Outlet Manager

Our Outlet Manager is responsible for the day-to-day outlet operation including leading, coaching, and mentoring Bar & service team members. This newly created role will be responsible for pre-opening set up of the new Mediterranean outlet, “The Vine Room” consisting of Bar, Restaurant and poolside operations which encompasses training team members ahead of the outlet’s launch and managing daily operations thereafter. A primary focus of the role will be to drive revenue and profit through marketing initiatives, control procedures, and managing the Outlet under Hilton’s brand standards, policies, and procedures. You’ll be expected to know your profession and deliver it in style!

Hotel Strategy & Management

• Assist in planning and implementation of the F&B yearly marketing plan including follow-ups for particular activities.
• Monitor and review all costs for the department, particularly reviewing payroll costs and beverage costs. Implement initiatives as required to ensure these costs are within budget.
• Oversee monthly stock takes.
• Assist in maximizing the revenue potential of the Outlet (driving revenue-generating initiatives working in conjunction with the Hotel’s Sales and Marketing team and regularly engaging with suppliers to initiate new promotions).
• Responsible for managing Beverage inventory system including participation in monthly stocktakes of beverage stock.
• Assist with Workforce Dimension procedures for the Outlet operation and approve all timecards prior to the end of each pay period.
• Ensure information systems are being used to maximum efficiency, within hotel operating guidelines. This includes point-of-sale systems.
• Ensure that the appearance and condition of the outlet is constantly at its best (including Poolside). Monitor daily and ensure that housekeeping or engineering requirements are managed as timely and cost-effectively as possible.
• All menus are to be costed and approved by the Front of House Manager/Operations Manager before going live.
• Monitor and participate in service as necessary.
• Work in collaboration with other departments and assist with activities as appropriate.
• Ensure outlet’s team are fully trained and committed to upselling with guests winning service.
• Implement incentive programs with the intended aim of maximizing profitability.
• Monitor and complete returns for incentive programs as directed by the Front of House Manager/Operations Manager and Finance Manager.
  
  
  

Customer Experience

• Ensure our guest’s expectations are surpassed on every occasion and should we fall short of achieving this, ensure that the guest has been contacted and a satisfactory outcome is reached.
• To measure, record, and ensure guests receive their orders promptly and in line with our standard ticket times.
• Review and communicate Stay Experience Platform and Quality Assurance results to your team members, and actively develop strategies to keep our Stay Experience Platform scores above the benchmark.
• Assist with greeting, seating, serving, and farewelling guests and support other team members in carrying out their duties when required, ultimately ensuring guest satisfaction has been met/surpassed.
• Report any guest comments from the shift and general comments on the running of the shift in the Daily Log, ensuring financial results are accurately recorded.
• Ensure a consistently high standard of grooming and presentation is maintained by all team members.
• Manage customer complaints and feedback effectively, and use this to develop long-term improvements in products and services.
• Ensure the smooth and hassle-free running of various serving periods.
• To assist in the delivery of service, ensuring all guests receive their requirements promptly, according to Hilton Brand Standards.
• To ensure all customer inquiries and requests are handled in a polite and efficient manner.
• Maintain a high level of product, hotel, and local area knowledge amongst all team members of the outlet.
• Know who our customers are, build appropriate rapport and provide them with the products and services that meet their requirements.
• Assist the hotel wherever possible to attain the maximum possible scores in the Stay Experience Platform and other guest feedback channels, Investigate and report on all relevant Stay Experience Platform feedback, providing suggestions and training where required.
  
