Restaurant Operations & Guest Experience Lead

Mandarin Oriental, Kuala Lumpur; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Mandarin Oriental, Kuala Lumpur is seeking a Restaurant Supervisor/Manager to oversee all aspects of the restaurant, deliver a high-quality guest experience, and motivate colleagues to maintain exceptional customer service. You will supervise F&B standards, VIP functions, and ensure accurate and timely service, while building strong client relationships.

The role requires exceptional management skills, a strong understanding of customer service, and daily adherence to MO Pillars and LQE.

Qualifications

• Strong customer service and hospitality orientation.
• Proven leadership and team-motivation abilities.
• Ability to manage guest expectations and resolve issues.
• Excellent communication with guests and colleagues.
• Experience in supervising F&B service and VIP functions.

Responsibilities

• Attend to guest requests and complaints, efficiently and courteously
• Ensure that the standards of Food and Beverage service are maintained
• Monitor and supervise small VIP functions not handled by the Banquet Department
• Ensure that the orders are delivered at the proper temperature
• Ensure that all colleagues are familiar with the contents of all menus, and the composition of each item
• Ensure the all tables are set up correctly and in a timely manner
• Provide feedback on customer complaints
• Ensure that all orders are carried out correctly
• Give special attention to all VIP guests
• Develop a good relationship with clients
• To check reservation at the beginning of each service and ensure station is set up completely and on time according to the reservation
• To always practice LQE and MO Pillars daily in the operations
• Attend all training sessions and courses, briefings and meetings as required
• Look continuously for ways to improve the quality service and surpass the standards
• Make a significant and continuous effort to increase your professional knowledge in order to achieve the goals and objectives of the hotel and department
• Actively support the hotel’s team culture, and help to achieve the hotel’s vision, goals and values
• Show a positive, energetic and caring attitude at all times towards guests and fellow employees

Skills

Customer service

Leadership

Staff training

Communication

Guest relations

Job description

Mandarin Oriental, Kuala Lumpur is seeking a Restaurant Supervisor/Manager to oversee all aspects of the restaurant, deliver a high-quality guest experience, and motivate colleagues to maintain exceptional customer service. You will supervise F&B standards, VIP functions, and ensure accurate and timely service, while building strong client relationships.

The role requires exceptional management skills, a strong understanding of customer service, and daily adherence to MO Pillars and LQE.