Assistant Restaurant Manager – Saison

Company Description: Come and join us in bringing the Raffles experience to London. The Raffles name is synonymous with luxury, glamour and extraordinary adventure. Raffles London at The OWO on London’s Whitehall unites the allure and heritage of Raffles with one of the world’s most historic addresses. This fine Grade II* Edwardian building has been transformed into a spectacular stage for dazzling celebrations; with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space. Within these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections. At Raffles, you arrive as a guest, leave as a friend and return as family.

Job Description:

Scope Of Position: The Assistant Restaurant Manager will take responsibility for the daily running and leadership of the restaurant delivering a high level of service, managing the line staff and supporting management. Take an active role in departmental administration including rotes, training plans, onboarding, stock ordering and delivery. Developing the outlet and staff to ensure all standards are met whilst having the ability to pre-empt and deliver a luxurious and high-quality level of service to our guests and the ability to deal confidently with customer complaints. You will work in close contact with the kitchen and reservation teams to ensure smooth and consistent service whilst surpassing the guests’ expectations.

Responsibilities:

• Developing and documenting steps of service and service standards, continually reviewing and improving standards.
• Detailed and precise communication with guests and hotel staff in a friendly and professional manner.
• Working with other departments and managers to deliver high quality service whilst managing time sensitive targets.
• To be a hands-on leader and mentor for your department and the wider hotel.
• Take a leading role with staff development, ensuring new starters are onboarded correctly, training plans are followed through and regular one-on-ones and appraisals are undertaken.
• Creating fair and business justified department rotas, ensuring labour cost targets are met.
• Manage the food and beverage service to consistently meet high standards as defined by Raffles brand standards.
• Handle all customer inquiries in an appropriate and professional manner.
• Accurately manage all transactions during service.
• Manage stock and wastage levels, recording breakages and losses.
• Commit to best possible sustainable practices on a daily basis in terms of waste management and purchasing.
• Knowledge of menu and all products served within the drawing room.
• Deliver food orders from the kitchen to customers’ tables rapidly and accurately with an explanation of each dish for the guest.
• Act as the contact point between Front of the House and Back of the House staff.
• Assist the wait staff with table setting by fetching and placing appropriate tableware, eating utensils and napkins.
• Explain the dishes to the guest with a knowledgeable and professional manner.
• Is responsible for serving food orders and removing used dishes and utensils.
• Ensure food is served in accordance with safety standards.
• Inform restaurant staff about customers’ feedback or requests.
• Commit to best possible sustainable practices daily in terms of waste management and purchasing.
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant than usually assigned.

Leadership:

• Contribute to the effective management of costs in accordance with your department profit and loss.
• Ensure that revenue targets are met as set out in the annual budget.
• Continually review and identify with your manager areas to increase revenue.
• Ensure that Rota’s are managed in a fair and consistent manner to ensure that ‘working time’ legislation is adhered to and guest and business needs are met.
• Holidays and lieu days are planned within the department according to the hotel procedures.
• Ensure that you are aware of and able to advise employees on hotel policies and procedures.
• Daily briefings are held with each shift.
• Employees are given regular feedback and appraisals on their performance carried out according to company procedures.
• Department training records are kept for all employees and are kept up to date.
• Improvement targets are met relating to relevant formal measurement tools such as labour turnover and employee attitude surveys.
• Ensuring composure under pressure and providing leadership and guidance to the team when required.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

Health and Safety:

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statutes and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications:

• Essential: Ability to communicate clearly and efficiently in English, both verbal and written.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• Proven track record of surprising and delighting guests.
• To be detail oriented and to work within a team.
• Flexibility to respond to a range of different work situations.
• Works well within a team environment.
• A proven track record and ability to provide high levels of service under pressure.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.

• Desirable: Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Disclaimer: The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason. Please note that this position will involve an element of pulling, lifting, pushing and/or manual handling. This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

Additional Information: Why join our Raffles team? Not only will you be joining one of the world’s best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals while on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%.
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 1x salary.
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.
• Fun-filled events, whether that’s a pub quiz, team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.