledge and suggestive selling.

• Assist in controlling operating costs in accordance with company procedures without compromising service standards.

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

• Assist with inventory management, stock ordering, and stock control.

• Communicate effectively with Front Office, Reservations, Concierge, Groups & Tours, Sales, and other relevant departments to support restaurant business.

• Assist with coordinating VIPs, regular guests, groups, corporate diners, and special occasions.

• Establish good communication with the Kitchen team and provide clear direction to the service team.

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

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

• Ensure effective shift handovers and communication of important guest and operational information.

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

• Understand relevant OH&S legislation and communicate team members’ responsibilities within OH&S.

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

• Ensure compliance with service standards, hygiene, food safety, safety, and company policies.

• Monitor cleanliness and hygiene standards throughout the restaurant and service areas.

• Ensure food allergy and dietary requirements are handled appropriately and communicated accurately to the Kitchen team.

• Pay particular attention to the safety and presentation of the glass-floor dining area and other guest-facing areas.

• Assist the Outlet Manager with rosters, leave plans, operating reports, documentation, and record-keeping.

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

• Assist with the preparation of event brochures, promotions, and other relevant materials.

• Attend and participate in regular F&B operational and roster meetings.

• Keep the team up to date on departmental, hotel, and company activities, including special events, promotions, and menu changes.

• Contribute ideas and suggestions to enhance operational and environmental procedures.

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

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

• 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.