Assistant Outlet Manager - Kiri (Pre-Opening) - Conrad Kuala Lumpur

Job Description

The Assistant Outlet Manager - Kiri assists the management of the Restaurant, in line with prescribed Hilton policies and procedures.

Responsibilities

As the Assistant Outlet Manager - Kiri, you will be responsible for in the daily operation of Kiri Lounge to the highest standards, ensuring an elegant and memorable guest experience from afternoon tea through to evening Japanese-inspired cocktails.

• Maintain a high customer service focus, always keeping guests’ needs and expectations in mind.
• Create a warm, refined and personalized guest experience that reflects the unique Japanese-inspired concept of Kiri Lounge.
• Proactively anticipate guest needs and provide attentive service before guests need to ask.
• Actively seek guest feedback and take appropriate action to enhance customer satisfaction.
• Handle guest complaints and comments positively, ensuring appropriate follow-up and feedback to the Outlet Manager.
• Ensure all guest requests and queries are responded to promptly and effectively, particularly during peak service periods.
• Ensure consistent delivery of service standards in accordance with Hilton standards, Guest Satisfaction Manual and Standard Operating Procedures.
• Maintain detailed knowledge of Kiri Lounge’s afternoon tea, food, tea selections, cocktails and beverage offerings, and ensure the team is confident in product recommendations.
• Ensure the day-to-night transition of Kiri Lounge is seamless, maintaining the required service style, ambience and presentation for each service period.
• Ensure regular training and coaching is conducted on service standards, product knowledge, upselling and guest engagement.
• Monitor service standards through regular floor observations and standards checks.
• Prepare rosters and job schedules according to occupancy, business levels, events, promotions and operational requirements.
• Manage the daily operation of Kiri Lounge and actively participate in service during busy periods when required.
• Conduct pre-shift briefings, handovers and post-service reviews to ensure effective communication and smooth operations.
• Maintain good communication and coordination with the Kitchen, Bar, Front Office, Housekeeping, Engineering, Events and other relevant departments.
• Work closely with Front Office and Groups & Tours teams to maximize in-house and group business for Kiri Lounge.
• Identify and communicate potential sales opportunities and promote a culture of “everyone sells.”
• Monitor upselling and cross-selling opportunities, including premium beverages, cocktails, afternoon tea enhancements and other suitable offerings.
• Assist the Outlet Manager with events, promotions, seasonal offerings and related marketing materials.
• Assist with inventory management, stock ordering, stock control and monitoring of wastage and operating costs.
• Follow company control procedures and assist in monitoring departmental financial performance and variances.
• Assist with recruitment, selection, orientation, training, coaching and development of team members.
• Ensure the team is kept informed of hotel activities, promotions, special events and operational updates.
• Ensure the health, safety and wellbeing of guests and team members and maintain compliance with hygiene, safety and company policies.
• Contribute ideas to improve guest experience, operational efficiency and sustainability within Kiri Lounge.
• Maintain accurate departmental records, event histories and documentation.
• Carry out any other reasonable duties and responsibilities as assigned by the Outlet Manager or Management.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

Qualifications

An Assistant 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 in a managerial position in a luxury hotel or international chain hotel.
• Good English skills, both written and verbal to meet business needs.
• Familiar with computer systems and 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.