Job Description

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

• Maintain a strong customer service focus, ensuring guests receive warm, attentive, and personalized service throughout their visit.
• Create an environment focused on “creating that special experience”, reflecting the elegance and character of Kiri Lounge.
• Deliver a high standard of Japanese-inspired hospitality and attention to detail throughout the guest journey.
• Be visible and actively involved on the floor during afternoon tea, evening service, peak periods, and special events.
• Proactively anticipate guest needs and train team members to recognize opportunities to assist guests before they ask.
• Actively seek feedback from guests and team members and implement improvements to enhance the overall guest experience.
• Handle guest feedback and complaints professionally, ensuring prompt resolution and appropriate follow-up.
• Ensure VIP guests, regular guests, celebrations, and special occasions receive appropriate attention and personalized service.
• Ensure the ambience, music, lighting, table presentation, cleanliness, and overall atmosphere of the lounge consistently reflect the Kiri Lounge concept.
• Plan, prioritize, organize, and control the day-to-day operation of Kiri Lounge.
• Prepare staff rosters and job schedules based on business levels, occupancy, reservations, events, promotions, and expected guest demand.
• Plan ahead and ensure adequate manpower, equipment, tableware, glassware, beverages, and operational resources are available.
• Assign and delegate duties effectively to ensure smooth operation throughout each service period.
• Conduct pre-shift briefings covering reservations, VIPs, special occasions, promotions, menu updates, and service priorities.
• Ensure effective shift handovers and clear communication between all team members.
• Actively participate in service and provide operational support during busy periods and special events.
• Maintain the cleanliness, presentation, and readiness of the lounge, bar, afternoon tea area, guest seating areas, and service stations.
• Coordinate with Housekeeping, Engineering, Stewarding, Security, and other departments to ensure operational and maintenance requirements are followed up promptly.
• Maintain event and function histories to support repeat business and future bookings.
• Maintain in-depth knowledge of Kiri Lounge’s afternoon tea offerings, Japanese-inspired cocktails, beverages, signature drinks, and other menu items.
• Ensure team members are confident in explaining ingredients, presentation, preparation methods, flavours, and recommended pairings to guests.
• Work closely with the Bar and Kitchen/Pastry teams to ensure smooth coordination and consistent product delivery.
• Ensure appropriate communication of guest allergies, dietary requirements, special requests, and celebrations.
• Monitor the quality, presentation, consistency, and timely delivery of afternoon tea and beverage offerings.
• Work with the Director of Food & Beverage Manager & Assistant Director of Food & Beverage and relevant culinary and beverage teams on menu changes, seasonal offerings, promotions, and new concepts.
• Stay informed of beverage and afternoon tea trends and contribute ideas to enhance the lounge experience.
• Lead, motivate, coach, and develop the Kiri Lounge team to achieve high standards of service and performance.
• Ensure team members understand their roles, responsibilities, service standards, and operational procedures.
• Conduct regular training on service standards, product knowledge, afternoon tea, beverage knowledge, Japanese-inspired hospitality, upselling, hygiene, and safety.
• Monitor team performance and provide regular coaching and constructive feedback.
• Assist with recruitment, selection, onboarding, orientation, and development of team members.
• Maintain an updated outlet orientation and training program.
• Create a positive working environment that encourages teamwork, communication, accountability, and initiative.
• Keep the team informed of lounge activities, promotions, events, and hotel developments.
• Seek and maximize opportunities to increase Kiri Lounge revenue while maintaining the quality of the guest experience.
• Create an environment where “everyone sells”, encouraging the team to confidently recommend premium beverages, signature cocktails, afternoon tea, desserts, and other suitable offerings.
• Monitor upselling and cross-selling practices and provide coaching where required.
• Identify opportunities to generate revenue through afternoon tea bookings, celebrations, private/semi-private gatherings, corporate events, group bookings, and special promotions.
• Work closely with Sales, Events, Front Office, and other hotel departments to maximize in-house and external business.
• Assist in developing and implementing seasonal promotions, beverage campaigns, afternoon tea promotions, and special events.
• Assist with the preparation of promotional materials and event brochures.
• Supervise the financial performance of Kiri Lounge in line with the agreed business and profit objectives.
• Monitor sales, covers, average spend, beverage performance, labour costs, and other key financial indicators.
• Assist with revenue forecasting and departmental financial planning.
• Control operating costs without compromising product quality, service standards, or guest satisfaction.
• Monitor beverage and food wastage and implement appropriate cost-control measures.
• Assist with inventory management, stock ordering, receiving, storage, and stock control.
• Complete financial and operational reports as required by the Food & Beverage Manager.
• Monitor and analyse financial variances and take appropriate corrective action.
• Ensure the health, safety, and wellbeing of guests and team members.
• Ensure compliance with food safety, hygiene, health & safety, and company policies.
• Ensure safe working practices are followed, particularly in bar operations and when handling glassware, equipment, hot beverages, and other operational hazards.
• Ensure regular hygiene and safety training is conducted.
• Monitor cleanliness, sanitation, food handling, beverage preparation, and workplace safety standards.
• Take immediate action to address unsafe conditions or practices.
• Understand the hotel’s goals and Kiri Lounge’s role in achieving them, communicating clear objectives and direction to the team.
• Attend and participate in regular F&B operational, roster, and business meetings.
• Seek opportunities to improve service, product quality, guest experience, operational efficiency, and revenue performance.
• Contribute ideas for new afternoon tea concepts, beverage offerings, promotions, events, and guest experiences.
• Represent the needs of the lounge team and communicate operational requirements to relevant departments.
• Carry out any other reasonable duties and responsibilities as assigned by Management.
• Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

An Outlet Manager - Kiri 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 managerial position in a luxury hotel or international hotel.
• Familiar with computer systems, 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.
• Thorough knowledge of restaurant operations including food, beverages, supervisory aspects,
• service techniques and guest interaction.
• Considerable skills in math and algebraic equations using percentages.
• Able to communicate in English, both verbally 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.
• Able to work under pressure and deal with stressful situations during busy periods.