Outlet Operations Leader - F&B & Guest Experience

Shangri-La Hotel Kuala Lumpur; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Shangri-La Hotel Kuala Lumpur seeks an experienced Outlet Supervisor to oversee daily operations, deliver exceptional service, and maintain brand standards across food & beverage areas. You will lead, train, and coach a diverse team, ensure quality, cleanliness, and cost control, and coordinate with Culinary, Housekeeping, Sales & Events to support events.

The role requires a Diploma or higher in Hospitality/F&B, 2–3 years F&B ops with supervisory experience, strong leadership, English

Qualifications

• Diploma or higher in Hospitality Management, F&B Management or related field.
• Minimum 2–3 years of experience in F&B operations, including supervisory/assistant managerial responsibilities.
• At least 1 year of experience in a similar role within hotel, banquet, restaurant, or hospitality environment.
• Strong knowledge of F&B operations, banquet services, guest relations, and service standards.
• Demonstrated leadership skills with the ability to motivate, coach, and manage a diverse team.
• Excellent communication and interpersonal skills with fluency in English.

Responsibilities

• Oversee and ensure smooth daily operations of the outlet.
• Maintain exceptional service standards in line with company policies, procedures, and brand expectations.
• Ensure consistent quality of food, beverages, service delivery, and cleanliness of all assigned areas.
• Lead, supervise, motivate, and develop team members through effective scheduling, training, coaching, performance management, and employee engagement initiatives.
• Enforce grooming, punctuality, and performance standards among team members.
• Handle guest feedback, inquiries, and complaints promptly and professionally to ensure high levels of guest satisfaction.
• Coordinate with Culinary, Stewarding, Sales & Events, Housekeeping, and other hotel departments to support smooth operations and successful event execution.
• Ensure banquet function details and operational requirements are accurately communicated and executed by the team.
• Monitor inventory levels, equipment usage, breakage, and maintenance to ensure proper cost control and efficiency.
• Support cost control initiatives relating to labor, operating supplies, utilities, inventory, and other operating expenses.
• Review guest feedback and service performance to identify improvement opportunities and training needs.
• Identify and recommend operational enhancements to improve service quality, efficiency, and profitability.
• Ensure full compliance with food safety, hygiene, fire, life safety, and workplace safety regulations.
• Prepare operational reports and perform other duties as assigned by management.

Skills

Leadership

Communication

Organizational skills

Guest relations

Problem-solving

Decision-making

Computer literacy

Customer-focused

Education

Diploma or higher in Hospitality Management / F&B Management

Tools

Budgeting

Inventory control

Reporting

Job description

Shangri-La Hotel Kuala Lumpur seeks an experienced Outlet Supervisor to oversee daily operations, deliver exceptional service, and maintain brand standards across food & beverage areas. You will lead, train, and coach a diverse team, ensure quality, cleanliness, and cost control, and coordinate with Culinary, Housekeeping, Sales & Events to support events.

The role requires a Diploma or higher in Hospitality/F&B, 2–3 years F&B ops with supervisory experience, strong leadership, English