Guest Experience Manager

dr mark leong pte. ltd.; Singapore; On-site; SGD 72,000 - 110,000; Full time

Job summary

Dr Mark Leong Group in Singapore is seeking an Operations Manager to oversee all retail outlets, kitchen operations, and overall service quality, ensuring seamless customer experience and operational excellence. You will maximise productivity, revenue, and resource utilisation while leading and developing high-performing teams across multiple touchpoints.

The ideal candidate demonstrates strong leadership, analytical capability, and adherence to brand standards.

Qualifications

• Minimum 3 years of proven experience in F&B operations, retail operations, or multi-outlet management.

Responsibilities

• Oversee daily retail operations across all outlets.
• Ensure service standards, SOPs, safety, and hygiene levels are upheld.
• Implement operational improvements to maximise efficiency and guest satisfaction.
• Manage manpower planning, staff scheduling, and shift allocations.
• Support events, workshops, and peak periods as required.
• Lead, mentor, train, and supervise outlet supervisors and frontline staff.
• Ensure compliance with SOPs, discipline standards, and safety regulations.
• Conduct onboarding and performance evaluations; develop staff.

Skills

Leadership

People management

Communication

Operational planning

Problem solving

Hands-on

Fast-paced

Education

Diploma or related discipline

Job description

At Dr Mark Leong Group, we are more than a company — we are a team of healthcare, nutrition, and biotechnology professionals united by one mission: to revolutionize personalized nutrition and empower adults globally to reverse chronic diseases, age gracefully, relieve pain, and regain mobility using food, education, and technology.

Our work goes far beyond supplements.

We conduct nutrient deficiency testing, helping individuals uncover hidden gaps that affect energy, weight, immunity, hormones, sleep, digestion, and overall vitality. From this data, our experts craft personalised meal plans and targeted supplement protocols designed to restore health from within.

We believe people deserve clarity, not guesswork.

Our team is deeply committed to consumer education, collaborating with schools, healthcare providers, and government bodies to deliver science-backed nutrition knowledge through engaging, practical, and enjoyable experiences. We help individuals learn what is safe to eat, what to avoid, and how to nourish their bodies for long-term wellbeing.

As we expand across Asia and beyond, we are continuously seeking passionate, mission-driven individuals to join us in reshaping the future of health — one person, one family, and one community at a time.

The Operations Manager oversees all retail outlets, kitchen operations, and overall service quality to ensure seamless customer experience and operational excellence. This role is responsible for maximising productivity, revenue, and resource utilization, while leading and developing high-performing teams across multiple touchpoints.

The ideal candidate demonstrates strong leadership, operational discipline, analytical capability, and the ability to uphold brand standards across all outlets.

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.

Interested applicants are invited to submit their detailed resume and portfolio to our Human Capital Department at: [e-mail]. Only shortlisted candidates will be notified.