Restaurant Manager

2 weeks ago

Manukau, Auckland, New Zealand Hilton 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 Outlet Manager is concerned with the strategic management of the Restaurant, in line with prescribed Hilton policies and procedures.


What will I be doing?


As the Restaurant Manager, you will be looking after breakfast, lunch and dinner operations for FISH, Hilton Auckland's restaurant with stunning views over the Waitemata Harbour.

You'll be responsible for performing the following tasks to the highest standards:

  • Maintain a high customer service focus by approaching your job with the guest always in mind.
  • Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
  • Take necessary action to enhance operational / environmental procedures in the hotel.
  • Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
  • Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
  • Create an environment where everyone in the department is focus on "creating that special experience" to deliver exceptional customer service.
  • Actively seek verbal feedback from customers and team members at each service period.
  • Agree on and implement actions to make improvements to customer service.
  • Positively deal with and learn from customer complaints and comments with followup and feedback to the Food & Beverage Services Manager.
  • Make sure all customers' requests and queries are responded to promptly and effectively while assisting on the floor during meal periods each day.
  • Be available to assist on duty in the restaurant, bar and event spaces during any busy days or special events.
  • Be proactive towards guests, assisting them with any reasonable requests, and training all team member to see these things before the guests ask.
  • Ensure all standards for service delivery as identified in the Guest Satisfaction Manual and the Standard Operating Procedures Manual are consistently delivered throughout the department.
  • Knowledgeable of Hilton departmental standards.
  • Able to explain the standards to the team and Managers, assessing team members against these standards.
  • Ensure that training on departmental standards is regularly conducted in the outlets.
  • Monitor standards through regular standards review checks.
  • Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
  • Implement and followthrough with improvements identified.
  • Plan, prioritize, organize and control the daytoday operation.
  • Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions, etc. ).
  • Communicate effectively with the Front Office and Groups & Tours teams to maximize inhouse and group business for the restaurant, ensuring direct liaison with Group Leaders upon arrival.
  • Describe, assign and delegate duties and authority for the operation of the restaurant at all times.
  • Understand the situation in other departments and their implications for your own department.
  • Plan ahead and ensure adequate resources are available.
  • Manage the departmental operation and taking action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
  • Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followedup with and procedures are maintained.
  • Ensure that the shift is reviewed, and handovers and briefings are carried out.
  • Maintain indepth technical knowledge and skills required for the job.
  • Establish good communication with the Kitchen team.
  • Maintain event and function histories to assist with returning events.
  • Participate in future menu changes with the Food & Beverage Services Manager and the Executive Chef, taking into consideration new F&B trends, market demands and sales achievements.
  • Attend and participate in regular F&B operational and roster meetings.
  • Understand the goals of the hotel and the department's role in achieving it, communicating goals and clear direction to the team.
  • Set and agree to departmental objectives for self and te

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