With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Restaurant General Manager is responsible for managing restaurant operations to deliver an excellent Guest and Member experience while training staff and working within budgeted guidelines.
What will I be doing?
As a Restaurant General Manager, you are responsible for managing restaurant operations to deliver an excellent Guest and Member experience. A Restaurant General Manager will also be required to manage, train, and develop team members and work within all budgeted guidelines. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Maintain a high focus on customer service, always prioritizing the customers' needs.
- Take personal responsibility and initiative to address issues, effectively communicating with both customers and colleagues.
- Contribute ideas and suggestions to improve operational and environmental procedures in the hotel.
- Actively promote Hilton hotels' services and facilities to guests and suppliers.
- Perform all duties in a manner that prioritizes safety for yourself and others in the workplace.
- Create an environment where the entire department is dedicated to delivering exceptional customer service and creating memorable experiences.
- Seek verbal feedback from customers and team members after each service period.
- Agree on and implement actions to improve customer service based on feedback.
- Handle customer complaints and comments with a positive attitude, providing follow-up and feedback to the Food & Beverage Manager.
- Respond promptly and effectively to customer requests and queries while assisting on the floor during meal periods.
- Be available to assist in the restaurant and bars during busy days or special events.
- Proactively assist guests with reasonable requests and train team members to anticipate guest needs.
- Ensure consistent delivery of service standards as outlined in the Guest Satisfaction Manual and the Standard Operating Procedures Manual.
- Familiarize the team and managers with Hilton's departmental standards and assess team members against these standards.
- Conduct regular training sessions on departmental standards in the outlets.
- Monitor standards through regular review checks and develop action plans to address any deficiencies.
- Plan, prioritize, organize, and control the day-to-day operation of the restaurant.
- Prepare rosters and job schedules for team members, considering internal activities, occupancy, external events, promotions, etc.
- Maintain effective communication with the Front Office and Groups & Tours teams to maximize in-house and group business for the restaurant, including direct liaison with Group Leaders upon arrival.
- Assign duties and delegate authority for the restaurant's operation at all times.
- Understand the dynamics of other departments and their impact on your own department.
- Plan ahead and ensure adequate resources are available.
- Manage the department's operation and step in when necessary to ensure smooth functioning, participating in service duties during peak periods.
- Coordinate with the Engineering and Housekeeping departments to ensure proper cleaning procedures are followed and maintained.
- Conduct shift reviews, handovers, and briefings as required.
- Maintain in-depth technical knowledge and skills relevant to the job.
- Establish effective communication with the Kitchen team.
- Maintain event and function histories to assist with future events.
- Participate in menu changes and discussions with the Food & Beverage Manager and Executive Chef, considering new F&B trends, market demands, and sales achievements.
- Attend and actively contribute to regular F&B operational and roster meetings.
- Understand the hotel's goals and communicate them clearly to the team, providing direction and goals.
- Set departmental objectives for yourself and the team.
- Advocate for the team's needs within the hotel.
- Keep the team informed of departmental and hotel activities through regular communication meetings.
- Identify and maximize revenue opportunities for the department and the hotel.
- Stay aware of potential business highs and lows.
- Create and implement sales promotions and team member incentives.
- Assist the F&B Manager in preparing event brochures.
- Identify, communicate, and act on potential sales leads.
- Foster an environment where every team member is engaged in sales activities.
- Supervise the department's financial performance in line with the profit plan.
- Use key performance indicators and financial targets to evaluate the department's performance and plan for the future.
- Prepare regular financial and operating reports as required by the F&B Manager.
- Forecast potential revenues and costs.
- Control costs without compromising standards, following company control procedures.
- Establish and maintain leave plans for the department.
- Assist with selecting, training, coaching, and developing team members to meet the department's current needs.
- Understand the staffing requirements in terms of quantity and quality for the department's operation.
- Assist in conducting selection interviews and making effective recruitment decisions.
- Ensure new recruits have all the necessary information before starting their employment.
- Assist in planning and conducting departmental orientation.
- Keep the Orientation Training manual for each outlet up to date.
- Ensure standards training and assessments are carried out regularly.
- Ensure the health, safety, and well-being of customers and team members.
- Familiarize yourself with relevant OH&S legislation and its implications for the department's operation.
- Communicate to the team their responsibilities regarding OH&S.
- Implement safe and healthy working practices at all times.
- Conduct hygiene training at least once a year.
- Fulfill any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Restaurant General 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:
- Minimum of 10 years of experience in senior management roles in Michelin-starred or fine-dining restaurants, preferably in Asia.
- Strong business acumen and financial management skills, with a proven track record of driving revenue and profitability.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
- Passion for food and hospitality, with a deep understanding of the latest culinary trends and techniques.
- Exceptional attention to detail.
- Proficiency in service etiquette and protocols.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
