Kempinski Hotel Suzhou China

Suzhou, China

Western Restaurant Supervisor – (in English)

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  • To ensure that guests receives quality service by providing clear and understandable work direction for wait staff.
  • To supervise effectiveness of workflow and sequence of service during service periods and provides constant hands-on support.
  • To supervise closely and monitors the cashiering function of the outlet to ensure compliance with Kempinski Cashiering Procedures.
  • To monitor customer satisfaction and respond to customer feedback and complaints ensuring Kempinski procedures for CSI and Complaints Handling are followed.
  • To inform Assistant Restaurant Manager/Restaurant Manager of any complaints, negative feedback from guest and concerns about colleague satisfaction or colleague performance.
  • To actively use the database of customer details/history to assist in guest recognition.
  • To advice the Assistant Restaurant Manager/Restaurant Manager of any improvements needed in relation to restaurants operation including updates to SOPs or addition/deletion of SOPs.
  • To conduct performance evaluation of colleagues, training of colleagues, guidance, coaching and counseling of colleagues.  
  • To support the Assistant Restaurant Manager/Restaurant Manager to provide constant coaching and counseling to colleagues to ensure their capability to meet the needs of the customer and the organization.
  • To assist in controlling department forms and records according to the Kempinski standards for document control, including (but not limited to): Attendance data for colleagues and colleague records.
  • To maintain a thorough working knowledge of F&B SOP’s and ensure these are upheld at all times through constant observation and coaching.
  • To assist the Assistant Restaurant Manager/Restaurant Manager in the implementation of the marketing activities and to achieve desired results.  
  • To conduct the pre-service shift briefing in the absence of the Assistant Restaurant Manager/Restaurant Manager.  
  • To ensure opening and closing checklist are completed on a daily basis.
  • To supervise and monitor the completion of weekly cleaning schedules.
  • To conduct regular briefings and training sessions to ensure all colleagues receive the information necessary to perform their job.
  • To assist the Assistant Restaurant Manager/Restaurant Manager to develop and update F&B knowledge of all colleagues on a regular basis.
  • To maintain a working knowledge of relevant sections within the Kempinski Food Hygiene SOP and assist the Assistant Restaurant Manager/Restaurant Manager ensure the outlet meets these standards at all times.
  • To maintain awareness of outlet(s) financial performance.
  • To utilize up-selling and suggestive selling techniques to enhance the outlet’s financial performance.
  • To make recommendations to the Assistant Restaurant Manager/Restaurant Manager for price and menu changes that will enhance profitability.
  • To supervise and monitor breakage of chinaware and glassware and the implementation of strategies to reduce where possible.
  • To carry out any other tasks defined by the F&B or Senior Management.
  • To undertake assigned additional duties where required. These should be completed prior to the opening or after the closing of the outlet.
  • To ensure all colleagues attend scheduled training programs.
  • To communicate new or amended procedures to relevant department/colleagues in a timely manner, ensuring they have been understood when instructed by Management.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
  • To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health & Safety.
  • To ensure that all potential and real hazards are reported and rectified immediately.
  • To understand and strictly adhere to the Hotel’s Employee rules & regulations.
  • To report for duty punctually wearing the correct uniform and name tag at all times.
  • Performs any other duties as assigned to him/her by management.
  • High School Graduate or equivalent, preferably with a specialization in Hotel/Restaurant.
  • Fluent at oral and writing English  
  • 3 years experience as a Supervisor in a five star hotel
  • Adaptability  
  • Conflict Management  
  • Entrepreneurial Orientation  
  • Stress Management  
  • Motivating Others  
  • Interpersonal Skills  
  • Flexibility in the scheduling  
  • Customer service orientation  
  • Cross cultural sensitivity  
  • Teamwork / co-operation  
  • Enthusiastic and pleasant personality
  • Able to exert fast-paced mobility for period of up to 4 hours in length.  
  • Creativity  
  • Integrity