Head of Service Excellence

PT Unicorn Food & Services; Kecamatan Ubud; On-site; IDR 279,000,000 - 468,720,000; Full time

Job summary

PT Unicorn Food & Services in Bali seeks an inspiring lead for Service Excellence to develop people, build a high-performing team, and deliver world-class hospitality across fast-growing brands.

You will coach, observe guest interactions, improve service standards, collaborate with People & Culture, and shape the future of hospitality within our group.

Qualifications

• 3-5 years of leadership experience in hospitality, restaurants, hotels, or premium customer service.
• Fluent in Bahasa Indonesia and comfortable communicating in English.
• Exceptional communication and interpersonal skills.
• Calm under pressure with excellent problem-solving abilities.
• Highly organized with strong attention to detail.
• Positive, proactive, and solution-oriented.

Responsibilities

• Lead and continuously improve the overall guest experience.
• Coach team members to deliver warm, genuine, memorable service.
• Develop people, maintain world-class service standards, and strengthen team culture.
• Identify opportunities for improvement and help shape the future of hospitality within the company.
• Observe guest interactions and provide regular coaching and feedback.
• Collaborate with senior leadership to drive service excellence.

Skills

Leadership

People development

Coaching

Communication

Bahasa Indonesia

English proficiency

Job description

Lead Service Excellence Across One of Bali’s Fastest-Growing Hospitality Groups.

PT UNICORN Food & Services is the company behind some of Bali's fastest-growing and most viral hospitality brands, including THIS IS BALI and Açaí Queen.

We believe exceptional guest experiences are created by exceptional people.

As we continue to grow, we're looking for an inspiring leader who is passionate about developing people, creating an incredible team culture, and delivering world-class hospitality.

This role is about far more than supervising a restaurant floor.

We're looking for someone who believes that when a team feels supported, motivated, appreciated, and inspired, extraordinary guest experiences naturally follow.

If you love coaching people, solving problems, building culture, and creating unforgettable hospitality experiences, we'd love to meet you.

To build one of Bali's happiest, strongest, and highest-performing service teams.

You will create an environment where team members genuinely enjoy coming to work, continuously improve their skills, take pride in their work, and consistently deliver exceptional hospitality that creates unforgettable memories for our guests.

You'll be responsible for developing people, maintaining world-class service standards, strengthening team culture, identifying opportunities for improvement, and helping shape the future of hospitality within our company.

Lead and continuously improve the overall guest experience.

Ensure consistently outstanding hospitality standards across every shift.

Coach team members to deliver warm, genuine, memorable service.

Observe guest interactions and provide regular coaching and feedback.

Ensure service SOPs are consistently followed and continuously improved.

Drive service quality through daily floor coaching rather than only formal training.

Inspire, coach, and develop the service team.

Build a positive, supportive, and high-performing team culture.

Conduct regular one-on-one coaching sessions.

Help every team member grow professionally and personally.

Identify future supervisors and leaders within the team.

Recognise outstanding performance and celebrate successes.

Support and mentor new team members throughout onboarding.

Build a workplace where people feel respected, appreciated, and motivated.

Identify early signs of stress, burnout, conflict, or disengagement.

Work closely with People & Culture to strengthen employee engagement.

Help improve retention by creating an environment where great people want to stay.

Encourage teamwork, trust, accountability, and open communication.

Maintain smooth daily restaurant operations.

Support the team during busy service periods.

Identify operational bottlenecks before they affect guests.

Solve operational challenges proactively.

Collaborate closely with the Restaurant Manager, Head of Kitchen Operations, kitchen team, purchasing team, and other departments.

Continuously improve systems, workflows, and efficiency.

Ensure every guest feels genuinely welcomed and cared for.

Review guest feedback, Google Reviews, and operational trends.

Turn guest feedback into coaching opportunities.

Resolve guest concerns with professionalism, empathy, and care.

Create memorable experiences that guests will never forget.

Continuously raise the standard of hospitality.

Recommend ideas that improve service quality, team happiness, efficiency, or guest satisfaction.

Build systems that make excellence repeatable.

Measure performance through coaching, observation, and data.

Always look for ways to make tomorrow better than today.

A motivated and engaged service team.

Low employee turnover.

Strong team morale.

Consistently exceptional guest experiences.

Outstanding Google Reviews and guest feedback.

High service quality across every shift.

Future leaders developed from within the team.

Operational issues identified and solved before they become problems.

A culture where people support one another, take ownership, and genuinely enjoy coming to work.

3-5 years of leadership experience in hospitality, restaurants, hotels, or premium customer service.

A natural coach who genuinely enjoys helping people grow.

Exceptional communication and interpersonal skills.

Strong emotional intelligence and empathy.

Calm under pressure with excellent problem-solving abilities.

Passionate about hospitality and creating memorable guest experiences.

Highly organised with strong attention to detail.

Positive, proactive, and solution-oriented.

Able to inspire trust, ownership, and accountability.

Fluent in Bahasa Indonesia and comfortable communicating in English.

Reports to:

Senior Servers

Servers

Senior Service Assistants

Service Assistants

Leads:

Head of Kitchen Operations

Kitchen Operations Coordinator

People & Culture

Purchasing Team

At PT UNICORN, we believe great companies are built by great people.

You'll work closely with leadership to shape the future of hospitality across our growing brands while helping create a workplace where people genuinely enjoy coming to work every day.

This is an opportunity to build something meaningful, develop future hospitality leaders, and make a lasting impact on thousands of guest experiences.

If you're passionate about people, hospitality, leadership, and continuous improvement, we'd love to hear from you.