Restaurant Operations & Guest Experience Leader

InterContinental Hotels Group; George Town; On-site; MYR 67,000 - 100,000; Full time

Job summary

InterContinental Hotels Group in George Town, Penang, Malaysia, seeks an experienced Restaurant/Food & Beverage Manager to lead daily operations and ensure service standards are met. You will coach staff, uphold safety and FSMS guidelines, and drive VIP guest experiences in a fast-paced hotel setting.

Role focuses on merchandising, promotions, upselling, bill procedures, and shift briefings; you will develop a promotions calendar, manage events, and foster a guest-centric, profitable operation.

Responsibilities

• Works with Human Resource Manager to ensure the departmental performance of staff is productive
• Ensures compliances to hotel Reward & Recognition initiatives with active nomination for F&B colleagues.
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Adhere to hotel disciplinary procedures during major/minor act of misconduct.
• Works with Superior on manpower planning and management needs
• Anticipate market changes and review operations when necessary
• Conduct competitor analysis
• Actively pursue cost saving measures
• Liaise with Sales Manager during tender process to obtain new accounts; Food and Beverage specific
• Manage wage and beverage cost
• Forecasting
• Stock control
• Effectively manage the restaurant by ensuring the following:
• Oversee the Implementation of standards as detailed in the departmental standards and procedures manual
• Adhere to opening and closing procedures
• Adhere to bill paying procedures
• Conduct effective shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials; emphasis on upselling certain products; etc
• Personally meet and farewell a minimum of 80% of your customers
• Encourage and motivate staff to provideoptimumservice during all shifts
• Share recommendations and guest comments to Chef and Food and Beverage Assistant Director to reflect current customer profile
• Develop and implement Promotions Calendar for F&B products in restaurant
• Manage special event concepts
• Create positive publicity opportunities
• Manage customer database and utilize effectively
• Up-sell property facilities
• Analyze food and beverage statistics through point-of-sale system
• Demonstrate compliance to Food Safety Management safety policies and procedures and ensure all procedures are conducted safely and within FSMS guidelines and ensure your direct reports do the same
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements
• Number of employees supervised – Direct - Food and Beverage Supervisors / Food and Beverage Attendants
• Annual Operating Profit/Payroll Budget –Restaurant Revenue Target
• Key Metrics – Restaurant Revenue Target
• Employee Satisfaction Survey

Job description

InterContinental Hotels Group in George Town, Penang, Malaysia, seeks an experienced Restaurant/Food & Beverage Manager to lead daily operations and ensure service standards are met. You will coach staff, uphold safety and FSMS guidelines, and drive VIP guest experiences in a fast-paced hotel setting.

Role focuses on merchandising, promotions, upselling, bill procedures, and shift briefings; you will develop a promotions calendar, manage events, and foster a guest-centric, profitable operation.