Job Description

JOB SUMMARY

MISSION

• To ensure that all restaurant operations run smoothly. 
• To responsible on managing all aspects of all restaurant's operations. 
• To manage teams of restaurant employees including servers, bartenders and hosts.
• To ensure customers receive excellent service and great food, and that they have a memorable quality experience.
• Drive outlet performance to achieve and exceed sales targets.

KEY OUTCOMES

The Outlet Manager is responsible for overseeing the daily operations of the front-of-house team in KLCC outlet to ensure a high standard of customer service, staff performance, and overall outlet improvement. This role includes supervising staff, managing small events, maintaining inventory, ensuring compliance with HACCP standards, and contributing to the overall enhancement of customer service quality. 

MAIN RESPONSIBILITIES

Outlet Improvement:

• Identify and implement strategies to enhance the overall appearance, efficiency, and performance of the outlet.
• Monitor and evaluate outlet operations to ensure optimal customer satisfaction and operational excellence.

Staff Improvement:

• Manage and mentor FOH staff to improve their performance and productivity.
• Conduct regular evaluations and provide feedback to staff, promoting professional growth and development.

Customer Service Quality Improvement:

• Lead initiatives to improve the customer experience by ensuring high standards of service are maintained.
• Address customer complaints and feedback promptly and effectively to ensure customer satisfaction.

Staff Training:

• Organize and conduct training sessions for FOH staff on customer service, product knowledge, and operational procedures.
• Ensure all staff are trained on and adhere to HACCP standards and other safety protocols.

Event Management:

• Plan, coordinate, and execute within the outlet, ensuring smooth operation and excellent customer service.
• Work closely with the kitchen and other departments to ensure events are delivered successfully.

Accountability for Sales Performance

• Train, coach, and motivate staff to meet sales goals while maintaining morale and productivity.
• Oversee daily operations, stock, and cost control to maximize profit margins.
• Monitor sales data, prepare reports, and adjust strategies to ensure consistent growth.

HACCP Compliance:

• Ensure all FOH operations comply with HACCP standards, maintaining a safe and sanitary environment for both staff and customers.
• Regularly review and update procedures to adhere to food safety regulations.

Inventory Management:

• Oversee FOH inventory, ensuring adequate stock levels are maintained and minimizing waste.
• Conduct regular inventory checks and manage ordering processes in collaboration with the purchasing department.

Other FOH Duties Assigned by HOD:

• Undertake additional tasks and responsibilities as directed by the Head of Department to support overall operations.

Job Requirements

 JOB REQUIREMENT

1. Candidate must possess at least Primary/Secondary School/SPM/"O" Level in Food & Beverage Services Management, Others or equivalent.
2. Required to have minimum 1 to 3 years of experience in a restaurant supervisory role.
3. Computer literate and proficient in Microsoft Office applications 
4. Proficient in English and Bahasa Malaysia
5. Preferably Executive/Assistant specializing in Food/Beverage/Restaurant Service or equivalent.

CORE COMPETENCIES

• Written and verbal communication.
• Decision-making.
• Interpersonal skills.
• Adaptability.
• Time management.
• Conflict resolution.
• Cooperation.
• Mentorship.
• Positivity
• Willingness to learn.
• Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems. 
• Ability to work under pressure and deal with stressful situations during busy periods.
• Ability to accomplish necessary tasks on a computer.
• Knowledge of food and beverage operations and products, advance drink service and supervisory knowledge.

Skills