About this role
Leads service teams during operations, protecting the guest experience through visible leadership, real-time coaching, and confident decision making. This role ensures colleagues remain focused on guests by removing obstacles and reinforcing service standards in the moment.
Responsibilities
Guest Experience Leadership
Maintain a strong and visible presence on the floor throughout serviceAnticipate guest needs and guide colleagues to respond confidently and consistentlyTake ownership of guest concerns and ensure timely and thoughtful resolutionSet the tone for calm, professional, and guest-focused serviceOperational Oversight and Service Standards
Ensure opening and closing procedures are completed and service areas are fully prepared prior to serviceMonitor table settings, cleanliness, and service readiness throughout operationsOversee service pacing and coordination to protect the guest experienceEnsure food and beverage service is delivered according to established standardsSupport adherence to food safety and hygiene standards in accordance with HACCP requirementsUse of Systems and Tools
Guide and support the accurate use of approved hotel systems, including the Oracle Simphony Point-of-Sale system, SevenRooms Table Management System, and Oracle OPERA Cloud Property Management System, to enable confident service execution and personalized guest experiencesWorking Together
Work closely with colleagues across Food and Beverage, Culinary, Front Office, Housekeeping, and other hotel teams to anticipate needs and protect the guest experience during serviceProfessional Standards
Maintain a consistent and visible presence on the floor during service, prioritizing guests and team supportArrive punctually for every shift, prepared to lead, coach, and make operational decisions in the momentParticipate actively in daily briefings and training to reinforce standards and confidenceActively participate in fire and life safety training and drills to ensure the safety and wellbeing of guests and colleaguesOther Responsibilities
Attend all briefings, meetings, and trainings as assignedEnsure colleagues are prepared, on time, and correctly presented for serviceMaintain a high standard of professionalism and conduct at all timesPerform other reasonable duties assigned by the Management of the Hotel
Knowledge and Experience
University, college, or vocational education preferredPrevious supervisory experience in Food and Beverage is an advantageEnglish is used daily in the workplace to support communication with an international and diverse five-star hotel clientele; proficiency is considered an assetFamiliarity with hospitality systems such as the Oracle Simphony Point-of-Sale system, SevenRooms Table Management System, and Oracle OPERA Cloud Property Management System is an advantage; training will be providedCompetencies
Strong guest focus with the ability to lead calmly during serviceConfidence in coaching colleagues in real timeSound judgment and decision-making during operationsCollaborative mindset and ownership of the guest experienceProfessional presence and credibility on the floor Opening for Vietnamese only