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
1. Service Excellence & Guest Experience
• 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
• Ensure every guest receives a personalized, seamless, and emotionally engaging experience
• Actively monitor the dining experience and perform graceful service recovery when needed
• Handle VIP guests, complaints, and special requests with sincerity, humility, and professionalism
• Inspire the team to deliver service that is genuine, caring, and unobtrusive
2. Quality Control & Operational Standards
• Ensure all service procedures (SOPs) reflect both operational excellence and Omotenashi service mindset
• Conduct daily floor supervision and service audits with focus on details, timing, and guest perception
• Maintain exceptional standards of hygiene, presentation, and ambiance
• Collaborate closely with the Kitchen team to ensure harmony between cuisine and service experience
3. Training & Team Development
• Design and deliver training programs focused on:
•Service sequence & technical skills
•Guest engagement & personalization
•Omotenashi mindset and behaviors (anticipation, subtlety, sincerity)
• Coach team members on how to read guest cues and respond intuitively
• Develop a culture of continuous improvement and pride in service craftsmanship
• Act as a role model by demonstrating refined, thoughtful, and consistent service behavior
4. Guest Feedback & Reputation Management
• Monitor and analyze guest feedback (Tripadvisor, Google Reviews, internal surveys)
• Identify insights related not only to service efficiency but also emotional guest experience
• Drive continuous improvement plans aligned with Omotenashi service mindset
• Encourage and guide the team to create memorable moments that inspire positive guest reviews
5. Operational Support & Coordination
• Support outlet managers in daily operations when required
• Ensure smooth and respectful coordination between service, kitchen, and other departments
• Participate in planning and execution of promotions, special events, and curated guest experiences
6. 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