Service Manager F&B (GSM)

Shangri-La Kuala Lumpur

Be part of our Shangri-La family

Shangri-La Hotels and Resorts began in 1971 with our first deluxe hotel in Singapore. Today the group comprises over 102 deluxe hotels and resorts in key cities in Asia Pacific North America Europe and the Middle East.

Based in Hong Kong we are expanding globally with developments under way throughout Asia the Middle East and Africa. With our extensive footprint in Asia and in key cities worldwide we offer global exposure exciting career prospects and opportunities in hospitality F&B real estate technology marketing design business development finance project management and many other areas.

Shangri-La Kuala Lumpur is perfectly situated in the heart of the city to explore and discover well-known attractions and activities that Kuala Lumpur has to offer.

As a premier deluxe hotel with a proud tradition in providing gracious Malaysian hospitality to the world we are inviting dynamic individuals to join one of the regions most exclusive city hotel.

We are in search of energetic vibrant and multi-skilled individuals who are able to meet the ever-changing challenges and contribute towards the success of the hotel.

It takes a very special kind of person to work at Shangri-La. Someone with an eye for detail and the skills to perform. Someone with an attitude to deliver and a passion to delight.

Job Description:

• Manage the overall operations and performance of Food & Beverage outlets to ensure exceptional guest experiences service excellence and operational efficiency.
• Lead coach and supervise Assistant Guest Services Managers team leaders and service associates to achieve departmental objectives.
• Ensure all guests are greeted seated and served promptly professionally and courteously.
• Maintain high standards of customer service hospitality and guest satisfaction in accordance with company standards.
• Handle guest feedback concerns and complaints promptly professionally and diplomatically ensuring effective resolution.
• Monitor service delivery and restaurant operations to ensure consistency quality and adherence to established procedures.
• Implement maintain and enforce Food & Beverage service standards policies and operating procedures.
• Conduct regular inspections to ensure cleanliness hygiene tidiness and maintenance of dining areas furniture equipment utensils and service stations.
• Collaborate closely with kitchen stewarding bar purchasing finance and other departments to ensure smooth operations.
• Develop staff schedules and manpower plans to ensure adequate coverage while maximizing productivity.
• Monitor mise-en-place outlet readiness and service preparations to ensure operational excellence.
• Drive sales and revenue growth through upselling promotional activities guest engagement and service initiatives.
• Identify and recommend promotional opportunities special events and revenue-generating activities.
• Manage labor food beverage and operating costs through effective forecasting scheduling and resource utilization.
• Control wastage pilferage breakage and inventory losses while maintaining service standards.
• Ensure all assets equipment chinaware glassware silverware and furnishings are properly maintained and accounted for.
• Attend and lead operational briefings meetings and communication sessions to ensure alignment and information sharing.
• Maintain operational records logbooks reports and communication boards to support daily operations.
• Monitor compliance with food safety hygiene health and environmental standards.
• Conduct regular guest interactions to assess satisfaction levels and identify improvement opportunities.
• Promote teamwork professionalism and a positive work environment through effective leadership and communication.
• Develop and implement onboarding training coaching and continuous learning programs for service employees.
• Conduct performance evaluations provide feedback and support employee development promotion and succession planning.
• Support recruitment selection orientation and retention of Food & Beverage service employees.
• Ensure all employees maintain high standards of grooming appearance personal hygiene and professional conduct.
• Foster a culture of environmental responsibility through waste reduction recycling and sustainable practices.
• Perform additional duties and oversee other operational areas as assigned by management.

Job Requirements:

• Bachelors Degree Diploma or professional qualification in Hospitality Management Hotel Management Food & Beverage Management or a related field.
• Minimum 5 to 8 years of Food & Beverage operations experience including at least 2 to 3 years in a managerial or supervisory role.
• Strong knowledge of restaurant operations guest service standards food and beverage service and hospitality management.
• Proven leadership and team management capabilities with the ability to motivate and develop employees.
• Strong customer service orientation with excellent problem-solving and conflict-resolution skills.
• Demonstrated ability to drive sales improve guest satisfaction and achieve operational targets.
• Sound understanding of budgeting forecasting cost control inventory management and labor management.
• Excellent communication interpersonal and stakeholder management skills.
• Ability to work effectively with cross-functional departments and diverse teams.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Experience in staff training coaching performance management and employee development.
• Knowledge of food safety hygiene sanitation and workplace health and safety regulations.
• Proficiency in Microsoft Office applications and hospitality management systems.
• Ability to work flexible hours including weekends public holidays and shift schedules.
• Professional appearance positive attitude and commitment to delivering exceptional guest experiences.
• Strong analytical skills and attention to detail.
• Fluency in English; additional language skills would be an advantage.