Yek Cheng Liew

Experience

• 

  Shangri-La Hotels and Resorts

  Dec 2002 - Jul 2004

  Senior Captain in Coffee House (Pre-Opening Team)

  Duties Include:•Assist supervisor in the day to day operations•Inspect the cleanliness and presentation of all china, glass, and silver prior to use•To consistently provide and maintain the highest standard of guest care and service.•Set tables according to type of event and service standards and to greet, receive, seat and conduct guests to their tables.•Take orders in a professional manner, taking every opportunity to up sell in a discreet manner.•To promote slow moving items whenever possible.•To have a complete working knowledge of the Beverage List.•To deputize for the Bartender in his absence, ensuring that smooth service is carried out at all times.•To carry out all cashiering procedures such as Fidelio Operation, pricing, closing Checks and end of day summary.•Assist in creation of cocktails, specialty drinks and promotions.•Ensure that employee maintain a high standard of personal hygiene and grooming •Assist F&B Supervisor in regularly monitoring employee performance against agreed criteria.•Maintain cleanliness of work areas responsibilities for Health and Safety at work.•Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.•Good knowledge of hotel facilities and be able to answer guest questions in a quick, polite and helpful manner.•Handle any guest complaints or problems promptly and to ensure that all resolved / unresolved incidents are reported to Supervisor.•Attend training sessions/courses.•Perform other reasonable job duties as requested by Supervisors.•To perform other tasks, including cross-training as directed and to assist other departments as directed by the management. Show less

• 

  Hilton

  Sept 2004 - Sept 2012

  Duties Include:.Daily briefing with employees and review occupancy forecast, reservations, special attention, complaints, problematic issues, and others as deem appropriate.Inspects all employee’s appearance to ensure proper behavior is maintained.Constantly monitors that guests are being attended and served according to standard set and attends to guests as needed..Prepares log book on a daily basis and report to management at briefings and meetings accordingly..Evaluates employees constantly and follow up on training requirements. Organize training sessions regularly..Ensure all operating supplies and equipment’s are adequate as per Par stock established..Makes recommendation of what to sell and menu changes as per suggestion from Chef and preferences of guests..Constantly review average check, number of guests and sales figure with employees in order to improve productivity and efficiency..Be aware of clientele mix, seasonal periods and festivities and to make recommendations to the management for competitive analysis and budgeting purposes..Coordinate with Chef and beverage department for any special promotion to ensure that employees are aware of it and that up-selling is exercised..Maintains a stringent control of payroll costs and ensure accurate rostering of staff to make sure business are covered..Set standard of procedure in equipment clearing, the use of linen, handling equipment and the used of supplies to minimize breakage, damage, loss and waste..Take an active role in human resources activities of the department including the screening of all new hires..Anticipate additional supplies and equipment's for additional work load.Anticipate guest's complaints and take prompt correctiove action..Cooperate and maintain team work within the Food and Beverage Department and assist his/her colleagues in other outlets if needed or by request from his/her Manager. Show less Duties Include:•Responsible for coordinating the work of the Food and Beverage Attendants in an efficient manner, whilst maintaining quality and standards.•Have a full knowledge of the Restaurant operations and roles therein.•Ensure all food and beverage items served to guests are of the highest standard and presentation.•Understand and supervise opening and closing procedures including a thorough knowledge of the Point of Sale System.•Ensure cleanliness of bar, tables, chairs, floor and general equipment. In liaison with Restaurant Manager, ensure sufficient equipment for the operation of the Restaurant.•Assign employee to their stations and inform of any special request such as VIP guest or returning guests.•Be attentive in checking quality of food and beverage service.•Ensure linen exchange procedure is followed and all care is taken with linen.•Ensure all back of house areas are cleaned and equipment stocked•Handle customer concerns and complaints with concern and understanding according to Hotel standard.•Actively solicit guest feedback in order to seek continual improvement in service and to ensure guest satisfaction. •Ensure all furniture and fittings, operating equipment and Restaurant décor are maintained and clean at all times.•Communicate all comments and feedback from guests and employee to the Restaurant Manager.•Ensure all special guest requests are followed through to the relevant departments, and charges are raised accordingly e.g. Cake, Flower, Champagne Orders.•Ensure sales are maximized through suggestive up selling.•Assist with development and performance reviews, identifying key personnel for further development and structured career patching.•Assist the Restaurant Manager with the initial and ongoing on the Job Training to ensure that associates have the necessary skills to perform their job efficiently and effectively.•Attend meetings as required.•Implement opportunities for quality Team Building. Show less

  • Restaurant Manager

    Apr 2010 - Sept 2012

  • Chinese Restaurant Supervisor (Pre-Opening Team)

    Sept 2004 - Mar 2010
• 

  Set Up Restaurant in Shen Zhen

  Sept 2012 - Mar 2013

  Operation Restaurant Manager (Pre-Opening Team)

