Job Summary
Dapur Penyet is hiring a Customer Service professional to handle and oversee all aspects of customer service operations across our (Counter Service and Semi Self-Service) outlets. The ideal candidate will possess leadership skills, a strong understanding of customer service principles, and a passion for delivering an outstanding customer experience. The Customer Service Manager will play a pivotal role in ensuring customer satisfaction, resolving issues, change management, and driving overall business success.
Primary Relationships
The position reports to Management.
Within the organisation, this position has primary working relationships with Front-of-House teams and IT.
Outside the organisation, the position coordinates primarily with vendors and service providers (third-party logistics providers etc.) as well as customers from online and social media platforms.
Role and Responsibilities
This role will require travel across HQ and outlets in Singapore.
Team Leadership
- Recruit, train, and supervise a team of servers, cashiers and other front-of-house staff.
- Provide ongoing coaching and feedback to ensure the team delivers exceptional service.
- Foster a positive and collaborative work environment that promotes teamwork and employee morale.
Customer Experience Management
- Develop and implement strategies to enhance the overall dining experience for guests.
- Monitor customer feedback and implement improvements based on suggestions and complaints.
- Lead by example by providing outstanding customer service and resolving guest issues promptly and effectively.
- Manage engagement with customers to ensure care is taken to uphold the best standards of service including response time, quality of replies, follow up, etc.
Operational Efficiency
- Ensure efficient operation of service areas, including dining rooms, bars, and waiting areas.
- Coordinate with kitchen staff to ensure timely and accurate food delivery.
- Manage reservations and seating arrangements to optimize dining room capacity and flow.
- Develop and implement SOPs related to customer service/front-of-house policies and procedures.
Quality Control
- Ensure that food and beverages meet quality standards and are presented according to company guidelines.
- Conduct regular inspections of service areas to maintain cleanliness and organization.
- Monitor compliance with health and safety regulations and take corrective action as necessary.
Inventory and Supplies Management
- Oversee inventory levels of dining room supplies, such as utensils, glassware, and linens.
- Place orders for supplies as needed and ensure proper stock rotation.
- Monitor and control costs related to customer service operations.
Qualifications and Requirements
- Excellent communication and interpersonal abilities.
- Previous experience in a customer service management role within the food and beverage industry.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication and problem-solving abilities.
- Knowledge of food and beverage operations, including service techniques and standards.
- Positive character who is able to pivot across multiple tasks.
- Familiarity with point-of-sale (POS) systems
- Understanding of health and safety regulations.
- Proficient in using Google Suites, Google Business, and other computer applications.
- Flexibility to work evenings, weekends, and holidays as required.
Dapur Penyet is an equal opportunity employer. Only shortlisted candidates will be notified.
