Guest Experience Leader: F&B Service & Training

HELLO LABS PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HELLO LABS PTE. LTD. seeks an F&B Service Manager to ensure exceptional guest experiences across outlets.

The role sits between Head of Operations and Outlet Managers, owning service standards, staff development, and day-to-day front-of-house management. It is a hands-on leadership position, requiring presence during service and active coaching. The role emphasizes coaching, enforcement, and continuous improvement, with responsibilities spanning SOPs, audits, guest recovery, and event support.

Qualifications

• Minimum 4–6 years of F&B experience, with at least 2 years in a supervisory or management role.
• Proven track record of managing service teams of 10+ across multiple service points.
• Strong working knowledge of service SOPs, table management, and guest recovery.
• Demonstrated ability to develop and deliver staff training programmes.
• Confident communicator; able to give direct feedback and hold the team to standard.

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 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 — without overriding culinary decisions.
• 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

Communication

Customer service

Job description

HELLO LABS PTE. LTD. seeks an F&B Service Manager to ensure exceptional guest experiences across outlets.

The role sits between Head of Operations and Outlet Managers, owning service standards, staff development, and day-to-day front-of-house management. It is a hands-on leadership position, requiring presence during service and active coaching. The role emphasizes coaching, enforcement, and continuous improvement, with responsibilities spanning SOPs, audits, guest recovery, and event support.