Outlet Manager - Gami (Pre-Opening) - Conrad Kuala Lumpur
As the Outlet Manager - Gami, you will be responsible for performing the following tasks to the highest standards :
Maintain a strong customer service focus, ensuring guests receive warm, attentive, and personalized service throughout their dining experience.
Create an environment that reflects the spirit of Japanese hospitality (Omotenashi) and delivers a memorable teppanyaki experience.
Be visible and actively involved on the floor, particularly during peak periods, special occasions, and busy service periods.
Anticipate guest needs and ensure the team proactively assists guests before requests are made.
Handle guest feedback, comments, and complaints professionally, ensuring timely resolution and appropriate follow-up.
Pay particular attention to VIP guests, regular guests, celebrations, group dining, and special requests.
Ensure the team understands and consistently delivers the restaurant’s service standards and guest experience expectations.
Plan, organize, and control the day-to-day operation of Gami Teppan to ensure smooth and efficient service.
Prepare staff rosters and schedules based on reservations, business levels, events, promotions, and operational requirements.
Conduct pre-shift briefings covering reservations, VIPs, special occasions, menu updates, promotions, and service priorities.
Ensure effective shift handovers and clear communication between all team members.
Maintain the cleanliness, presentation, and readiness of the restaurant, teppanyaki counters, dining areas, and semi-private rooms.
Work closely with the Teppanyaki Chefs and kitchen team to ensure smooth coordination between food preparation, cooking, and table service.
Coordinate with Engineering, Housekeeping, Stewarding, and other departments to ensure operational requirements are followed up promptly.
Ensure sufficient manpower, equipment, tableware, ingredients, and other resources are available for each service period.
Maintain strong knowledge of Japanese cuisine, teppanyaki cooking, menu items, ingredients, sauces, beverages, and recommended pairings.
Ensure all team members are confident in explaining menu items, premium ingredients, preparation methods, and the teppanyaki dining concept to guests.
Ensure proper communication between the service team and Teppanyaki Chefs regarding allergies, dietary requirements, special requests, and guest preferences.
Work closely with the Food & Beverage Manager and Chef team on menu changes, seasonal offerings, promotions, and new dining concepts.
Keep the team updated on menu changes, unavailable items, chef recommendations, and promotional offerings.
Lead, motivate, coach, and develop the restaurant team to achieve high standards of service and performance.
Conduct regular training on service standards, menu knowledge, Japanese hospitality, upselling, hygiene, and operational procedures.
Monitor team performance and provide regular coaching and constructive feedback.
Assist with recruitment, selection, onboarding, orientation, and development of new team members.
Establish clear responsibilities and expectations for each team member and ensure duties are properly delegated.
Create a positive and professional working environment that encourages teamwork, accountability, communication, and initiative.
Keep the team informed of restaurant activities, promotions, business priorities, and operational updates.
Support the restaurant in achieving sales, revenue, guest satisfaction, and profitability targets.
Create a culture where “everyone sells”, encouraging the team to recommend appropriate dishes, premium ingredients, beverages, desserts, and special dining experiences.
Monitor upselling and cross-selling performance and coach team members where required.
Identify opportunities to increase revenue through celebrations, private and semi-private dining, corporate events, group bookings, promotions, and special occasions.
Work closely with Sales, Events, Front Office, and other hotel departments to maximize restaurant business.
Assist with developing and implementing promotions and sales initiatives in consultation with the Director of Food & Beverage and Assistant Director of Food & Beverage.
Monitor daily sales, covers, average spend, labour costs, food costs, and other key financial indicators.
Assist with revenue forecasting and departmental financial planning.
Control operating costs without compromising food quality, service standards, or guest satisfaction.
Monitor food and beverage wastage and implement appropriate cost-control measures.
Assist with inventory management, stock ordering, receiving, storage, and stock control.
Complete required operational, financial, and administrative reports accurately and on time.
Ensure compliance with food safety, hygiene, health & safety, and company policies.
Ensure safe working practices are followed, particularly around hot teppanyaki surfaces, open flames, sharp equipment, and cooking equipment.
Ensure the restaurant and team comply with required cleanliness, sanitation, food handling, and workplace safety standards.
Conduct and monitor regular hygiene and safety training and take immediate corrective action when required.
Maintain effective communication with the Director of Food & Beverage, Assistant Director of Food & Beverag , Teppanyaki Chefs, Kitchen, and other departments.
Seek feedback from guests and team members and implement improvements to enhance service and operational efficiency.
Maintain records of guest preferences, event histories, and special occasions to support repeat business and personalized service.
Stay informed of Japanese dining trends, guest preferences, and market developments and contribute ideas for improving Gami Teppan’s offering.
Participate in F&B meetings, operational planning, menu discussions, and other relevant meetings.
Carry out any other reasonable duties and responsibilities as assigned by Management.
Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
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 hotel.
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.