F&B Service & Guest Experience Lead

HELLO CONCEPTS PTE. LTD.; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Hello Concepts Pte. Ltd. is seeking a hands-on F&B Service Manager who will supervise frontline teams across outlets, ensuring consistent guest experiences. You will coach staff, enforce service standards, and drive continuous improvement while remaining present during service and events.

The role involves hiring and developing service staff, conducting regular performance reviews, and coordinating with Head of Operations to optimize service flow and guest satisfaction across multiple outlets.

Qualifications

• 4–6 years in F&B experience
• ≥2 years in supervisory/management role
• Proven track record managing service teams of 10+ across multiple points
• Strong knowledge of service SOPs, table management and guest recovery
• Able to design and deliver staff training programmes and give direct feedback

Responsibilities

• Develop, implement, and enforce service SOPs across all outlets.
• Conduct floor walks and service audits to maintain standards and guest experience.
• Own guest experience from arrival to departure, manage seating pace and handling complaints.
• Direct line management of Outlet Managers for service matters; oversee staff hiring, onboarding, scheduling, reviews, and disciplinary processes.
• Coordinate service logistics for events and liaise with kitchen on service flow and timing.
• Support Head of Operations with reporting on KPIs, staff performance and guest satisfaction trends.
• Flag operational issues or gaps to Head of Operations with recommended solutions.

Skills

Staff management

Coaching & mentoring

Communication

Guest service excellence

Operational awareness

Job description

Hello Concepts Pte. Ltd. is seeking a hands-on F&B Service Manager who will supervise frontline teams across outlets, ensuring consistent guest experiences. You will coach staff, enforce service standards, and drive continuous improvement while remaining present during service and events.

The role involves hiring and developing service staff, conducting regular performance reviews, and coordinating with Head of Operations to optimize service flow and guest satisfaction across multiple outlets.