Chinese Restaurant Supervisor
Rosewood Hotels and Resorts
Job Description Job Summary:Assist the Management team in ensuring that the restaurant is managed efficiently according to the established concept statement, providing warm and genuine service delivered with passion and dedication, exceeding our guests’ expectations at all times. Ensuring the smooth running of the restaurant during their shifts with team leaders and waiters. Lead the team, ensuring every associate performs up to expectations and job requirements. Manage guest relations, handle complaints, and turn them into repeat business. The goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge. We aim to achieve these goals through; thorough training, strong associate support, teamwork, and feedback.
Essential Duties and Responsibilities:Guest satisfaction -Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.Ensures that associates also provide excellent service to internal customers in other divisions as appropriate.Spends time in public areas observing associate-guest interaction and talking with guests, coach associates in guest service skills as necessary.Ensures that all guest and internal customer complaints are resolved in a quick and efficient manner.Maintains positive guest and associate interactions with good working relationships.Operations -Ensure that all associates have a complete understanding of and adhere to associate rules and regulations.Ensure high standards of personal presentation and grooming.Respond to changes in the food and beverage function as dictated by the industry, company, and hotel.Fully partake in a comprehensive training program as set out by the restaurant in conjunction with Talent & CultureHave a high level of industry trend awareness and a keen interest in the local hospitality scene.Respond to changes in the food and beverage function as dictated by the industry, company, and hotel.To have a full working knowledge of the restaurant floor plans and layout of all F&B offers.Ensure that you know the daily occupancy rate of the hotel, the number of arrivals and departures, SAGs guests.Be familiar with all the services/characteristics and sites of interest/activities in the neighborhood, current or upcoming events in Doha (festivals, cultural events) to answer precisely to guest requests.Micros, Open Table & all other systems as required. Establish rapport with guests in a professional manner.Work towards a high level of guest recognition and build a full working knowledge of guest preferences.Ensure discretion and confidentiality with SAGs customers and to ensure all information is given to the management for the reservation in-house database.Ensure all associates are following the Order of Service and Standard Operating Procedures at all times.Mentor associates as requested to by management, following all correct training procedures and standards.Monitor associate development at the bar identifying training needs and any areas of concern.Report for duty on time and prepared for the shift. Adhere to agreed break times.Ensure the correct opening procedures are followed by all associates.Read all relevant emails/messages ensuring all necessary information is communicated to all associates accordingly.Ensure that all stations are equipped with sufficient clean, polished cutlery / plates and other service wear for each meal period. Ensure all tables are laid in accordance with the SOP.Engage with and contribute to service briefings.Take instruction from the manager, anticipate their requirements.Control and manage the section in the restaurant whilst adhering to the Brand Standards Check list (a combination of LQA, Forbes and Rosewood Hotels & Reports Global Standards)Take and process orders, serve and clear food, relay tables, troubleshoot where necessary.Respond to any menu / drinks queries with knowledgeable, informative, and engaging answers.Ensure that individual Mise en Place for each order is known and placed on the table.Oversee and direct the team leaders and waiters in the station at all times, provide guidance and support.Communicate guest preferences to reception team in order to build guest profiles.React promptly and deal with any issues, complaints, breakages & spillages.Communicate any issues to management promptly.Ensure a high level of cleanliness is maintained throughout the restaurant.Provide accurate discount and void reconciliations, following correct cashing up procedure.Ensure that the correct closing procedures are followed by all departments.Ensure that all checklists are completed correctly and honestly.Assist the restaurant manager to achieve the monthly and annual target and the restaurant’s revenue.Be a hands-on supervisor and is present at all times in the restaurant, particularly during busy periods.Oversee the punctuality and appearance of all food and beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Customers -Ensure the customers experience is one to remember. Provide a professional & efficient standard of service.Maintain a high-profile during service whilst being polite and helpful.Promote and establish a regular customer base, remember their likes and dislikes.Smile and maintain eye contact with guests. Provide prompt, unobtrusive, attentive service.Maintenance of tables to ensure the highest standard of hospitality.Maintain high standards of personal appearance, always wearing the full, correct, clean, uniform & maintain a high standard of personal hygiene.Service -Ensure staffing levels are correct. Coordinate with Assistant Manager and Manager to ensure adequate staffing for the service & larger parties.Adhere to agreed break times.Ensure associates are fully trained with opening, during & closing bar procedures.Ensure associates are updated daily with requirements & provide suitable instruction.Ensure all MEP requirements have been met prior to service.Ensure the working environment remains clean & tidy & cleaning schedules adhered to at all times. Standard Responsibilities:Comply and adhere to the Rosewood company policies.Take on other tasks in addition to the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction. Confidentiality:Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated. Health & Safety:Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant, or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb ProceduresOther:The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
