Outlet Manager - The Lagoon Family
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The Outlet Manager is responsible for overseeing the efficient daily operation of the assigned Food and Beverage outlet, ensuring exceptional service, guest satisfaction, team performance, and financial control. The role requires a hands-on leadership approach to maintain operational excellence, strengthen guest relationships, and consistently deliver service in line with the property’s luxury standards.
Main Duties\:
- Manage the daily operation of the outlet, ensuring efficient, professional, and flexible service in accordance with established standards and the outlet concept.
- Maintain a visible and hands-on presence during service, particularly during peak periods, to support the team and ensure a seamless guest experience.
- Demonstrate comprehensive knowledge of all operational duties and ensure team members perform their responsibilities accurately and consistently.
- Train, coach, and develop the outlet team in service procedures, menu knowledge, upselling techniques, guest engagement, and luxury service standards.
- Plan staffing levels, duty schedules, and team deployment according to forecasted business volumes and operational requirements.
- Conduct daily pre-shift briefings covering reservations, VIP guests, menu updates, service priorities, promotions, and operational requirements.
- Ensure the team consistently presents a warm, professional, and welcoming image while building positive relationships with guests.
- Monitor the overall guest experience, respond courteously to enquiries and requests, and resolve complaints promptly with appropriate follow-up.
- Maintain thorough knowledge of all food and beverage offerings and guide the team in making suitable recommendations and maximizing upselling opportunities.
- Liaise closely with Culinary, Beverage, and other relevant departments to maintain service efficiency, product quality, and effective communication.
- Ensure the outlet, service stations, storage areas, and back-of-house spaces remain clean, organized, properly equipped, and ready for service.
- Establish and maintain appropriate par levels for operating equipment, supplies, and inventoried items while conducting regular inventory checks.
- Ensure cashiering, billing, payment handling, and Point of Sale procedures are followed accurately and in accordance with established controls.
- Monitor the condition of outlet facilities and equipment, coordinating repair and preventive maintenance requirements with the relevant departments.
- Continuously evaluate service standards, team productivity, guest feedback, and operational practices to identify and implement improvements.