Service Operations Manager

Key Responsibilities

1. Pre-opening Setup

• Receive and interpret the brief on brand concept, mood, and tone from the Project Owner
• Design the floor operations framework, including service flow, staff positioning, and SOPs
• Define service standards that fit the character and identity of each brand
• Assess floor team readiness ahead of opening

2. Training & Handover

• Train service staff, supervisors, and Venue Managers
• Run mock services and resolve issues before the official opening
• Hand over operating systems to the Venue Manager, who takes ownership of daily operations
• Monitor performance and provide support during the first 30 days after opening

3. Service Audit & Improvement

• Conduct regular floor operations audits across all venues
• Evaluate service quality, staff performance, and guest experience
• Identify gaps and develop action plans together with Venue Managers
• Follow up and coach teams to sustain standards consistently over time

Requirements

• Minimum 3 years of experience in F&B, Hospitality, or Nightlife operations
• Proven strength in floor operations and service management
• Experience in pre-opening and team training
• Ability to develop SOPs and design service flows
• Truly hands-on: comfortable working on the floor during service, not only on documentation
• Understanding that each brand requires a different service style, and the ability to adapt accordingly
• Strong leadership, communication, and problem-solving skills
• Ability to work under pressure and flexible hours, including nights, weekends, and holidays
• Good command of English (spoken and written)