Job Purpose
To
lead and inspire the operation of assigned restaurant(s) or outlet(s), ensuring
an exceptional guest experience, strong team engagement, and sustained
financial performance. The Outlet Senior Manager is fully accountable for the
outlet’s results — driving excellence through people leadership, service
standards, and operational consistency.
As
the cornerstone of the outlet’s success, this role focuses on building and
maintaining a cohesive, motivated team each season, ensuring continuity,
commitment, and alignment with the resort’s culture and standards. This role
acts as the central link between the outlet team and divisional leadership,
ensuring consistency, coaching, and operational excellence across all service
touchpoints.
Key Responsibilities
Operational Leadership & Excellence
Oversee all aspects of outlet operations, ensuring seamless
coordination and consistency in service delivery.
Maintain a strong floor presence to lead by example,
supporting service during key operational hours.
Ensure full compliance with brand standards, HACCP, and all
health, safety, and hygiene requirements.
Collaborate closely with the Culinary and Bars teams to
guarantee integrated guest experience.
Oversee equipment condition and functionality within the
outlet, ensuring timely reporting of issues and submitting purchase or
maintenance requests through the ERP system in line with group procedures.
People Leadership & Team Continuity
Build and lead a
high-performing seasonal team, creating a positive, respectful, and motivating
work environment.
Ensure effective
pre-opening preparation, onboarding, and continuous training for new and
returning team members.
Maintain close
communication with key team members during the off-season to foster loyalty,
engagement, and retention.
Take full ownership of
outlet-level recruitment and selection, ensuring each hire aligns with service
standards and team culture.
Inspire and coach the
team toward professional growth, accountability, and consistent performance.
Financial & Business Performance
Manage the outlet’s
P&L, budgets, and forecasts to achieve or exceed financial targets.
Implement cost-control
and upselling strategies to optimize profitability.
Track and analyze key
business metrics, identifying opportunities for improvement in revenue, labor,
and guest satisfaction.
Promote and monitor
energy and water efficiency practices within the outlet, ensuring responsible
resource use and alignment with sustainability standards.
Guest Experience & Service Quality
Ensure a welcoming and
memorable guest experience that reflects the resort’s service philosophy.
Proactively monitor
guest feedback, implement action plans, and drive service recovery when
required.
Maintain high visibility
during service to engage with guests and support the team in real time.
Coordination & Communication
Collaborate closely with
the Head and Deputy Head of F&B, ensuring alignment on divisional goals and
standards.
Facilitate daily
briefings, pre-service meetings, and clear communication within the outlet
team.
Support
cross-departmental coordination for events, promotions, and special operations.
Crisis & Incident Management
Lead guest incident
handling within the outlet, ensuring professional communication, service
recovery, and accurate documentation.
Support emergency
procedures within the outlet by ensuring employee readiness, adherence to
safety protocols, and coordinated response with relevant departments.
Identify and mitigate
operational risks by monitoring safety, equipment, and workflow issues,
escalating promptly to F&B leadership when required.
Accountability
Full accountability for
the outlet’s operational, financial, and team performance.
Responsible for creating
a motivated, returning team and ensuring consistent service standards each
season.
Accountable for
achieving the outlet’s KPIs and upholding brand and divisional goals.