Service Manager - F&B (GSM)

Shangri-La Hotels (Malaysia) Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Shangri-La Kuala Lumpur is seeking an energetic F&B Operations Manager to lead and optimize our outlets, ensuring exceptional guest experiences, service excellence, and operational efficiency. You will coach and supervise department managers, maintain hygiene and service standards, and collaborate with kitchen, finance, and other departments to drive sales and maintain budgets.

The ideal candidate has 5–8 years in F&B operations with at least 2–3 years in a supervisory role, strong leadership,

Qualifications

• Bachelor's Degree, Diploma, or professional qualification in Hospitality Management, Hotel Management, Food & Beverage Management, or related field.
• 5–8 years of F&B operations experience, including 2–3 years in a managerial or supervisory role.
• Strong knowledge of restaurant operations, guest service standards, F&B service, and hospitality management.
• Proven leadership and team management capabilities with ability to motivate and develop employees.
• Strong customer service orientation with excellent problem-solving and conflict-resolution skills.
• Sound budgeting, forecasting, cost control, inventory management, and labor management understanding.

Responsibilities

• Manage the overall operations and performance of Food & Beverage outlets to ensure exceptional guest experiences, service excellence, and operational efficiency.
• Lead, coach, and supervise Assistant Guest Services Managers, team leaders, and service associates to achieve departmental objectives.
• Ensure all guests are greeted, seated, and served promptly, professionally, and courteously.
• Maintain high standards of customer service, hospitality, and guest satisfaction in accordance with company standards.
• Monitor service delivery and restaurant operations to ensure consistency, quality, and adherence to established procedures.
• Develop staff schedules and manpower plans to ensure adequate coverage while maximizing productivity.
• Drive sales and revenue growth through upselling, promotional activities, guest engagement, and service initiatives.

Skills

Leadership

Customer service

Budgeting

Forecasting

Cost control

Inventory management

Labor management

Communication

Education

Bachelor's Degree in Hospitality/Hotel/F&B Management

Diploma or professional qualification in related field

Tools

Microsoft Office

Hospitality management systems

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:

• Manage the overall operations and performance of Food & Beverage outlets to ensure exceptional guest experiences, service excellence, and operational efficiency.
• Lead, coach, and supervise Assistant Guest Services Managers, team leaders, and service associates to achieve departmental objectives.
• Ensure all guests are greeted, seated, and served promptly, professionally, and courteously.
• Maintain high standards of customer service, hospitality, and guest satisfaction in accordance with company standards.
• Handle guest feedback, concerns, and complaints promptly, professionally, and diplomatically, ensuring effective resolution.
• Monitor service delivery and restaurant operations to ensure consistency, quality, and adherence to established procedures.
• Implement, maintain, and enforce Food & Beverage service standards, policies, and operating procedures.
• Conduct regular inspections to ensure cleanliness, hygiene, tidiness, and maintenance of dining areas, furniture, equipment, utensils, and service stations.
• Collaborate closely with kitchen, stewarding, bar, purchasing, finance, and other departments to ensure smooth operations.
• Develop staff schedules and manpower plans to ensure adequate coverage while maximizing productivity.
• Monitor mise-en-place, outlet readiness, and service preparations to ensure operational excellence.
• Drive sales and revenue growth through upselling, promotional activities, guest engagement, and service initiatives.
• Identify and recommend promotional opportunities, special events, and revenue-generating activities.
• Manage labor, food, beverage, and operating costs through effective forecasting, scheduling, and resource utilization.
• Control wastage, pilferage, breakage, and inventory losses while maintaining service standards.
• Ensure all assets, equipment, chinaware, glassware, silverware, and furnishings are properly maintained and accounted for.
• Attend and lead operational briefings, meetings, and communication sessions to ensure alignment and information sharing.
• Maintain operational records, logbooks, reports, and communication boards to support daily operations.
• Monitor compliance with food safety, hygiene, health, and environmental standards.
• Conduct regular guest interactions to assess satisfaction levels and identify improvement opportunities.
• Promote teamwork, professionalism, and a positive work environment through effective leadership and communication.
• Develop and implement onboarding, training, coaching, and continuous learning programs for service employees.
• Conduct performance evaluations, provide feedback, and support employee development, promotion, and succession planning.
• Support recruitment, selection, orientation, and retention of Food & Beverage service employees.
• Ensure all employees maintain high standards of grooming, appearance, personal hygiene, and professional conduct.
• Foster a culture of environmental responsibility through waste reduction, recycling, and sustainable practices.
• Perform additional duties and oversee other operational areas as assigned by management.

Job Requirements:

• Bachelor's Degree, Diploma, or professional qualification in Hospitality Management, Hotel Management, Food & Beverage Management, or a related field.
• Minimum 5 to 8 years of Food & Beverage operations experience, including at least 2 to 3 years in a managerial or supervisory role.
• Strong knowledge of restaurant operations, guest service standards, food and beverage service, and hospitality management.
• Proven leadership and team management capabilities with the ability to motivate and develop employees.
• Strong customer service orientation with excellent problem-solving and conflict-resolution skills.
• Demonstrated ability to drive sales, improve guest satisfaction, and achieve operational targets.
• Sound understanding of budgeting, forecasting, cost control, inventory management, and labor management.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to work effectively with cross-functional departments and diverse teams.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Experience in staff training, coaching, performance management, and employee development.
• Knowledge of food safety, hygiene, sanitation, and workplace health and safety regulations.
• Proficiency in Microsoft Office applications and hospitality management systems.
• Ability to work flexible hours, including weekends, public holidays, and shift schedules.
• Professional appearance, positive attitude, and commitment to delivering exceptional guest experiences.
• Strong analytical skills and attention to detail.
• Fluency in English; additional language skills would be an advantage.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 101-1,000 employees

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.