About Viya:

Viya is the UAE’s leading golf and hospitality management group, operating a portfolio of championship golf courses, award-winning restaurants, premium leisure and recreation facilities, innovative entertainment concepts, and digital platforms. Since launching Emirates Golf Club in 1988, the region’s first all-grass course, the group has expanded to include Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, and recreation brands such as Viya Fit and Viya Padel.

As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Its operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Dedicated to innovation, sustainability, and excellence, Viya connects communities to extraordinary experiences and continues to shape Dubai and the UAE as global destinations for sport, leisure, and lifestyle.

JOB DESCRIPTION

Position                     :           OUTLET SUPERVISOR

Department               :           FOOD & BEVERAGE SERVICE

Responsible To         :           RESTAURANT MANAGER

Responsible For       :           NOT APPLICABLE

(Supervises)

Purpose and Scope of Position

(Job Summary)

Purpose

The Outlet Supervisor is responsible for supporting the Restaurant Manager in managing daily front-of-house operations, ensuring service excellence, smooth shift execution, and team performance. The role leads the service team during shifts, coordinates service flow, ensures standards are followed, and supports the outlet in delivering a consistent Dubai Golf guest experience.

This role sits above Senior Captain and is accountable for full shift leadership, decision-making during service periods, and ensuring operational procedures are followed correctly.

Scope of Position

Guest Experience – Ensure all guests receive warm, personalised and seamless service across all touchpoints.
Shift Leadership – Lead daily briefings, allocate sections, and manage the full service flow during shifts.

Operations Control – Ensure efficient opening/closing procedures, POS control, check accuracy, and basic operational readiness checks.
Revenue Support – Drive upselling culture, support revenue targets and ensure posting accuracy.
People & Training – Coach and support Captains and Waiters during service; assist with onboarding new joiners.
Hygiene & Safety – Ensure HACCP, food safety and hygiene standards are applied at all times during shifts.
Communication – Liaise between service team, culinary team, bar, and management for smooth coordination.
Brand Standards – Uphold Dubai Golf grooming, behaviour and professional standards at all times.

Main Duties:

(Job Related Duties)

1. Guest Experience & Service Management

• Maintain a strong presence on the floor throughout service to ensure guests are supported promptly and professionally.
• Ensure the team delivers consistent Dubai Golf service standards across greeting, order taking, delivery, courtesy checks and farewell.
• Monitor guest satisfaction throughout service and ensure courtesy checks are completed at the correct time.
• Handle guest queries, complaints and special requests professionally, resolving where possible and escalating to the Restaurant Manager when required.
• Ensure members, VIP guests and priority tables receive appropriate personalised service and follow-up.
• Monitor table flow and seating efficiency to ensure service remains smooth and well-paced during busy periods.
• Collect and share guest feedback trends with the Restaurant Manager for service improvement.

2. Shift Leadership & Operations

• Lead pre-shift briefings and ensure the team is aligned on service focus, reservations, VIPs, promotions, and operational expectations.
• Allocate sections and roles (waiters/runners/hosts support) to ensure fair coverage and smooth service flow.
• Monitor service timing and pace, supporting the pass and ensuring accurate and timely delivery of food and beverages.
• Coordinate communication between FOH and BOH during service to manage delays, modifications and special requests.
• Ensure opening and closing checklists are completed properly, including outlet readiness, station setup, cleanliness and restocking.
• Support table management during service including managing walk-ins, reservations, and seating flow in line with outlet requirements.
• Ensure smooth shift handovers by communicating open checks, VIPs, service issues and follow-ups required.

3. Revenue & Business Support

• Drive upselling and suggestive selling culture by coaching the team during service and reinforcing key focus items.
• Ensure all orders are posted correctly on the POS system and support the team with corrections when required.
• Monitor discounts, voids and adjustments during service and escalate concerns to the Restaurant Manager.
• Encourage promotion of desserts, coffee, premium beverages and specials to support revenue performance.
• Support accurate billing procedures and ensure guest checks are handled professionally and efficiently.

4. Product Knowledge

• Maintain strong product knowledge across food and beverage menus, promotions and allergens.
• Ensure the team is updated before each shift on out-of-stock items, chef updates, specials, and service changes.
• Support Captains and Waiters with recommendations, dish explanations, and guest queries when needed.
• Ensure correct communication and escalation of allergy and dietary requirements.

5. Hygiene, Safety & Compliance

• Ensure hygiene and food safety standards are applied during service across FOH areas, stations, and guest tables.
• Conduct regular visual checks of cleanliness and organisation in service stations and public areas.
• Identify and address hazards immediately (spillages, unsafe practices, damaged equipment) and escalate as required.
• Reinforce correct handling of glassware, trays, cutlery and equipment to minimise accidents and breakages.
• Report maintenance and safety concerns promptly and follow up during shift until resolved.

6. Team Development & Communication

• Provide direction, coaching and support to Captains and Waiters throughout service, ensuring performance and consistency.
• Correct service technique in real time and reinforce Dubai Golf SOPs, service steps and outlet standards.
• Support onboarding of new joiners and trainees by guiding them through expectations and daily operational standards.
• Identify performance gaps and escalate concerns to the Restaurant Manager with clear feedback and observations.
• Communicate operational updates clearly and consistently to the team to maintain alignment and standards.

7. Learning & Professional Growth

• Attend mandatory training sessions and leadership briefings as required.
• Participate in menu tastings and product training to strengthen knowledge and service confidence.
• Support learning culture on shift by encouraging training compliance and reinforcing training content through daily coaching.
• Stay informed on upcoming events, promotions and operational changes affecting service delivery.

8. Brand Standards & Professionalism

• Demonstrate excellent grooming, professional appearance and leadership behaviour at all times.
• Lead by example in punctuality, communication and attitude, setting the standard for the team.
• Maintain calm and confident decision-making during busy periods and service challenges.
• Represent Dubai Golf values and culture through daily behaviour and service delivery.

2. Ancillary Duties:

In line with the Club’s strive for continuous improvement, you may be requested to participate in various extra activities contributing towards individuals and organizational growth.

Represent the department or a group in various committees, such as the Staff Committee, Green Theme (environmental), Food Committee, Sport Committee or projects. Be trained as a Fire Marshall or First Aider.

3. Quality Responsibilities:

Aware of Dubai Golf Mission, Vision and Values. Will be responsible to apply the 4 Service Steps throughout serving internal and external customers.

4.  IT Security Awareness:

1. Read, Understand and comply with all applicable Information Security Policies and Procedures of wasl DG.
2. Co-operate, co-ordinate and share information with Internal/External Audit teams as appropriate and applicable.
3. Attend Information Security Awareness sessions conducted by the wasl IT Department.
4. All Information Security breaches, events, weaknesses, incidents (actual or suspected breaches) shall be immediately reported to the IT Service Desk.

5. Levels of Authority:

Prepared by:             Group F & B Manager

Approved by:           Group F & B Manager

POSITION: OUTLET SUPERVISOR

I.D. Number:   ____________________________

Employee:     _____________________________

Signature:     _____________________________

Approved by:

_________________________________

F&B Manager/Group F&B Manager

Date: ____________________________

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Viya is proud to have a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates, who bring diverse perspectives, skills, and experiences to our organisation. Our people are at the heart of everything we do, and we foster a culture built on teamwork, passion, and excellence, where every individual is encouraged to grow and contribute to our shared success.