Service Excellence & Quality Manager (Luxury Hotel)

Salary: Up to $6,500, with AWS and Variable Bonus

Responsibilities:

• Ensure quality of services, products, and processes by enforcing, auditing, and testing compliance with quality standards.
• Partner with Operations and Learning & Development teams to identify training needs and drive improvements aligned with Forbes 5-Star standards.
• Lead preparation efforts for Forbes audits, QA inspections, and mystery audits, striving for “Green” standings and high guest experience scores.
• Analyze quality-related data to identify opportunities in guest satisfaction, team member satisfaction, financial performance, and productivity.
• Conduct (bi-)annual Quality Meetings with leadership to align on improvement initiatives.
• Champion quality improvement projects using tools such as Lean, Six Sigma, or TQM.
• Perform regular audits and support departmental leaders in crafting actionable plans to close quality gaps.
• Collaborate on developing new services or experiences that enhance both guest and team satisfaction.
• Prepare and present monthly quality reports, including KPIs and progress on ongoing initiatives.
• Stay current with quality initiatives and contribute to continuous improvement.
• Maintain professional expertise through ongoing education, networking, and industry engagement.

Requirement:

• Minimum 2 years’ experience in a quality or operational leadership role, ideally within the hospitality, travel, or leisure sector.
• Passionate about hospitality and creating outstanding guest experiences.
• Acts with integrity and leads by example.
• Exhibits leadership qualities and a collaborative spirit.
• Works well in a team-oriented environment.
• Takes full ownership of responsibilities and follows through.
• Operates with a sense of urgency and focus.
• Exceptional attention to detail, strong analytical and critical thinking abilities.
• Familiar with quality assurance methodologies and service standards.
• Skilled in coaching, training, and motivating teams.

Interested candidates please apply online or send your latest CV to [email protected]

AlwaysHired Pte Ltd

EA: 24C2293

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