  
  

Team Experience

• Work with HR to manage the recruitment of new team members using the recruitment system Taleo.
• Ensure all colleagues are inducted and trained as per Hilton’s Brand Standards.
• Implement a full training plan to develop all personnel to their full potential.
• Ensure the job skills checklists are followed for all new F&B team members.
• Ensure training records are submitted to HR, kept updated and training completed within required timeframes.
• Lead from the front set a great example to your team and inspire excellence in performance.
• Ensure Team are trained with an aim of delivering Hilton’s mission and Customer Promise.
• Ensure employees are well managed by having clear and personalized objectives and receiving exceptional training.
• Actively develop team members’ skills to full potential and performance through coaching and training.
• Review performance on a regular and consistent basis; ensure pulse checks, annual & mid-year performance reviews and career conversations all take place during the required time frame.
• Have effective succession planning in place.
• Ensures that work schedules/ rosters are written according to hotel needs and compliance with the Hospitality Industry General Award (HIGA).
• Assist the Front of House/Operations Manager to deal effectively with instances of poor performance in liaison with the HR team.
• Create and implement action plans to respond to address feedback from Team Members.
• Ensure regular communication meetings are held and all relevant team members attend.
• Ensure communication between the F&B Outlets and all other areas of the hotel is professional, efficient, and thorough.
• Effectively manage the team's leave balances including annual leave & time in lieu owed.
• Ensure grooming within the department is in line with the hotel policy.
• Actively communicate and encourage the importance of our CARE culture and share the stories within the hotel and department.
  
  
  

Quality & Standards

• Oversee all Outlet operations, including Poolside (being present during key periods) ensuring all guests receive their requirements promptly, according to Hilton Brand Standards.
• Maintain the cleanliness and general upkeep, ensuring all areas (front and back of house) are hygienic and meet the WH&S criteria.
• Ensure operation is in line with hotel standards of HACCP program (Hazard, Analysis, Critical Control Point).
• Ensure that the recording of the required HACCP tracking sheet is performed as per hotel standards.
• Maintain accuracy of recording procedures.
• Initiate and conduct regular product knowledge sessions for all Outlet team members with particular emphasis on up-selling.
• Review, maintain and implement systems and procedures as directed.
• Ensure daily shift handovers are conducted professionally and constructively.
• Regularly check duty shifts checklists to ensure tasks are completed.
• Be fully conversant with the hotel security, emergency, and evacuation procedures and ensure all personnel are completely trained in such procedures and regularly participate in emergency procedure checks and drills.
• Work at all times within HR Best practices and the HILTON values.
• Ensure that daily/weekly/monthly checklists cleaning checklists are completed as required.
• Ensure shift briefings are conducted, sections are allocated, where applicable, and that duties have been assigned to the F&B attendants, ensuring the highest standards of service and cleanliness are understood and actively followed at all times.
• Attend Operational briefings and meetings as required.
• Ensure completion of assigned tasks in a timely manner.
• Adhere to set timeframes as reasonably possible.
• All F&B positions require to possess a valid Responsible Service of Alcohol certificate
  
  
  

Workplace Health & Safety (WHS)

• Provide the necessary leadership to ensure the WHS procedures are carried out at all times and to the stated standard.
• Take the necessary management actions and make decisions, consistent with the intention of the WHS policy.
• Develop and implement plans, procedures, and actions to ensure WHS policy objectives and targets are met.
• Ensure that minimum standards are established and maintained for plant, materials, equipment, product, buildings and Team member work activities.
• Manage workplace injuries following the Return to Work (RTW) policy and procedures, ensuring injured workers are effectively managed and an early return to the workplace is achieved.
• Undertake workplace risk assessments in consultation with team members.
• Ensure identified hazards are controlled following an established hierarchy of control.
• Ensure control actions are implemented promptly.
• Ensure sufficient and suitable personal protective equipment is provided, suitably maintained and correctly used when required.
• Monitor contractor WHS performance in area of responsibility.
• Take any other such activity that is necessary to guarantee the integrity of the WHS systems manual and its requirements.
• Carry out workplace inspections, identifying potential or current hazards and ensure corrective actions are taken.
• Will be held personally accountable for the health & safety of their area of responsibility, including the degree of information, instruction, training and supervision given to personnel under their control.
  
  
  

Previous managerial experience and pre-opening experience (beneficial).

Work Locations

DoubleTree by Hilton Cairns

Schedule

Full-time

Brand

Doubletree by Hilton

Job

Bars and Restaurants