FB Service Manager

Operational Oversight

Maintain a strong presence across all service periods and outlets, including bars, restaurants, pool areas, in-room dining, and banquet functions.

Conduct regular floor walks during service to observe, support, and guide staff in real time.

Identify service bottlenecks or inefficiencies and implement operational improvements.

Ensure all service standards and sequences are consistently followed and elevated across outlets.

Create and manage staff schedules that balance operational coverage with team member time-off requests, ensuring both service continuity and employee well-being.

Team Leadership & Coaching

Collaborate closely with Food & Beverage Manager to align service approach and develop targeted training plans based on feedback and performance insights.

Act as a mentor and trainer, fostering a culture of continuous learning and service excellence.

Lead daily pre-shift briefings and trainings that focus on guest engagement, upselling, menu and beverage knowledge, service sequence and brand standards.

Provide on-the-spot coaching and support to service team members to improve performance, efficiency, and style.

Guest Experience & Satisfaction

Engage directly with guests during service to ensure satisfaction, anticipate needs, and resolve issues promptly.

Track guest feedback (via platforms like internal surveys, online reviews, and guest comments) and lead initiatives to improve guest satisfaction scores.

Champion service recovery efforts and ensure high-touch follow-up with guests when needed.

Implement and monitor small-scale projects aimed at enhancing guest experience and personalization.

Upselling & Revenue Support

Ensure upselling of promotions, signature experiences, and add-ons is consistently executed by service staff.

Monitor performance of upselling initiatives and provide feedback to improve conversion.

Collaboration & Communication

Work closely with kitchen, bar, and service teams to ensure seamless coordination and communication across departments.

Participate in F&B management meetings, providing feedback from the floor and suggesting improvements.

Assist in quality control of menus, setups, and guest touchpoints.

Daily recap of guests arrivals/inhouse/departures to ensure a complete tracking of their journeys from start to finish + assignment of teams to fulfill guests needs.

Proven track record of operational excellence, leading teams to consistently deliver high standards in service flow and guest experience.

Excellent interpersonal and guest engagement skills; acts as a brand ambassador, upholding and promoting the hotel’s image and values.

Genuine care for guests and team, fostering a positive and service-driven environment.

Strong hands-on leadership style with a natural presence on the floor.

Proven experience in team coaching, training, and enhancing service quality.

Ability to work flexible hours, including weekends, holidays, and evenings.

Fluent in English & Vietnamese; additional languages are a plus.