Assistant Manager - Cake Shop

ESSENTIAL DUTIES AND RESPONSIBILITIESInclude the following. Other duties may be assigned.

Operational Leadership

. Lead daily outlet operations across all meal periods in alignment with Forbes 5-Star standards

. Ensure service consistency, readiness, and flawless execution across all service areas

. Uphold and continuously improve Standard Operating Procedures (SOPs), service sequences, and brand standards

. Maintain a strong floor presence, monitoring service quality and guest satisfaction

. Ensure accurate execution of promotions, events, and special dining experiences

Guest Experience & Relationship Management

. Personally engage with guests to deliver anticipatory, personalized, and emotionally engaging service

. Resolve guest concerns with professionalism, empathy, and discretion

. Monitor guest feedback, trends, and satisfaction metrics to drive continuous improvement

. Build long-term guest loyalty through service excellence and recognition

. Monitor and act upon guest satisfaction metrics, including NPS and GES scores, to drive service improvement and guest loyalty

. Review guest feedback and sentiment from Revinate, identifying recurring themes, service gaps, and recovery opportunities

. Actively monitor and improve online reputation and TripAdvisor rankings, responding to feedback in a professional and timely manner in line with brand guidelines

. Translate guest feedback and performance data into actionable training, service adjustments, and operational improvements

. Review operational reports and performance metrics regularly and communicate results, priorities, and action plans to the service leadership team

Team Leadership & Talent Development

. Lead, coach, and develop Assistant Managers, Supervisors, Servers / Captains, and service teams

. Set clear performance expectations and hold teams accountable for service standards

. Drive structured training, onboarding, and succession planning

. Foster a culture of professionalism, pride, accountability, and service excellence

Financial & Business Performance

. Drive revenue performance through service quality, strategic upselling, menu engineering, and elevated guest satisfaction across all meal periods, measured through average check growth, capture rate, and upsell conversion

. Support the preparation, review, and management of departmental Profit & Loss (P&L), including revenue, cost of sales, payroll, and controllable expenses, with performance measured against budget and forecast targets

. Analyze financial performance against budget, forecast, and historical data, identifying trends, variances, and opportunities for improvement using monthly and YTD KPI reviews

. Plan and execute revenue-driven promotions, events, and seasonal offerings, tracking success through incremental revenue, guest count uplift, and Capture ratio.

. Monitor market and dining trends and assess relevance to the outlet concept, supporting innovation and competitiveness within the defined competitive set (comp-set)

. Maintain awareness of comp-set pricing, concepts, and positioning, using benchmarking insights to support revenue and promotional strategies

. Manage labor planning, productivity, and scheduling efficiency in line with business levels, measured through labor cost percentage, productivity ratios, and payroll variance

. Support cost control initiatives through effective inventory management, waste reduction, and purchasing discipline, measured through food and beverage cost percentages and variance control

. Collaborate with Sales, Marketing, and Culinary teams to align concepts and promotions with demand, measuring performance through return on promotion and revenue contribution

Collaboration & Stakeholder Engagement

. Work closely with Culinary, Bar, Stewarding, Sales, and In-Room Dining teams to ensure aligned execution

. Coordinate with internal stakeholders to support events, promotions, and special initiatives

. Communicate operational priorities and performance updates effectively

Standards, Compliance & Governance

. Ensure full compliance with health, safety, hygiene, and food safety standards in line with hotel policies, local regulations, and Forbes 5-Star criteria

. Enforce adherence to all hotel policies, SOPs, financial controls, and brand guidelines, ensuring operational consistency across all F&B outlets

. Lead by example in grooming, personal conduct, and professional presentation, modeling Forbes-level luxury service expectations for all team members

. Monitor and ensure team compliance with outlet Standard Operating Procedures (SOPs), service sequences, and operational checklists

. Promote a safe, respectful, and inclusive work environment, fostering a culture of accountability, integrity, and ethical behavior

. Conduct regular audits, inspections, and briefings to ensure adherence to SOPs, service standards, and regulatory requirements

. Ensure any deviations, risks, or incidents are reported and corrected promptly in accordance with hotel and Forbes policies

. Maintain documentation, records, and reports for operational, health & safety, and service compliance requirements

Professional Conduct & Workplace Culture

. Promote a positive, professional, and service-driven bar environment

. Lead by example in grooming, appearance, punctuality, and professionalism

. Encourage teamwork, accountability, and pride in beverage service excellence

. Support a respectful, inclusive, and safe workplace culture

Requirements:
. Minimum 2-3 years experience in Food &Beverage operations

. Experience within a luxury 5 Star Hotel or high-end hospitality environment added advantage