Outlet Manager

Position Overview

The Outlet Manager oversees all operational aspects of the outlet adhering strictly to the hotel's standards. They establish and sustain a management and service philosophy guiding the team to deliver exceptional service.

Key Responsibilities

• Maintain comprehensive understanding and adherence to all departmental policies, service procedures, and standards.
• Ensure daily maintenance of superior service levels.
• Be knowledgeable about:
  • Non-alcoholic beverage brands served.
  • Characteristics and descriptions of all wines/champagnes by the glass and major wine list entries.
  • Appropriate glassware and garnishing for drinks.
  • Menu items, including preparation methods, cooking times, ingredients, sauces, portion sizes, garnishes, presentation, and pricing.
  • Daily specials and items excluded from the menu.
  • Dining area configuration, table/station layout, capacity, hours of operation, pricing, and dress code.
  • Point of Sale (P.O.S.) and manual procedures.
  • Daily occupancy and VIP arrivals/departures.
  • Scheduled group events and locations.
  • Proper care and use of equipment.
  • All departmental policies and service procedures.
  • Seven Rooms reservation system.
  • Costing and BirchStreet system for purchasing.
  • Oasys payroll system.
• Inspect storage for appropriate stock levels, organization, and cleanliness; direct staff to correct any issues.
• Set supply par levels and complete requisitions to maintain adequate inventory.
• Request linens needed and coordinate staff transport of supplies.
• Collaborate with Chef on daily specials and 86 items, keeping staff informed.
• Regularly coordinate with Front Desk on occupancy and arrivals.
• Review previous day sales, address accounting discrepancies, and monitor revenue against budget.
• Create and adjust weekly staff schedules based on labor forecasts and operational requirements.
• Ensure staff adherence to schedules, document tardiness or absences, and coordinate breaks.
• Assign tasks and side duties per department guidelines and communicate changes as necessary.
• Oversee station preparation, ensuring compliance with standards.
• Conduct pre-shift briefings and post-shift debriefings.
• Monitor staff grooming and attire, correcting deviations.
• Verify readiness of materials and equipment before service; address deficiencies.
• Continuously supervise staff performance to maintain standards, addressing issues promptly.
• Inspect table settings and restaurant cleanliness, resolving deficiencies through designated staff.
• Maintain cleanliness and stock at Hostess Desk.
• Manage Seven Rooms reservations, table pre-assignments, and special requests.
• Ensure availability and good condition of food and beverage menus for each service period.
• Keep pick-up and side stations clean, supplied, and organized.
• Assist Hostess with guest greeting and seating procedures.
• Make sure tables are optimally prepared for guest service.
• Plan for peak business times, organizing procedures to manage extended wait times.
• Anticipate and respond promptly to guest needs, fostering positive guest relations.
• Stay informed about hotel services and local attractions to address guest inquiries effectively.
• Address guest complaints ensuring satisfaction.
• Monitor guest feedback and collaborate with service staff to maintain satisfaction.
• Verify timely order delivery.
• Ensure tables are cleared and reset as per protocol.
• Maintain cleanliness and functionality of equipment, supplies, and work areas.
• Support associates in their roles to optimize guest service.
• Respond to outlet phone calls promptly with proper telephone etiquette.
• Operate P.O.S. system functions as assigned.
• Manage void checks and assist with payment processing adhering to accounting procedures.
• Issue manual checks when system is down, ensuring accountability.
• Run system reports, ensuring server check closures before staff sign-out.
• Confirm completion of closing duties before staff sign-out.
• Conduct comprehensive one-week training for new hires and ongoing training for current staff.
• Provide performance feedback and manage disciplinary actions according to hotel standards.
• Promote a cooperative work environment to maximize productivity and morale.
• Prepare and submit payroll and tip distribution documentation.
• Complete maintenance work orders and coordinate urgent repairs with Engineering.
• Maintain logs and complete administrative duties per department standards.
• Review assignments and pending actions with supervisory staff.
• Exhibit courteous, friendly behaviour when interacting with guests and colleagues.
• Ensure compliance with brand and LQA standards, supporting supervisors to maintain Forbes and LQA quality benchmarks.
• Represent the brand consistently by applying brand standards.

Occupational Safety and Health Responsibilities

• Exercise reasonable care for personal and others' health and safety while at work.
• Comply fully with the hotel's safety and health policies.
• Report hazards, incidents, and work-related injuries promptly to the manager.
• Avoid misuse or interference with safety equipment and procedures.
• Participate in safety planning, training, and implementation activities.

Accountability

• Take responsibility for adherence to company safety policies, operational instructions, and applicable legislation.
• Be accountable for own health and safety and that of others affected in the workplace.
• Report matters related to safety to management as required.

Qualifications

• Experience: At least three years as Assistant Restaurant Manager or Captain, ideally within luxury or ultra-luxury hospitality.
• Education: High school graduate with some college education.
• General skills: Able to perform with precision, prioritize tasks, organize effectively, think clearly, stay calm, resolve problems sensibly, follow directions, understand guest service needs, work cooperatively, operate independently, and maintain confidentiality.
• Technical skills: Familiarity with food service styles such as French, Russian, Tableside Flambé, and Butler service; proficiency in English communication; basic math skills; and knowledge of food and beverage cost control.
• Language: Required fluency in English (reading, writing, speaking); additional language skills preferred.
• Physical requirements: Ability to engage in physical activities, including reaching, standing for periods, and effective communication with guests and coworkers.