Guest Experience Manager

Dr Mark Leong Pte Ltd; Santo Niño 1st; On-site; PHP 2,375,000 - 2,870,000; Full time

Benefits offered by this job

Professional development

Purpose driven workplace

Supportive work environment

Job summary

Dr Mark Leong Team is seeking a strategic Guest Experience Manager to lead daily retail operations, coach supervisors and frontline staff, and maintain high service standards across outlets. You will manage customer relationships, handle complaints, and support events while ensuring safety, hygiene, and regulatory compliance.

The role emphasizes leadership, budgeting, and process improvements to deliver exceptional guest experiences and sustainable performance as the community expands across

Qualifications

• Diploma or higher in a related discipline is required.
• Minimum 3 years of proven experience in F&B operations, retail operations, or multi-outlet management.
• Strong leadership, communication, and people management skills.

Responsibilities

• Oversee daily retail operations across all outlets and uphold service standards, SOPs, safety and hygiene.
• Lead, mentor, train and supervise outlet staff while ensuring compliance with SOPs and safety regulations.
• Manage customer relationships, handle feedback and service recovery to maintain high brand satisfaction.
• Prepare monthly operational reports, analyze data, and track budgets and cost controls.
• Maintain relationships with suppliers and ensure outlets meet regulatory requirements.

Skills

Leadership

Communication

People management

Problem solving

Operational planning

Education

Diploma/Advanced Diploma or related

Job description

At Dr Mark Leong Team, we are more than a weight loss company - we are a community united by one mission: to support ladies above 40 to become fitter, stronger, healthier, and more confident as they age.

We understand that losing weight after 40 is different. Changes in metabolism, hormones, muscle mass, lifestyle, and nutrition can make it increasingly difficult to achieve results using the same methods that worked when we were younger.

That is why we focus on helping our community understand their body, nutrition, food choices, movement, and lifestyle - so that weight loss is not simply about seeing a smaller number on the weighing scale, but about building a stronger and healthier body for the years ahead.

We believe people deserve clarity, not guesswork.

Through education, practical nutrition strategies, community support, and technology, we help our members make better choices that can become part of their everyday lives.

Most importantly, we believe transformation is easier when you do not have to do it alone.

We are building a community where women can learn together, progress together, encourage one another, and celebrate every milestone - from losing weight and becoming fitter to gaining strength, confidence, and a better quality of life.

As the Dr Mark Leong community continues to grow across Asia and beyond, we are looking for passionate, energetic, and mission-driven individuals to join our team and help us create meaningful transformation - one woman, one family, and one community at a time.

Guest Experience Manager

Key Responsibilities

Operational Leadership

• Oversee daily retail operations across all outlets.
• Ensure service standards, SOPs, safety, and hygiene levels are consistently upheld.
• Implement operational improvements to maximise efficiency and guest satisfaction.
• Manage and optimise manpower planning, staff scheduling, and shift allocations.
• Support special events, workshops, and peak periods as required.

People Management

• Lead, mentor, train, and supervise outlet supervisors, team leads, and frontline staff.
• Ensure teams comply with company SOPs, discipline standards, and safety regulations.
• Conduct onboarding, performance evaluations, and continuous staff development.
• Address staff concerns, performance issues, and disciplinary matters professionally.

Customer Relationship Experience & Issues Resolution

• Manage customer relationship, feedback, complaints, and service recovery.
• Maintain a high level of client satisfaction and brand consistency.

Reporting, Analysis & Budgeting

• Prepare monthly operational reports, including inventory, cost control, and performance metrics.
• Analyse operational data to identify gaps and improvement opportunities.
• Develop and track operating budgets.
• Implement cost-control measures without compromising service quality.

Vendor, Facility, Event Planning & Administrative Management

• Maintain strong relationships with suppliers, vendors, and external partners.
• Ensure outlets comply with regulatory, safety, and licensing requirements.
• Attend regular management meetings and drive execution of company policies.
• Provide event planning, operational support during busy periods and major business initiatives.

Requirements

• Candidates should hold a Diploma, Advanced/Higher/Graduate Diploma or a related discipline.
• Minimum 3 years of proven experience in F&B operations, retail operations, or multi-outlet management.
• Strong leadership, communication, and people management skills.
• Excellent problem-solving, decision-making, and operational planning abilities.
• Ability to work in a fast-paced environment with a hands‑on approach.
• Highly motivated, resourceful, and structured in management style.

Why Join Us

• Professional development
• Purpose driven workplace
• Supportive work environment

Interested applicants are invited to submit their detailed resume and portfolio to our Human Capital Department at: ••••@dmlasia.com.

Only shortlisted candidates will be notified.