F&B Service Manager: Lead Guest Experience & Service Team

HELLO ARIGATO PTE. LTD.; Singapore; On-site; SGD 84,000 - 120,000; Full time

Job summary

Hello Arigato Pte. Ltd. is seeking an F&B Service Manager to ensure exceptional guest experiences across all outlets.

You will be visible on floor, coach staff, enforce service standards, and drive continuous improvement while coordinating with Outlet Managers and the Head of Operations. This hands-on role requires 4–6 years in F&B with supervisory experience, strong SOP knowledge, and a proven ability to train teams.

Qualifications

• 4–6 years in F&B with at least 2 years in a supervisory or management role.
• Proven track record of managing service teams across multiple outlets.
• Strong working knowledge of service SOPs, table management, and guest recovery.
• Demonstrated ability to develop and deliver staff training programmes.
• Confident communicator with the ability to give direct feedback and enforce standards.

Responsibilities

• Develop, implement, and enforce service SOPs across all outlets
• Conduct regular floor walks and service audits to ensure standards are maintained
• Own the guest experience from arrival to departure — table sequencing, pacing, complaint resolution
• Review guest feedback (reviews, comment cards, direct complaints) and close the loop with outlet teams
• Maintain grooming, uniform, and conduct standards for all service staff
• Direct line management of Outlet Managers for all service-related matters
• Full ownership of service staff — hiring, onboarding, scheduling, performance reviews, and disciplinary processes
• Conduct regular 1-on-1s with Outlet Managers to track performance, surface issues, and align on priorities
• Manage and oversee staffing levels across outlets, including coverage planning for events and peak periods
• Design and deliver onboarding programme for new service staff
• Run ongoing training on upselling techniques, menu knowledge, allergen awareness, and complaint handling
• Identify high-potential team members and create structured development pathways
• Coordinate pre-service briefings to ensure staff are prepared for each shift
• Coordinate service logistics for events
• Liaise with the kitchen on service flow, timing, and communication
• Support the Head of Operations with reporting on service KPIs, staff performance, and guest satisfaction trends
• Flag operational issues, resource gaps, or standard breaches to the Head of Operations with recommended solutions

Skills

Leadership

Staff development

Guest experience

Communication

Job description

Hello Arigato Pte. Ltd. is seeking an F&B Service Manager to ensure exceptional guest experiences across all outlets.

You will be visible on floor, coach staff, enforce service standards, and drive continuous improvement while coordinating with Outlet Managers and the Head of Operations. This hands-on role requires 4–6 years in F&B with supervisory experience, strong SOP knowledge, and a proven ability to train teams.