Job Description

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You will supervise and guide your team members closely, ensuring the service sequence is flawless and goes beyond guest expectations. As a Supervisor, you’re not just creating unforgettable dining moments – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

As an outlet Supervisor, you will be responsible for performing the following tasks to the highest standards:

• Maintain a high customer service focus by approaching your job with the customers always in mind.

• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.

• Contribute ideas and suggestions 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.

• Confidently know the food and beverage menu contents and explain them in detail to guests.

• Understand dietary requirements and offer appropriate suggestions.

• In consultation with the Manager, agree and implement actions to make improvements to customer service.

• Complete the checklist in product knowledge.

• Make suggestions on the menu that might suit guests of different nationalities.

• Familiarize with menu items of all other outlets to recommend guests to other outlets.

• Confidently know the opening hours of all restaurants and hotel outlets.

• Be able to recommend other restaurants and city attractions to hotel guests.

• Actively check team members’ product knowledge on each shift.

• Undertake steps / processes to ensure that all areas of the restaurant are set to the standards required for breakfast, lunch and dinner, including the checking of the cashier desk set-up and communicating with the Chefs on any details for the shift and number of reservations for the day.

• Check reservations for the day, ensuring that the restaurant and team members have tables ready and large bookings have been confirmed by phone.

• Assist managers and kitchen team members where required and carry out any reasonable duties requested by the Manager.

• Ensure that all team members are briefed for the details of the shift ahead.

• Complete the checklist on preparing the restaurant for service.

• Greet guests with a smile, offer assistance with coats, bags, etc., and introduce yourself.

• Escort guests to a table and ensure that their preference and request are acknowledged.

• Follow-up on any guest questions or queries immediately and if you don’t have the answer, check with your manager.

• Ensure that all service procedures are carried out to the standards required.

• Make sure that all areas are cleaned and maintained in accordance with operating procedure.

• Supervise the restaurant roster on a daily basis and ensure it is in line with the changing business levels, making any changes in order to achieve the F&B team service standards and budget goals.

• Control the allocated labour for each shift to ensure that customer expectations are met whilst achieving the desired labour cost.

• Assist restaurant managers with training all team members for the ‘induction training’ and ‘on the job training’.

• Offer team members constructive feedback about their performance after every shift in an aim to develop their skills and confidence.

• Provide leadership and direction for all team members while on duty by offering professional skills and leading by example.

• Ensure that the shift is reviewed, handovers and briefings are carried out.

• Carry out any other reasonable duties and responsibilities as assigned.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality Acting with Integrity and always doing the right thing. Inspiring others through Leadership A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Relevant experience in a Senior Captain, Supervisor, or similar role within a restaurant or food and beverage environment is preferred.
• Relevant hospitality qualifications or equivalent work experience are preferred.
• Ability to communicate effectively in English, both verbally and in writing, to support guest service and workplace communication.
• Demonstrates initiative, a positive attitude, and a willingness to learn and continuously develop new skills and knowledge.
• Ability to adapt to changing operational requirements and perform assigned duties in a dynamic environment.
• Ability to work collaboratively with colleagues and contribute to achieving team goals.
• Good knowledge of food and beverage preparation, beverage service, and responsible alcohol service.
• Ability to learn, remember, and confidently recommend menu items to guests.
• Strong interpersonal, communication, and guest service skills.
• Ability to work rotating shifts, including evenings, weekends, and public holidays, based on operational requirements.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.