Assistant General Manager
Designation: Assistant General Manager
Reports to: General Manager
Works Alongside the Head Bartender
Manages: Front of House Team
OVERVIEW
As Assistant General Manager you have the responsibility for all aspects of the guest experience within the venue, as well as to maintain and improve the working culture of our client amongst our Front of House (FOH) team. You are to ensure each guest has a positive, engaging and memorable experience leading by example with a daily, sustained presence on the floor. Your role requires the building and maintenance of an exceptional service culture and work ethic amongst the Front of House team; including an in-depth level of food & beverage knowledge and active engagement in recruitment, training and a constant review of standard operating procedures. This is full spectrum FOH team management to create a world-class standard.
Additionally, the Assistant General Manager has the responsibility of quality and maintenance of the venue on an inter-departmental level, to ensure day-to-day operations run without friction. This means accountability for the upkeep and presentation of our client, major fixtures and equipment as well as oversight of external contractors engaged to provide services venue-wide.
The Assistant General Manager will have responsibility for aspects of our client’s P&L, as directed by the General Manager.
KEY RESPONSIBILITIES – SERVICE
As Assistant General Manager your detailed responsibilities include:
Guest Experience
Build a dynamic service and guest-first culture amongst the Front of House (FOH) team
Show exceptional guest relationship attributes and skills and instil these attributes in our client’s FOH team culture
Support Reservations & Events team, driving overall guest numbers and delivering both private and corporate business
Drive continuous improvement throughout the guest experience by improving standard operating procedures (SOP's)
Manage FOH training to align all team members to our client SOP's
Manage the system for guest feedback review, through training and corrective action to adjust or creation of new SOPs
Constant revision of SOPs, particularly where breakdowns occur and/or informed via guest feedback
Develop relationships with return guests, recognise those with potential longevity to reinforce the brand through word-of-mouth
Recognize and maintain relationships with key people within the hospitality industry both within Singapore and on an international level
Service Management
Develop and maintain a high-touch, best-in-class service environment
Oversee all aspects of daily service and operations, including exceptional venue presentation, cleanliness and upkeep
Plan staffing for service including rosters, leave schedules, training blocks and management meetings
Identify opportunities for revenue growth through improved service management
Drive continuous improvement of service within our client, continually finding new ways to go above and beyond for our guests
Assist in the conceptualization of pop-ups, parties & internal events, develop entertainment concepts & briefs
Maintain market awareness by staying abreast of local competition and industry trends, refining our client’ offering where appropriate
Assist and support the Juniper Society membership program and help the Head Bartender as they manage all Juniper Society events
Work collaboratively with inter-departmental heads (HODs) with regards to service management, balance the needs of their teams with the needs of the guests and direction of the business
Standards & Training
Develop and subsequently maintain all FOH SOPs, Sequence-of-Service routines and professional standards
Drive a robust internal education program and learning culture for our client front-of-house teams
Plan and execute new and refresher training as part of or in addition to our client training schedule
Plan and execute floor team onboarding training program
Drive maintenance and improvement of workplace health and safety standards
Drive continuous improvement in behavioural standards and expectations
Sales, Revenue & Finance
Drive sales to achieve our client revenue budget, through daily service operations, events and spending per head
Drive additional revenue streams or operational services to achieve our client revenue budget where required
Proactive revenue management including sales tracking & performance
Gross margin management, including price adjustments and product sales blend
Expense management, including FOC stock, stock adjustments & claim approvals
Ensure all FOH staff adhere to our client cash handling procedures, being responsible for all safe, floats and petty cash monies
KEY RESPONSIBILITIES – OPERATIONS
As Assistant General Manager your detailed responsibilities include: Recruitment & Staff Development
Review manpower requirements and proactively forecast needs to allow recruitment processes
Proactively seek out new talent to join our client floor team
Induct, orientate and provide onboarding training for all new our client floor team members with the view of reducing staff turnover rates
Install and maintain a reporting structure to ensure all our client floor team members are regularly appraised and reviewed
Manage succession planning for our client floor team
Drive a strong and sustainable team culture of resilience, that is in keeping with our client brand and guest-first experience
Identifying strengths and weaknesses of our client floor team, to plan and allocate services accordingly
Recognise and reward outstanding staff performance including but not limited to service delivery and knowledge acquisition
Take corrective action when needed for poor staff performance, following our client management system
Vendor contracts
Manage third-party/vendor service contracts for cost, quality and performance
Manage annual third-party / vendor service contract reviews, adjusting terms, conditions and times as required
Manage budgeting and forecast for third-party / vendor contracts
Oversight of our client cleaning, rubbish removal and maintenance schedules for our client staff and contractors
Oversight to A/V & lighting equipment and procedures
Act as our client point of contact with PVS on all matters relating to security, housekeeping, engineering, the lobby and the common area
Develop and maintain positive working relationships with all contractors and suppliers
Stock management & control
Oversight of our client stock take system, processes and procedures
Oversight of our client stock purchasing system, processes and procedures
Ultimately responsible for tracking and reporting stock variances to the GM and Leadership Team
Identify causes of stock count variances across all departments and initiate solutions
Make sure all menu item pricing and unit costs are correctly input
Work with GM, Head Bartender and Executive Chef on pricing solutions and improvements
Maintenance & equipment
Oversight of major equipment and maintenance venue-wide
Oversight of the system for maintenance reporting and follow-up
Ensure a maintenance schedule for major equipment is maintained
Ensure a contractor list for repairs is maintained
Ensure a fully functional, working and visually appealing venue (to our client standards) is maintained at all times
OS&E Management & Procurement
Drive projection planning and management for all OS&E stocks, ensuring all items are in stock at necessary levels for efficient operations
Drive cost management of OS&E as a P&L line item and adhere to budgets as directed
Oversight to develop and maintain positive relationships with all OS&E vendors
POS
Manage the Revel POS system
Responsibility for the accuracy of reporting
Responsibility for inputting SKUs, correct pricing and where products are located.
Create and ensure the layout of POS is user-friendly
Liaise with Revel on system upkeep and maintenance
Accela Recruitment Services Pte Ltd
EA License: 15C7529
EA Personnel No: R22107085