Hands-On F&B Service & Guest Experience Manager

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

Job summary

Hello Gourmet Pte. Ltd. is seeking a hands-on F&B Service Manager in Singapore to ensure exceptional guest experiences across outlets.

You will sit between the Head of Operations and Outlet Managers, owning service standards, staff coaching, and day-to-day front-of-house management during service. You’ll coach teams, enforce standards, and drive continuous improvement while maintaining grooming and conduct.

Qualifications

• Minimum 4–6 years of F&B experience
• 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

Job description

Hello Gourmet Pte. Ltd. is seeking a hands-on F&B Service Manager in Singapore to ensure exceptional guest experiences across outlets.

You will sit between the Head of Operations and Outlet Managers, owning service standards, staff coaching, and day-to-day front-of-house management during service. You’ll coach teams, enforce standards, and drive continuous improvement while maintaining grooming and conduct.