FB Service Manager

Key Responsibilities:
Track guest feedback (via platforms like internal surveys, online reviews, and guest comments) and lead initiatives to improve guest satisfaction scores.
Operational Oversight
Collaborate closely with Food & Beverage Manager to align service approach and develop targeted training plans based on feedback and performance insights.
Create and manage staff schedules that balance operational coverage with team member time- off requests, ensuring both service continuity and employee well- being.
Ensure all service standards and sequences are consistently followed and elevated across outlets.
Monitor performance of upselling initiatives and provide feedback to improve conversion.
Maintain a strong presence across all service periods and outlets, including bars, restaurants, pool areas, in- room dining, and banquet functions.
Champion service recovery efforts and ensure high- touch follow- up with guests when needed.
Guest Experience & Satisfaction
Ensure upselling of promotions, signature experiences, and add- ons is consistently executed by service staff.
Team Leadership & Coaching
Identify service bottlenecks or inefficiencies and implement operational improvements.
Conduct regular floor walks during service to observe, support, and guide staff in real time.
Implement and monitor small- scale projects aimed at enhancing guest experience and personalization.
Upselling & Revenue Support
Work closely with kitchen, bar, and service teams to ensure seamless coordination and communication across departments.
Assist in quality control of menus, setups, and guest touchpoints.
Provide on- the- spot coaching and support to service team members to improve performance, efficiency, and style.
Act as a mentor and trainer, fostering a culture of continuous learning and service excellence.
Daily recap of guests arrivals/inhouse/departures to ensure a complete tracking of their journeys from start to finish + assignment of teams to fulfill guests needs.
Lead daily pre- shift briefings and trainings that focus on guest engagement, upselling, menu and beverage knowledge, service sequence and brand standards.
Collaboration & Communication
Participate in F&B management meetings, providing feedback from the floor and suggesting improvements.
Engage directly with guests during service to ensure satisfaction, anticipate needs, and resolve issues promptly.

Excellent interpersonal and guest engagement skills; acts as a brand ambassador, upholding and promoting the hotel’s image and values.
Genuine care for guests and team, fostering a positive and service- driven environment.
Ability to work flexible hours, including weekends, holidays, and evenings.
Strong hands- on leadership style with a natural presence on the floor.
Proven track record of operational excellence, leading teams to consistently deliver high standards in service flow and guest experience.
Minimum 5 years of experience in F&B service, including at least 2 years in a supervisory or management role within a standalone fine dining or 5- star luxury hotel / resort environment.
Proven experience in team coaching, training, and enhancing service quality.
Fluent in English & Vietnamese; additional languages are a plus.

Policies and benefits follow company regulations.

Cập nhật gần nhất lúc: 2026-01-03 17:15:03