  Duties Include:•Responsible for overseeing the outlet operation, which encompasses restaurant & bar establishing and maintaining quality product and service levels while maximizing profits; forecasting and budgeting; selecting, training and developing employees.•Maintains standards of food and beverage quality and guest service quality as established by system operations and Hilton brand service standards•Resolves guest complaints. •Develops, implements and maintains local food and beverage marketing programs for the restaurant; participates in and maintains system-wide food and beverage marketing programs and promotions. •Reviews and approves menu design and concepts with Chef ,General Manager & Owner.•Schedules employees under direct supervision at proper staffing levels; monitors labor cost daily to ensure efficiency in scheduling.•Inspects daily pre and post-shift side work and cleanliness of outlet areas.•Conducts pre-shift meetings to inform staff of daily events; reviews daily specials. •Assist in the development of short-term financial and operational plans for the restaurant, which support the overall objectives of the restaurant•Monitors performance of the restaurant through analysis of guest feedback and financial reports; initiates corrective action. •Maintains open lines of communication with all employees and owner. Show less

• 

  Kinme Sashimi & Grilled Japanese Fine Dining Restaurant

  Apr 2013 - Jul 2015

  Assistant Food & Beverage Operation Manager (Pre-Opening Team)

  Duties Include:Plan, organize, direct, and coordinate the workers and resources of the restaurant for the efficient, well-prepared, and profitable service of food and beverages. •Work with chefs and other personnel to plan menus that are flavorful and popular with customers. Work with chefs for efficient provisioning and purchasing of supplies. Estimate food and beverage costs. Supervise portion control and quantities of preparation to minimize waste. Perform frequent checks to ensure consistent high quality of preparation and service. •Supervise operation of bar to maximize profitability, minimize legal liability, and conform to alcoholic beverage regulations. •Work with other management personnel to plan marketing, advertising, and any special restaurant functions. •Direct hiring, training, and scheduling of food service personnel. •Investigate and resolve complaints concerning food quality and service. •Enforce sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas. •Comply with all health and safety regulations. •Review and monitor, with bookkeeper or other financial personnel, expenditures to ensure that they conform to budget limitations. Work to improve performance. •Perform other duties as assigned by management. Show less

• 

  May Star Chinese Restaurant

  Aug 2015 - Dec 2016

  Chinese Operation Manager (Pre-Opening Team)

  • Supervises daily F&B shift operation and ensures compliance with all F&B policies, standards and procedures.• Supervises staffing levels to ensure that guest service, operational needs, and financial objective are met.• Encourages and builds mutual trust, respect, and cooperation among team members.• Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.• Develops specific goals and plans to prioritize, organize, and accomplish your work.• Ensures and maintains the productivity level of employees.• Ensures all team members/ supervisors understand the brand specific philosophy.• Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.• Communicates areas that need attention to staff and follows up to ensure understanding.• Coordinates cleaning program in all restaurant areas (including General clean), identifying trends and making recommendation for improvements.• Establishes and maintains open, collaborative relationships with employees.• Demonstrates knowledge of the brand specific service culture• Provides services that are above and beyond for customer satisfaction and retention.• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.• Serves as a role model to demonstrate appropriate behaviors.• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.• Reviews comment cards and guest satisfaction result with employees.• Responds in a timely manner to customer service department request.• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.• Analyzes information and evaluates results to choose the best solution and solve problems• Comprehends budgets, operating statements and payroll progress report. Show less

• 

  STARCRUISE

  Feb 2017 - Dec 2019

  Outlet Incharge & Training Manager (Chinese A La Carte Cuisine)

  Service• Maintain service, standards and procedures for the outlet and to ensure that they are achieved and followed.• To maintain an effective orientation programme for all new staff and to constantly re-train old staff to maintain the specified standard of service required.• To motivate, educate, develop staff on a continuous basis overall maximum efficiency.• To minimize guest complaints, but if they should occur, to take remedial action immediately.• To ensure all guest are served promptly.• To be constantly searching for ways and means to improve the smooth operation of their outlet.• To liase with fellow management on quality and cost control of food and beverage items.• To maintain accurate job description.• To ensure the food and beverage service are of the highest quality to give to our guest a good impression of their outlet.• The cleanliness, tidiness and orderliness of their outlet is of the utmost importance. Therefore, a checklist has to kept to ensure that all areas are inspected and faults corrected as soon as possible, i.e. lighting, indoor plants, walls cushions table bus carts and air conditioning. Furthermore, Chinaware, glassware, silverware and napkins have to be checked to maintain the standard requirements.Guest Relations• To build a good relationship with guest or regular patrons.• To handle any guest complaints effectively and diplomatically.• Foster an environment of guest satisfaction where the guest is anyone who is requesting service which will include co-workers and support departments.Sales and Promotion Events• To maximize sales and revenue by providing good service and motivating staff to upsell.• To capitalize on activities on board e.g. holidays and special functions and events that would bring increased sales and revenue.• Able to interpret basis financial report and initiate action plan to reduce cost while increasing revenue. Show less

• 

  Grand Harbour Chinese Restaurant & Banquet

  Apr 2019 - now

  Senior Restaurant Operation Manager

  - Provide leadership and oversight on restaurant opening projects end to end, including projecting timelines and critical paths- Recruit, manage, train and develop the food & beverage team- Set departmental targets and objectives, work schedules, budgets, and policies and procedures- Accountable for monthly stock takes- Incentives team members to maximize sales and revenue- Carry out annual and mid-year appraisals with team members- Evaluate guest satisfaction levels with a focus on continuous improvement- Ensure communication meetings are conducted and post-meeting minutes generated- Assist other departments whenever necessary and maintain good working relationships- Passion for delivering exceptional levels of guest service- Knowledge of Chinese, Western & fine Dinning Sequence of Service- Maintain exceptional levels of guest service- Ensure compliance of brand service standards Show less