F&B Service Manager

Mô tả công việc:

Position Summary
- The Food & Beverage Service Manager is responsible for driving exceptional service standards and delivering outstanding guest experiences across all F&B outlets.
- This role embodies and promotes the philosophy of Omotenashi—anticipating guest needs with sincerity, attention to detail, and selfless hospitality—ensuring every interaction is thoughtful, personalized, and memorable without expectation of recognition or reward.
Key Responsibilities
Service Excellence & Guest Experience
• Handle VIP guests, complaints, and special requests with sincerity, humility, and professionalism
• Lead and uphold service standards across all outlets with a strong foundation in Omotenashi service.
• Anticipate guest needs proactively and deliver intuitive, detail- oriented service beyond expectations
• Actively monitor the dining experience and perform graceful service recovery when needed
• Inspire the team to deliver service that is genuine, caring, and unobtrusive
• Ensure every guest receives a personalized, seamless, and emotionally engaging experience

Quality Control & Operational Standards
• Conduct daily floor supervision and service audits with focus on details, timing, and guest perception
• Maintain exceptional standards of hygiene, presentation, and ambiance
• Ensure all service procedures (SOPs) reflect both operational excellence and Omotenashi service mindset
• Collaborate closely with the Kitchen team to ensure harmony between cuisine and service experience

Training & Team Development
• Design and deliver training programs focused on:
•Guest engagement & personalization
•Omotenashi mindset and behaviors (anticipation, subtlety, sincerity)
• Act as a role model by demonstrating refined, thoughtful, and consistent service behavior
• Develop a culture of continuous improvement and pride in service craftsmanship
•Service sequence & technical skills
• Coach team members on how to read guest cues and respond intuitively

Guest Feedback & Reputation Management
• Encourage and guide the team to create memorable moments that inspire positive guest reviews
• Identify insights related not only to service efficiency but also emotional guest experience
• Drive continuous improvement plans aligned with Omotenashi service mindset
• Monitor and analyze guest feedback (Tripadvisor, Google Reviews, internal surveys)

Operational Support & Coordination
• Participate in planning and execution of promotions, special events, and curated guest experiences
• Support outlet managers in daily operations when required
• Ensure smooth and respectful coordination between service, kitchen, and other departments

Performance & Compliance
• Monitor service KPIs (guest satisfaction, review scores, service timing, guest return rate)
• Ensure compliance with hotel policies, brand standards, and safety regulations
• Contribute to cost control through efficient operations while maintaining uncompromised service quality

Qualifications & Experience
• Bachelor’s degree in Hospitality Management or related field
• Experience in upscale or luxury hotel/restaurants preferred
• Minimum 3–5 years of experience in F&B operations, with at least 1–2 years in a managerial role
• Strong understanding of high- touch, personalized service environments

Core Competencies
• Excellent communication and interpersonal skills
• Problem- solving and decision- making under pressure
• Guest- centric mindset with strong emotional intelligence
• Leadership and coaching capability
• Deep appreciation and practice of Omotenashi (selfless hospitality and anticipation of needs)
• Strong attention to detail and service precision

- Hotel pays full for employees Social- Medical- Unemployment insurance AND Personal Accident Insurance 24/24
- Entitled annual summer outing trip, annual leave, annual health check and other benefits following hotel policy.
- Duty meal in working day provided by the hotel
- Personal Income Tax: will be borne by the Company
- Work 8 hours/day, admin time, 1.5 day off/week
- Monthly salary and bonus 13th month salary at year end guarantee and more (depends on business situation)
- Entitled service charge by the hotel
- 2 months of probation

Cập nhật gần nhất lúc: 2026-05-01 23:55:02