Site Lead

Working Location : Lokyang Way
Working Hours : Mondays to Fridays, 8am to 5pm

The Site Lead drives operational excellence in food spaces, focusing on service and user experience. This role involves identifying, motivating, training, developing, and directing team members to deliver exceptional service and achieve goals. The position oversees administrative and operational tasks, including food program implementation, financial management, sanitation, and safety. The Site Lead champions hospitality, user engagement, and service experience for the food program. Key responsibilities include setting standards for FOH operations, food safety, and fostering a culture of hospitality, alongside mentoring the food team. This role requires a high level of culinary expertise and creativity to support the Culinary department in managing and implementing food programs across a multi-unit operation. The position reports to the Country Account Lead, Singapore, requiring strong communication, financial understanding, hospitality, and operational skills to partner with key stakeholders to deliver food program expectations and enhance user experience.

Job Scope: Day-to-Day Role Duties
● Culture of Hospitality: Oversees and manages the overall food experience at all food spaces. Drives a culture of hospitality. Enhances front-of-house merchandising and revitalizes older cafes with new food programs.
● People Management: Oversees implementation of operational initiatives. Manages and mentors the food team. Works closely with the Executive Chef and Culinary Team for menu planning and engagement activities. Supports employees' development plans, reviews, and challenges team changes strategically.
● Financial Planning: Monitors and manages all financial responsibilities; accountable for meeting budget. Owns and drives the catering business to achieve budgeted revenues.
● Health and Safety: Ensures all guidelines are implemented and adhered to, creating a culture of Food and Workplace Safety.
● Stakeholder Management: Develops key relationships with partners and suppliers. Accountable for driving key projects and inspiring the team to deliver excellence.
● Strong Communication and Interpersonal Skills: Must be able to communicate effectively in English with stakeholders and internal team. Treats everyone with professionalism, care, and respect.
● Feedback Management: Develop and implement strategies to address customer feedback promptly and effectively, resolving issues and turning negative experiences into positive ones. Utilize customer feedback to identify areas for improvement in service, food quality, and overall dining experience. Train staff on effective customer complaint resolution techniques. Monitor feedback platforms and respond professionally and constructively to all feedback. Build strong relationships with stakeholders and foster a welcoming atmosphere.

Leadership Behaviors:
● Think fast, use technology: Finds new/quicker ways of meeting goals and responds quickly under pressure.
● Openly share and co-create: Delegates tasks to develop others.
● Passion for Quality: Takes personal responsibility for correcting customer service problems and sets demanding performance expectations.
● Win through Teamwork: Pursues friendly relationships with colleagues and shares knowledge.
● Embrace Diversity: Listens to others, values contributions, and acts ethically.
● Takes Responsibility and makes the big calls: Uses influencing techniques to gain commitment and support.

Key Skills & Qualifications:
Education & Qualification:
● BA or higher in hotel management or business management (or equivalent).
Work Experience:
● 6+ years experience in Food and beverage and Hotel/restaurant management with multiple stakeholders in a cross-functional environment.
Competencies:
● Computer literacy with advanced abilities in spreadsheets and presentation software tools (Microsoft Excel and PowerPoint; or Google Sheets and Slides).
● Presentation skills (all levels).
Attributes:
● Possesses critical thinking and problem-solving skills.
● Excellent decision-making and stakeholder management capabilities.
● Resourceful, adaptable with an agile mindset.
● Conflict resolution skills, diplomatic, and able to engage stakeholders at all levels.
● Detailed and result-oriented.
● Good communication skills, analytical, strong organizational skills, with excellent verbal and written ability.
● Self-motivated, decisive, with the ability to adapt to changes and competing demand.
● Proven ability to work creatively, analytically, systematically, and collaboratively in an ambiguous environment.
● Demonstrates decisiveness in resolving business problems, making decisions, and identifying priorities.