job description
Join Din Tai Fung, a globally renowned name in hospitality, and take your career to new heights in the heart of Bali. As a Service Excellence Manager, you will lead the charge in delivering world-class guest experiences, blending the precision of fine dining with the warmth of Balinese hospitality.
This is a unique opportunity to transition your expertise from high-end service environments (such as aviation or luxury hotels) to one of the most celebrated culinary brands in the world. You’ll play a pivotal role in shaping service standards, training teams, and ensuring every guest leaves with unforgettable memories.
Based in Bali’s most vibrant locations—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work in a dynamic, multicultural setting where innovation meets tradition. If you’re passionate about service excellence and eager to grow with a brand that values perfection, this is your chance to shine.
Responsibility
- Lead Service Standards: Develop, implement, and maintain exceptional service protocols aligned with Din Tai Fung’s global reputation for excellence.
- Team Training & Development: Design and deliver comprehensive training programs to elevate staff performance, focusing on guest interaction, problem-solving, and cultural sensitivity.
- Guest Experience Optimization: Monitor and enhance the end-to-end dining experience, from reservation to farewell, ensuring consistency across all touchpoints.
- Quality Assurance: Conduct regular audits and feedback sessions to uphold service quality, addressing gaps proactively.
- Cross-Functional Collaboration: Partner with kitchen, operations, and marketing teams to align service delivery with brand values and promotional initiatives.
- Conflict Resolution: Handle guest complaints with diplomacy, turning challenges into opportunities to exceed expectations.
- Performance Metrics: Track and analyze KPIs (e.g., guest satisfaction scores, repeat visit rates) to drive continuous improvement.
- Local Adaptation: Tailor service approaches to resonate with Bali’s diverse clientele, including international tourists and local patrons.
Qualifications
- Proven Leadership: Minimum 5 years in hospitality management, preferably in fine dining, luxury hotels, or aviation (e.g., cabin crew, ground services).
- Service Expertise: Deep understanding of high-touch service standards, with a track record of training and mentoring teams.
- Cultural Agility: Experience working in multicultural environments, with sensitivity to diverse guest needs.
- Problem-Solving Skills: Ability to think critically and resolve issues efficiently under pressure.
- Communication Excellence: Fluent English (written and spoken); proficiency in Mandarin or Bahasa Indonesia is a plus.
- Operational Knowledge: Familiarity with POS systems, reservation platforms, and hospitality software.
- Passion for Hospitality: A genuine enthusiasm for creating memorable experiences and a commitment to Din Tai Fung’s values.
- Educational Background: Degree in Hospitality Management, Business, or related fields preferred.