F&B Service Manager Role

Summary

The F&B Service Manager is responsible for the consistent delivery of exceptional guest experiences across all outlets. Sitting between the Head of Operations and the Outlet Managers, this role owns service standards, service staff development, and the day-to-day management of front-of-house operations. This is a hands-on management role. The F&B Service Manager is expected to be present during service, visible to both staff and guests, and active in coaching, enforcement, and continuous improvement.

Key Responsibilities

Service Standards & Quality

• Develop, implement, and enforce service SOPs across all outlets
• Conduct regular floor walks and service audits to ensure standards are maintained
• Own the guest experience from arrival to departure — table sequencing, pacing, complaint resolution
• Review guest feedback (reviews, comment cards, direct complaints) and close the loop with outlet teams
• Maintain grooming, uniform, and conduct standards for all service staff

Staff Management

• Direct line management of Outlet Managers for all service-related matters
• Full ownership of service staff — hiring, onboarding, scheduling, performance reviews, and disciplinary processes
• Conduct regular 1-on-1s with Outlet Managers to track performance, surface issues, and align on priorities
• Manage and oversee staffing levels across outlets, including coverage planning for events and peak periods

Training & Development

• Design and deliver onboarding programme for new service staff
• Run ongoing training on upselling techniques, menu knowledge, allergen awareness, and complaint handling
• Identify high-potential team members and create structured development pathways
• Coordinate pre-service briefings to ensure staff are prepared for each shift

Event & Operational Support

• Coordinate service logistics for events
• Liaise with the kitchen on service flow, timing, and communication — without overriding culinary decisions
• Support the Head of Operations with reporting on service KPIs, staff performance, and guest satisfaction trends
• Flag operational issues, resource gaps, or standard breaches to the Head of Operations with recommended solutions

Qualifications & Experience

• Minimum 4–6 years of F&B experience, with at least 2 years in a supervisory or management role
• Proven track record of managing service teams of 10+ across multiple service points
• Strong working knowledge of service SOPs, table management, and guest recovery
• Demonstrated ability to develop and deliver staff training programmes
• Confident communicator; able to give direct feedback and hold the team to standard