Essential Duties and Responsibilities:Guest satisfaction -Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.Ensures that associates also provide excellent service to internal customers in other divisions as appropriate.Spends time in public areas observing associate-guest interaction and talking with guests, coach associates in guest service skills as necessary.Ensures that all guest and internal customer complaints are resolved in a quick and efficient manner.Maintains positive guest and associate interactions with good working relationships.Operations -Ensure that all associates have a complete understanding of and adhere to associate rules and regulations.Ensure high standards of personal presentation and grooming.Respond to changes in the food and beverage function as dictated by the industry, company, and hotel.Fully partake in a comprehensive training program as set out by the restaurant in conjunction with Talent & CultureHave a high level of industry trend awareness and a keen interest in the local hospitality scene.Respond to changes in the food and beverage function as dictated by the industry, company, and hotel.To have a full working knowledge of the restaurant floor plans and layout of all F&B offers.Ensure that you know the daily occupancy rate of the hotel, the number of arrivals and departures, SAGs guests.Be familiar with all the services/characteristics and sites of interest/activities in the neighborhood, current or upcoming events in Doha (festivals, cultural events) to answer precisely to guest requests.Micros, Open Table & all other systems as required. Establish rapport with guests in a professional manner.Work towards a high level of guest recognition and build a full working knowledge of guest preferences.Ensure discretion and confidentiality with SAGs customers and to ensure all information is given to the management for the reservation in-house database.Ensure all associates are following the Order of Service and Standard Operating Procedures at all times.Mentor associates as requested to by management, following all correct training procedures and standards.Monitor associate development at the bar identifying training needs and any areas of concern.Report for duty on time and prepared for the shift. Adhere to agreed break times.Ensure the correct opening procedures are followed by all associates.Read all relevant emails/messages ensuring all necessary information is communicated to all associates accordingly.Ensure that all stations are equipped with sufficient clean, polished cutlery / plates and other service wear for each meal period. Ensure all tables are laid in accordance with the SOP.Engage with and contribute to service briefings.Take instruction from the manager, anticipate their requirements.Control and manage the section in the restaurant whilst adhering to the Brand Standards Check list (a combination of LQA, Forbes and Rosewood Hotels & Reports Global Standards)Take and process orders, serve and clear food, relay tables, troubleshoot where necessary.Respond to any menu / drinks queries with knowledgeable, informative, and engaging answers.Ensure that individual Mise en Place for each order is known and placed on the table.Oversee and direct the team leaders and waiters in the station at all times, provide guidance and support.Communicate guest preferences to reception team in order to build guest profiles.React promptly and deal with any issues, complaints, breakages & spillages.Communicate any issues to management promptly.Ensure a high level of cleanliness is maintained throughout the restaurant.Provide accurate discount and void reconciliations, following correct cashing up procedure.Ensure that the correct closing procedures are followed by all departments.Ensure that all checklists are completed correctly and honestly.Assist the restaurant manager to achieve the monthly and annual target and the restaurant’s revenue.Be a hands-on supervisor and is present at all times in the restaurant, particularly during busy periods.Oversee the punctuality and appearance of all food and beverage associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.Customers -Ensure the customers experience is one to remember. Provide a professional & efficient standard of service.Maintain a high-profile during service whilst being polite and helpful.Promote and establish a regular customer base, remember their likes and dislikes.Smile and maintain eye contact with guests. Provide prompt, unobtrusive, attentive service.Maintenance of tables to ensure the highest standard of hospitality.Maintain high standards of personal appearance, always wearing the full, correct, clean, uniform & maintain a high standard of personal hygiene.Service -Ensure staffing levels are correct. Coordinate with Assistant Manager and Manager to ensure adequate staffing for the service & larger parties.Adhere to agreed break times.Ensure associates are fully trained with opening, during & closing bar procedures.Ensure associates are updated daily with requirements & provide suitable instruction.Ensure all MEP requirements have been met prior to service.Ensure the working environment remains clean & tidy & cleaning schedules adhered to at all times. Standard Responsibilities:Comply and adhere to the Rosewood company policies.Take on other tasks in addition to the ones stated, in a reasonable framework.Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.Model the company’s culture, vision, mission and core values at all times.Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction. Confidentiality:Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated. Health & Safety:Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.Report any defects in the building, plant, or equipment according to hotel procedure.Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.Be fully conversant with:RegulationsRisk Assessments for your departmentHotel Fire & Bomb ProceduresOther:The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
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