About this role
As the Outlet Manager, you will be responsible for performing the following tasks to the highest standards:
• Lead and manage the daily operation of In-Room Dining to ensure smooth, efficient, and profitable operations.
• Maintain a strong guest service focus and ensure all guest requests, enquiries, and special requirements are handled promptly and professionally.
• Ensure all In-Room Dining orders are accurately taken, prepared, delivered, and cleared within the established service standards and required timeframes.
• Monitor the quality, presentation, temperature, accuracy, and completeness of food and beverages before delivery to guest rooms.
• Ensure trays, trolleys, table settings, amenities, and presentation standards consistently meet hotel requirements.
• Maintain guest privacy and discretion when delivering and servicing guest rooms.
• Coordinate closely with the Kitchen, Front Office, Housekeeping, Stewarding, and other relevant departments to ensure seamless service.
• Monitor guest feedback, complaints, and satisfaction, taking appropriate action and following up to ensure positive resolution.
• Conduct regular briefings and ensure team members are kept informed of hotel activities, occupancy, VIP guests, special requests, promotions, and operational updates.
• Plan and manage staffing, rosters, schedules, and resources according to occupancy, business levels, and events.
• Train, coach, and develop team members to ensure consistent service delivery, product knowledge, grooming, and professional standards.
• Ensure Hilton Brand and Service Delivery Standards, SOPs, hygiene, food safety, health, and safety requirements are consistently followed.
• Maximise revenue opportunities through appropriate upselling and cross-selling of food, beverages, and other hotel services.
• Monitor departmental revenue, food and beverage costs, labour costs, wastage, and other operating expenses to achieve financial targets.
• Assist with inventory, stock ordering, stock control, and maintaining appropriate levels of operating supplies and equipment.
• Monitor and maintain all In-Room Dining equipment, service areas, and storage areas in a clean, safe, and organised condition.
• Review operational performance and implement action plans to address service gaps, guest feedback, and areas for improvement.
• Prepare and submit operational and financial reports as required by the Food & Beverage Manager.
• Promote a positive team culture and encourage team members to take ownership of the guest experience.
• Carry out any other reasonable duties and responsibilities as assigned by the Management.
An Outlet Manager 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 hotels.
• 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.