Guest Experience Manager (F&B Operations)

Responsibilities

• Customer & Guest Handling
• Tenant Coordination
• Liaise with foodcourt tenants on daily operational matters, including service standards, customer feedback follow-ups, and issue resolution. Foster positive working relationships with tenants to encourage cooperation and continuous service improvement.
• On-Ground Operations
• Monitor daily foodcourt operations to ensure cleanliness, service quality, and compliance with operational guidelines. Maintain a strong on-ground presence to support tenants and assist customers in a fast-paced environment.
• Problem Resolution
• Investigate and resolve operational and customer-related issues proactively by coordinating with tenants and relevant internal departments to ensure timely service recovery and operational efficiency.
• Communication & Coordination
• Serve as a key point of contact between customers, tenants, and management to facilitate smooth daily operations and a seamless guest experience across all touchpoints.
• Reporting & Documentation
• Maintain accurate records of incidents, customer feedback, and operational issues for tracking and analysis purposes. Support continuous improvement initiatives by identifying trends and recommending preventive measures.

Requirements

• Minimum 3 years of front-facing customer service experience (hospitality, F&B, or retail preferred)
• Strong interpersonal and communication skills
• Ability to handle customer complaints calmly, professionally, and with empathy
• Strong problem-solving and conflict resolution skills
• Ability to work in a fast-paced environment
• Service Mindset: Demonstrates a strong customer-first mindset, with attention to detail and a passion for delivering positive guest experiences
• Adaptable and resilient, with the ability to manage both customer interactions and operational coordination in a dynamic environment
• Willingness to learn and grow within a structured and supportive team setting

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Company Intel

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