Outlet Manager - The Lagoon Family

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. - Bachelor’s degree or diploma in Hospitality Management, Food and Beverage Management, or a related discipline. - Minimum 3–5 years of relevant Food and Beverage service experience, including supervisory or management experience within a luxury hospitality environment. - Strong knowledge of outlet operations, guest service, menu presentation, upselling techniques, cashiering procedures, inventory control, and cost management. - Proven leadership capabilities, with experience in team training, performance management, workforce planning, and employee development. - Excellent communication, interpersonal, and guest-relations skills, with the ability to resolve concerns professionally and deliver effective service recovery. - Strong organizational and commercial awareness, with proficiency in Microsoft Office, Point of Sale systems, and hotel management platforms.

Bachelor’s degree or diploma in Hospitality Management, Food and Beverage Management, or a related discipline; Minimum 3–5 years of relevant Food and Beverage service experience, including supervisory or management experience within a luxury hospitality environment; Strong knowledge of outlet operations, guest service, menu presentation, upselling techniques, cashiering procedures, inventory control, and cost management; Proven leadership capabilities, with experience in team training, performance management, workforce planning, and employee development; Excellent communication, interpersonal, and guest-relations skills, with the ability to resolve concerns professionally and deliver effective service recovery; Strong organizational and commercial awareness, with proficiency in Microsoft Office, Point of Sale systems, and hotel management platforms.

Oversee the daily operation of the F&B outlet to ensure efficient, professional, and high-quality service; maintain a hands-on leadership presence during peak periods; ensure team members perform duties accurately and consistently; train and develop the outlet team in service procedures, menu knowledge, upselling, guest engagement, and luxury service standards; plan staffing levels and schedules based on forecasted volumes; conduct pre-shift briefings on reservations, VIPs, menu updates, and priorities; build positive guest relationships and maintain a welcoming image; monitor guest experience and resolve enquiries or complaints with follow-up; maintain knowledge of all offerings and guide upselling opportunities; liaise with Culinary, Beverage, and other departments to ensure service efficiency and product quality; ensure cleanliness, organization, and readiness of outlet, stations, and back-of-house spaces; maintain par levels, inventory checks, and proper stock controls; ensure accurate cashiering, billing, and POS procedures; monitor facilities and coordinate maintenance requirements; continuously evaluate service standards, productivity, and guest feedback to drive improvements.