Deskripsi Pekerjaan
Din Tai Fung, the world-renowned Taiwanese restaurant brand celebrated for its exquisite Xiao Long Bao and unwavering dedication to service excellence, is seeking a passionate and meticulous F&B Service Quality Executive to join our Singapore team. At Din Tai Fung, we believe that every guest interaction is an opportunity to create a memorable dining experience. We are looking for an individual who shares our obsession with quality and consistency.
In this pivotal role based out of our Tai Seng headquarters, you will be the guardian of our brand's service standards. You will work across our network of outlets, meticulously assessing service delivery, identifying gaps, and implementing strategic improvements. Your insights will directly shape the way we train our teams, handle guest feedback, and execute service excellence. This is a unique opportunity to move beyond day-to-day operations and into a strategic role that influences the entire guest journey.
Reporting to the Service Quality Manager, you will collaborate closely with Operations, Training, and Marketing teams to ensure our brand promise is consistently delivered. If you have a keen eye for detail, a deep understanding of what constitutes premium service in the F&B industry, and a proactive approach to problem-solving, we want to hear from you.
Why Din Tai Fung? We offer a dynamic work environment where your contributions are valued. You will have the chance to define service excellence for one of the world's most beloved restaurant brands, in one of the world's leading food capitals. Join us and be a part of a legacy that celebrates craftsmanship and genuine hospitality.
Tanggung Jawab
- Conduct regular mystery audits and service quality assessments across all Din Tai Fung outlets in Singapore to ensure brand standards are consistently met.
- Analyze guest feedback data from various channels (surveys, online reviews, comment cards) to identify recurring service gaps and trends.
- Collaborate with the Learning and Development team to design and update service excellence training modules and SOPs based on audit findings.
- Develop and implement action plans with Outlet Managers to address service deficiencies and drive continuous improvement.
- Coordinate service recovery initiatives and ensure systematic tracking of guest complaints and resolutions.
- Prepare detailed monthly reports on service quality KPIs, presenting insights and recommendations to senior management.
- Lead cross-functional projects aimed at enhancing the overall guest experience, from greeting protocols to table management and payment processes.
- Champion a company-wide culture of service excellence by recognizing and rewarding outstanding service behaviours.
Kualifikasi
- Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum 3 to 5 years of experience in a quality assurance, service audit, or supervisory capacity within a reputable F&B or hospitality establishment.
- Strong understanding of service excellence frameworks and methodologies (e.g., SERVQUAL, Lean Six Sigma, or ISO 9001).
- Exceptional analytical skills with the ability to interpret data and translate findings into actionable strategies.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Highly proficient in Microsoft Office Suite (PowerPoint, Excel, Word) and experience with CRM or feedback management tools.
- Meticulous attention to detail and a genuine passion for delivering and enabling world-class guest experiences.
- A proactive team player who thrives in a fast-paced, multi-outlet environment.