Assistant Manager, F&B Service Excellence

RESORTS WORLD AT SENTOSA PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading resort company in Singapore is seeking a professional to enhance customer experience and service quality. You will manage training programs, implement service excellence initiatives, and collaborate with cross-functional teams. The ideal candidate holds a degree in Hospitality and has significant training experience in a reputable dining or hospitality establishment. Competitive compensation and opportunities for career growth are offered.

Qualifications

• Minimum of 3 years’ training experience in a food establishment within a hotel, resort, or reputable dining group.
• Proven track record in designing and delivering stand-up training programs tailored to business needs.
• Experienced in quality assurance or service excellence functions.

Responsibilities

• Consolidate and analyze customer feedback to align service quality.
• Develop service excellence initiatives and conduct internal performance reviews.
• Manage service excellence projects and respond to stakeholder inquiries.

Skills

Customer service insights

Data analysis

Cross-cultural awareness

Interpersonal skills

Education

Degree in Hospitality or Hotel Management

Advanced Certificate in Training & Assessment (ACTA)

Tools

Microsoft Office applications

Job description

Primary Responsibilities

Customer Experience & Service Quality

• Consolidate, record, and analyze data and feedback from various sources to align service quality with customer expectations.
• Improve and enhance customer experience lifecycle using customer service insights.
• Evaluate and improve service delivery work processes.
• Research and innovate in customer experience and service delivery.
• Conduct market research to identify trends and provide actionable insights.

Service Excellence & Quality Improvement

• Develop service excellence initiatives, frameworks, and action plans.
• Conduct internal performance reviews of stakeholders and identify areas for improvement.
• Review and improve internal work processes to enhance operational efficiency.
• Implement change management processes to improve productivity.

Project & Stakeholder Management

• Manage projects related to service excellence, quality control, and training delivery.
• Communicate and collaborate with cross-functional teams to administer and monitor service delivery projects.
• Respond to stakeholder enquiries related to training and project matters.

Training & Knowledge Sharing

• Design, contextualize, and conduct training sessions and briefings.
• Deliver high-quality presentations, reports, and training materials to stakeholders and management.
• Collect and organize analytical materials to create insightful and impactful presentations.

Requirements

Education & Qualifications

• Degree holder, preferably Hospitality or Hotel Management.
• Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred.

Training & Development Experience

• Minimum of 3 years’ training experience in a food establishment within a hotel, resort, or reputable food chain/dining group.
• Proven experience in designing and delivering stand-up training programs tailored to business needs.
• Ability to support and manage talent development programs at a cluster or corporate level.
• Experienced in quality assurance or service excellence functions.

Communication & Collaboration Skills

• Strong cross-cultural awareness and interpersonal skills.
• International mindset for effective collaboration across diverse teams and hierarchical levels.
• Capable of handling projects and delivering presentations to middle management and senior stakeholders.

Technical Skills

• Proficient in Microsoft Office applications
• Experienced in data analysis to support decision-making and improvement initiatives.