Job Description

As an Outlet Assistant Manager you are responsible for managing assigned outlet daily operations, to deliver an excellent guest experience and follow Hilton standards.

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

• Train and the develop Team Members

• Allocate work duties to Team Members

• Have a good understanding and ensure the team understanding of the Hotel’s emergency procedures, Hotel security, fire regulations and all health and safety legislation and ensure implementation of those related to your department;

• Have knowledge of the department procedures and standards; ensure the implementation all department procedures and standards.

• Have knowledge of the hotel, its services, and facilities

• Handle equipment, tools, keys and supplies in proper way, kept in good working condition, regularly inspected, following instructions as directed, and ensure the team does the same.

• Report maintenance deficiencies and items in need of repair and follow up to make it done

• Report hazard issues and follow up to make it done

• Carry out lost and found procedures

• Ensure the standards of cleanliness and orderliness of all working areas

• Be environmentally aware

• Handle guest inquiries, requests and resolves guest complaints using MIR (Make It Right).

• Ensure an exceptional level of customer service delivery at all times by providing personal assistance to the guests with a professional, pleasant and positive manner at all times.

• Be proactive and observant in service to identify guest needs before being asked.

• Practice Hilton grooming standards including uniform dress code, cleanliness and personal hygiene

• Manage Guest requests in a timely and efficient manner

• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

• Maintain good relationship with your colleagues, Assistant Managers and other department

• Assist other departments wherever necessary and maintain good working relationships

• Attend training and meetings when required.

• Carry out any other reasonable task set by the Hotel's Management

• Manage master keys in his/her possession

• Engage in providing service and an overall F&B experience to guests.

• Assume full responsibility for outlet performance in the absence of the Outlet Manager or Assistant Outlet Manager.

• Manage outlet operations on daily basis ensuring an effective and positive working environment at all times.

• Ensure outlet setup and ambience following concept guidelines.

• Be responsible for outlet orderliness and cleanliness both front and back of house.

• Monitor the outlets’ mise-en-place process following opening and closing checklists.

• Handle guest inquiries, notice comments or complaints and report accordingly.

• Be part of an effective communicating network within the team, between outlets and with other departments. To foresee any operational needs by attending meetings, conducting team briefings and passing information in time to the team.

• Strictly control the proper usage, storage and inventory of all operating equipment and ensure the outlet is adequately equipped.

• Serve as a role model for the team as a reflection of Hilton standards and a Blue Energy mindset. Utilize interpersonal and communication skills to lead, influence, and encourage others.

• Monitor cashiers and be able to perform cashier functions when required, including managing cash flows and submission of required financial reports.

• Drive sales to maximize budgeted revenue by taking part in creating promotional activities, by being a role model in perfecting own salesmanship and by driving team members with upselling training and incentive activities.

• Support other F&B operations outside of assigned outlet when required.

• Undertake any reasonable additional tasks as assigned by the Food and Beverage Operations Manager to ensure the overall success of F&B department.

• Positive attitude

• Good communication skills, fluent in Vietnamese and English

• Committed to delivering high levels of Guest service

• Excellent grooming standards

• Ability to work with ownership as well within a team

• Flexible and reliable

• Excellent attention to details

• A passion for being on a winning team

• A passion for delivering exceptional levels of Guest service

• Strong work ethic

• Ability to work under pressure

• Flexibility to work late shifts

• Methodical and well organized

• Excellent leadership, interpersonal and communication skills

• Strong organizational, planning and analytic skills

• Proficiency preferred with computers and computer programs, including Microsoft Office

• Accountable and resilient

• Experience in working with operation reports, POS system and cashier reports.

• Ability to adapt, comply and provide trainings of Food and Beverage brand standards.

• Ability to supervise, develop and guide a team of different positions.

• Flexibility to respond to a range of different work situations.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Hotel experience

• Familiar with Property Management Systems

• Experience in a similar position

• Fluency in other languages, Chinese, Korean, Japanese are preferable