Senior Executive, Service Excellence & Learning Development (Hospitality)

Job Summary:

You’ll play a key role in enhancing guest experience, strengthening service culture, and ensuring the effective execution and administration of training initiatives that support operational excellence.

Key Responsibilities:

• Review and analyze guest feedback from surveys, reviews, and internal sources to identify service gaps.
• Support service excellence initiatives and action plans to enhance guest satisfaction and service standards.
• Collaborate with operational teams to identify service-related training needs and improvement opportunities.
• Support data collection and basic analysis to monitor service quality trends.

• Design, develop, and deliver training programs including onboarding, service culture, service standards, and product knowledge.
• Facilitate stand-up training sessions, briefings, and learning tours across Hotels and F&B operations.
• Support targeted talent development programs such as internships, apprenticeships, and management trainees.
• Develop learning materials such as presentations, e-learning content, SOPs, and workshop resources.

• Coordinate end-to-end training logistics, including scheduling, venue setup, attendance tracking, and post-training follow-up.
• Maintain training records, documentation repositories, SOPs, and learning databases.
• Track training hours and program completion, ensuring timely and accurate updates in learning systems.
• Prepare basic reports and support audits related to training and service excellence initiatives.

Requirements:

• Diploma or Degree holder, preferably in Hospitality, Hotel Management, or a related field.
• Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred.
• Minimum 1–2 years of experience in the hospitality industry (Hotels, F&B, or related service environments).
• Exposure to learning & development, service excellence, or training coordination functions is an advantage.