Service Manager

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Manager, Lobby Lounge & Rose Veranda to join our team

Key Responsibilities

General

• To have complete knowledge on the food / beverage / service available in the restaurant
• Ensures that SFSMS, Hygiene and Food Safety Management Policies, Fire & Life Safety Standard are explained to staff, and are correctly applied

Operations

• Monitors and ensures smooth operations of the sections appointed
• Effective participation in co-coordinating and controlling departments
• Conducts regular tours of front and back of F&B operations to check on set-up / service / food quality / general maintenance / cleanliness
• Be updated of latest food knowledge and menu including seasonal changes in the menu
• Drive customer satisfaction and focus on building relationship with guests

Marketing and Planning

• Recommends improvements in all aspects of their appointed sections as appropriate
• Conducts market surveys as required and plan / implement appropriate measures to increase market share
• To brainstorm / keep updated on new technology to improve work efficiency
• Co-ordinates with the Executive Chef / Assistant Manager on the set-up, implementation and sales of all outlet promotions and menu planning
• In conjunction with Division Head, Executive / Head Chef, to establish standard recipes / specifications sheet and theoretical sales prices for food and beverage services in the restaurant

Management of Staff

• Participates in effective staff management (staff hiring / termination / transfer / overtime)
• Approves weekly staff roster
• Enforces staff motivation and team building
• Participates in divisional staff training / orientation (co-ordinate by F&B Division Trainer)
• Observes staff individual performance / grooming / punctuality, and performs staff appraisals / disciplinary actions if required.
• Ensures that the staff are equipped with proper working environment / tools / knowledge to enable them to be productive and efficient in their work
• Ensures application of procedures and regulations to staff concerning hygiene and sanitation / fire and safety / emergency procedures

Communication

• Maintains regular customer contact to obtain feedback / create future and potential clients
• Proper and tactful handling of verbal complaints from customers and respond to customer critique forms
• Conducts / attends F&B divisional and departmental meetings as required
• Ensures smooth and effective communication between F&B and other departments in the hotel
• Supplier Relations
  • Meeting regularly with key suppliers to discuss new products, flaws in existing products, maximize discounts, sponsorships

Quality Control

• Ensures that quality of food / beverage / service provided are consistently maintained
• Ensures that all materials, equipment and machinery are properly used and regularly cleaned, in order to prolong usage

Cost Control / Planning

• Effective participating and control in inventory taking / cost / breakage
• Approves food / beverage / general requisition in the restaurant
• Practices economy of food, beverage, paper suppliers, electricity and water
• Assists the EAM of F&B / Director of F&B in the planning of budget / forecast / CAPEX / P&L for the division
• Implements appropriate and effective measures to improve control of costs / expenses / labour

Administration

• Prepares the F&B Division Report on a monthly basis (if applicable)
• Responsible the F&B Division Report on a monthly basis (if applicable)
• Responsible for the implementation and upkeep of the system for compilation of guest critique / business cards / guest letters
• Authorizes the daily outlet log book.
• Maintains and Updates F&B Division Operation Manual and Standard Operating Procedure

Others

• Your duties may include recruitment, performance review, roster planning, training and manage any disciplinary issue (if any).
• Conducts day to day business and internal/external relations with the code of conduct in mind and on the basis of the Guiding Principles and in the spirit of a "Heartwarming Family".
• Carries out other special projects/tasks assigned by supervisors
  • Wherever and whenever necessary, liaises with colleagues on aspects of the job which will be helpful to all concerned