Director of Service and Guest Experience

About the role

The Abacá Group is seeking a visionary leader to champion service excellence across its growing portfolio of restaurants, cafés, bakeries, bars, and hotels. As the Director of Service and Guest Experience, you will embody the warmth and craft that define the brand, ensuring every guest feels genuinely cared for.

Key responsibilities

• Serve as the living example of outstanding service on the floor, interacting directly with guests and teams.
• Inspire and energize staff, transforming good servers into proud hosts and managers into true leaders.
• Coach restaurant and hotel teams so that service standards become ingrained, not just documented.
• Develop the next generation of leaders and define the service culture for new openings, including the upcoming Metro Manila locations.
• Drive guest loyalty by creating memorable experiences in partnership with operators.

Required profile

• 10+ years of leadership experience in luxury hotels, premium restaurants, resorts, private clubs, or multi‑unit hospitality groups.
• Charismatic presence that lifts a room and motivates others to excel.
• Natural coach and motivator who finds fulfillment in seeing others shine.
• Strong people skills with the ability to influence across the entire organization.

Required skills

• Expertise in hospitality service standards and guest experience design.
• Proven ability to build and scale high‑performing service teams.
• Leadership and coaching techniques applicable to diverse hospitality environments.