Service Manager - Food & Beverage (AGSM)

Shangri-La Group; Kuala Lumpur; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

Shangri-La Kuala Lumpur is seeking a dynamic Reservations Information Centre supervisor to oversee daily operations, guide RRIC agents, and coordinate with F&B leaders for optimal reservation flow.

You will handle guest inquiries, upsell offerings, and ensure accurate bookings while maintaining standards and KPIs in a fast-paced luxury hotel environment.

Qualifications

• Minimum 2 years' experience in a similar role within a five-star hotel.
• Knowledge of reservation systems (RRIC/TMS) and MS Office.
• Excellent communication, interpersonal and customer service skills.
• Strong leadership, team management and coaching capabilities.
• Ability to plan, organize, and perform in a fast-paced environment.

Responsabilités

• Manage day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Supervise and coordinate RRIC agents.
• Work with F&B Management and Outlet Managers to ensure efficient reservation operations.
• Coordinate and monitor online food orders (LG2Go) for takeaway and delivery.
• Prepare staff duty rosters and annual leave schedules.
• Manage restaurant reservations and online order-taking activities.
• Ensure compliance with hotel policies, procedures, and service standards.
• Lead daily reservation operations to maximize business opportunities.
• Handle guest enquiries and communications professionally.
• Upsell restaurant offerings and manage reservation proposals, confirmations, and follow-ups.
• Maintain reservation records, reports, and tracking systems.
• Review booking enquiries, quotations, invoices, and confirmation letters.
• Support achievement of departmental and individual KPIs.
• Conduct performance reviews and provide feedback to team members.
• Train, coach, and supervise team members.
• Communicate guest feedback and operational issues to management.
• Stay updated on hotel events, promotions, VIP guests, and special requirements.
• Coordinate reservations for festive and special events.
• Monitor group bookings and ensure proper communication within the team.
• Guide staff on telephone etiquette, service standards, and departmental objectives.

Connaissances

Reservation systems RRIC/TMS

Microsoft Office

Professional email

Restaurant operations

Leadership & coaching

Communication

Planning & organization

Problem solving

English proficiency

Formation

Diploma/Degree in Hospitality or related field

High School Diploma + experience

Description du poste

Be part of our Shangri-La family

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.

Shangri-La, Kuala Lumpur

Be part of our Shangri-La family

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 day-to-day operations of the Restaurants Reservations Information Centre (RRIC).
• Supervise and coordinate RRIC agents.
• Work closely with F&B Management and Outlet Managers to ensure efficient reservation operations.
• Coordinate and monitor online food orders (LG2Go) for takeaway and delivery.
• Prepare staff duty rosters and annual leave schedules.
• Manage restaurant reservations and online order-taking activities.
• Ensure compliance with hotel policies, procedures, and service standards.
• Lead daily reservation operations to maximize business opportunities.
• Handle guest enquiries and communications professionally.
• Upsell restaurant offerings and manage reservation proposals, confirmations, and follow-ups.
• Maintain reservation records, reports, and tracking systems.
• Review booking enquiries, quotations, invoices, and confirmation letters.
• Support achievement of departmental and individual KPIs.
• Conduct performance reviews and provide feedback to team members.
• Train, coach, and supervise team members.
• Communicate guest feedback and operational issues to management.
• Stay updated on hotel events, promotions, VIP guests, and special requirements.
• Coordinate reservations for festive and special events.
• Monitor group bookings and ensure proper communication within the team.
• Guide staff on telephone etiquette, service standards, and departmental objectives.

Job Requirements

• Minimum 2 years' experience in a similar role within a five-star hotel environment.
• High School Diploma/GED with 4 years' relevant experience, or a Diploma/Degree in Hospitality, Hotel & Restaurant Management, Business Administration, or a related field with at least 2 years' relevant experience.
• Knowledge of reservation systems (RRIC/TMS), Microsoft Office, and professional email communication.
• Strong understanding of restaurant operations, menus, and Food & Beverage services.
• Excellent communication, interpersonal, and customer service skills.
• Strong leadership, team management, coaching, and talent development capabilities.
• Ability to plan, organize, prioritize tasks, and perform effectively in a fast-paced environment.
• Strong problem-solving, decision-making, and analytical skills.
• Computer literate with good spoken and written English.
• Knowledge of hygiene, food safety, fire safety, and life safety standards.
• Professional, adaptable, flexible, results-oriented, and able to work collaboratively with different stakeholders.
• Possess good business acumen and technical knowledge to support operational objectives.