Service Manager - F&B (AGSM)

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 56,000 - 100,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic Banquet Operations Supervisor to oversee daily banquet functions and ensure top service standards.

You will lead a multi-skilled team, maintain quality and hygiene, manage guest feedback, and coordinate with internal departments to deliver flawless events. Diploma in Hospitality or F&B and 2–3 years in banquet/hospitality are required; long hours and shifts may apply.

Qualifications

• Diploma in Hospitality Management, F&B Management, or related field.
• Strong knowledge of banquet operations and customer service standards.
• Excellent communication and interpersonal skills.

Responsibilities

• Oversee and ensure smooth daily operations of banquet functions and events.
• Maintain service quality, food & beverage standards, and cleanliness of assigned areas.
• Coordinate with internal departments to support successful event execution.

Skills

Leadership

Communication

Problem-solving

Organizational

Customer service

Education

Diploma in Hospitality Management, F&B Management, or related field

Tools

MS Office

Job description

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today, the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific, North America, Europe and the Middle East.

Based in Hong Kong, we are expanding globally with developments under way throughout Asia, the Middle East and Africa. With our extensive footprint in Asia and in key cities worldwide, we offer global exposure, exciting career prospects and opportunities in hospitality, F&B, real estate, technology, marketing, design, business development, finance, project management, and many other areas.

Shangri-La Kuala Lumpur is perfectly situated in the heart of the city, to explore and discover well-known attractions and activities that Kuala Lumpur has to offer.

As a premier deluxe hotel with a proud tradition in providing gracious Malaysian hospitality to the world, we are inviting dynamic individuals to join one of the region's most exclusive city hotel.

We are in search of energetic, vibrant and multi-skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the hotel.

It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

Job Description

• Oversee and ensure the smooth daily operations of banquet functions and events.
• Maintain service quality, food and beverage standards, and cleanliness of assigned areas.
• Ensure company policies, procedures, and service standards are communicated and consistently followed by team members.
• Obtain guest feedback and address complaints promptly and professionally to ensure customer satisfaction.
• Coordinate and communicate effectively with internal departments to support successful event execution.
• Ensure all event details and function requirements are accurately communicated to the banquet team.
• Monitor the proper use, cleanliness, and maintenance of equipment, materials, and facilities.
• Identify and recommend operational improvements to enhance service quality and efficiency.
• Ensure compliance with fire, life safety, hygiene, and food safety procedures.
• Review guest feedback and operational reports to identify service improvement opportunities and training needs.
• Assist in staff management, including scheduling, training, performance monitoring, and employee engagement.
• Enforce grooming, punctuality, and performance standards among team members.
• Coordinate inventory control and monitor breakage and equipment costs.
• Support cost control initiatives relating to labor, operating supplies, utilities, and other expenses.
• Prepare operational reports and perform other duties assigned by management.

Job Requirements

• Diploma in Hospitality Management, Food & Beverage Management, or a related field.
• Minimum 2-3 years of experience in Food & Beverage operations, including supervisory experience.
• At least 1 year of experience in a similar role within a hotel, banquet, or hospitality environment.
• Strong knowledge of banquet operations, food and beverage service, and customer service standards.
• Good leadership, team management, and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to handle guest feedback and complaints professionally.
• Strong organizational, problem-solving, and decision-making abilities.
• Knowledge of food safety, hygiene, and workplace safety standards.
• Fluent in spoken and written English; additional language skills are an advantage.
• Computer literate with basic administrative and reporting skills.
• Customer-focused, self-motivated, and proactive.
• Flexible, adaptable, and willing to work long hours, shifts, weekends, and public holidays when required.

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.

At Shangri-La Group, joy is more than a feeling – it is a way of life. Since 1971, our people have brought the care and human touch of Asian hospitality across the globe, creating heartfelt connections and unforgettable experiences.

We believe joy is personal yet universal, found in every smile, every moment shared, and every experience elevated through our Asian art of hosting. Guided by our values and culture, we invite you to discover your purpose, grow with us, and find your Shangri-La in Shangri-La.