Job Description

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

• Take overall responsibility for the day-to-day operation of the Tiga Restaurant across breakfast, lunch, dinner, and special events, ensuring smooth and efficient operations at all times.
• Plan, prioritize, organize, and control the daily operation in accordance with business levels, hotel occupancy, expected covers, groups, promotions, and special events.
• Ensure the restaurant is fully prepared and ready before each meal period, including mise en place, table settings, buffet setup, service stations, cleanliness, ambience, and overall presentation.
• Maintain a strong management presence on the floor during service periods, particularly during peak breakfast, lunch, and dinner operations.
• Monitor guest flow, seating allocation, waiting times, table turnover, and restaurant capacity to ensure efficient operations without compromising guest satisfaction.
• Ensure effective opening, service, handover, and closing procedures are consistently followed for each meal period.
• Conduct regular floor walks and operational checks throughout service to identify and resolve issues before they impact the guest experience.
• Take particular ownership of the breakfast operation, especially during high occupancy and peak breakfast periods, ensuring adequate manpower, smooth guest flow, and consistent service standards.
• Review hotel occupancy, expected breakfast covers, VIPs, groups, tour groups, early departures, and special requirements in advance to ensure the outlet is adequately prepared.
• Ensure the buffet is consistently well-presented, clean, fully replenished, correctly labelled, and maintained in accordance with Hilton standards and food safety requirements.
• Work closely with the Kitchen team to monitor buffet availability, replenishment, food presentation, menu changes, and high-demand items throughout each service period.
• Monitor beverage stations, including coffee, tea, juices, water, and other offerings, ensuring adequate availability and presentation throughout service.
• Monitor food wastage and consumption levels and work with the Kitchen team to improve buffet efficiency without compromising guest satisfaction.
• Ensure special breakfast arrangements, including early breakfast, takeaway or packed breakfast, group breakfast, and other guest requirements, are effectively coordinated where applicable.
• Maintain a high customer service focus and create an environment where the team is committed to “creating that special experience” for every guest.
• Proactively engage with guests during breakfast, lunch, and dinner to obtain feedback, identify preferences, and anticipate their needs.
• Ensure all guest requests, queries, and complaints are handled promptly and effectively, with appropriate service recovery and follow-up.
• Pay particular attention to VIPs, families, groups, elderly guests, and guests with special dietary requirements.
• Ensure food allergies, dietary restrictions, and special meal requests are communicated accurately and promptly to the Kitchen team.
• Monitor guest feedback, satisfaction scores, and comments relating to the Tiga Restaurant and implement appropriate action plans to address recurring issues.
• Develop a culture where team members are encouraged to anticipate guest needs and resolve service issues proactively before they escalate.
• Coordinate closely with Front Office and Groups & Tours regarding hotel occupancy, VIP arrivals, group movements, tour groups, special events, and expected meal volumes.
• Establish strong communication with the Kitchen and Stewarding teams to ensure smooth coordination before, during, and after each service period.
• Coordinate with Engineering and Housekeeping to ensure maintenance, cleanliness, equipment, and restaurant presentation issues are followed up promptly.
• Ensure adequate crockery, cutlery, glassware, buffet equipment, operating supplies, and other resources are available for each service period.
• Prepare and manage rosters and job schedules according to forecasted business levels and operational requirements.
• Conduct effective pre-shift briefings covering occupancy, expected covers, VIPs, groups, promotions, menu information, special requests, and the service focus for the day.
• Assign and delegate duties effectively according to the operational requirements and capabilities of team members.
• Coach and develop team members during live operations, providing immediate feedback to improve service delivery and performance.
• Ensure team members are knowledgeable about All Day Dining service standards, buffet items, menu ingredients, allergens, dietary requirements, beverages, promotions, and guest engagement.
• Cross-train team members across different restaurant functions to ensure flexibility and operational continuity during busy periods.
• Monitor team performance against Hilton standards and ensure regular standards training and assessments are conducted.
• Seek and maximize revenue opportunities within the Tiga Restaurant through effective upselling, cross-selling, promotions, themed dining, and special events.
• Monitor outlet performance, including covers, average check, revenue, business levels, and other relevant financial and operational indicators.
• Work closely with the Director of Food & Beverage, Assistant Director of Food & Beverage and relevant departments to develop and implement promotions that drive restaurant revenue and guest engagement.
• Monitor food and beverage costs, wastage, breakages, complimentary items, and operating supplies, taking corrective action where necessary.
• Forecast potential revenue, covers, manpower, and costs based on hotel occupancy, business trends, group movements, and upcoming events.
• Analyse operational and financial variances and assist the Director of Food & Beverage, Assistant Director of Food & Beverage in implementing corrective actions.
• Ensure all Hilton service standards, Guest Satisfaction Manual requirements, Standard Operating Procedures, food safety, hygiene, health and safety requirements are consistently maintained within the outlet.
• Conduct regular checks of guest areas, buffet stations, service stations, equipment, and back-of-house areas to ensure required standards are maintained.
• Ensure safe and hygienic working practices are consistently followed by all team members.
• Ensure all team members receive appropriate training on hygiene, food safety, allergens, health and safety, and outlet-specific operating procedures.
• Take immediate corrective action on any service, hygiene, food safety, safety, or maintenance issues that may affect guests or team members.
• Review the performance of each meal period and identify opportunities to improve service efficiency, guest flow, buffet presentation, manpower deployment, and overall guest experience.
• Participate in menu reviews with the Director of Food & Beverage, Assistant Director of Food & Beverage and Executive Chef, taking into consideration guest feedback, market trends, occupancy patterns, sales performance, and food cost.
• Maintain event, group, and function histories to support repeat business and future operational planning.
• Contribute ideas and recommendations to continuously improve the Tiga concept, service delivery, operational efficiency, and revenue performance.

An Outlet Manager - Tiga 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 chain 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.
• Outgoing personality and willing to work for long hours.