Assistant Manager, F&B Service Excellence

Resorts World at Sentosa Pte Ltd; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

A leading company in Asia's premium lifestyle destination is hiring for a role focused on enhancing customer experience and service quality. The position requires a solid background in training and development, especially within the hospitality sector. Ideal candidates will possess strong communication skills and experience in project management, aiming to contribute to a world-class service environment.

Qualifications

• Degree holder in Hospitality or Hotel Management preferred.
• Minimum 3 years' training experience in a reputable food chain or dining group.
• Proven ability to deliver tailored stand-up training programs.

Responsibilities

• Analyze customer feedback to align service quality with expectations.
• Develop service excellence initiatives and frameworks.
• Manage service delivery projects and collaborate with cross-functional teams.

Skills

Customer Service Insights

Data Analysis

Strong Communication Skills

Project Management

Education

Degree in Hospitality or Hotel Management

Advanced Certificate in Training & Assessment (ACTA)

Tools

Microsoft Office

Job description

Company description:

Resorts World Sentosa (RWS), Asia's premium lifestyle destination resort, is located on Singapore's resort island of Sentosa. Spanning 49 hectares, RWS is home to world-class attractions including Universal Studios Singapore, S.E.A. Aquarium, Dolphin Island and Adventure Cove Waterpark. Complementing the adventure and adrenaline of its theme parks and attractions are eight unique luxury hotels, the world-class Resorts World Convention Centre, and a casino. RWS offers award-winning dining experiences and exciting cuisines from around the world across its many renowned celebrity chef restaurants, establishing itself as a key player in Singapore's vibrant and diverse dining scene and a leading gourmet destination in Asia for epicureans. The integrated resort also offers world-class entertainment, from original resident productions to concerts. RWS has been named "Best Integrated Resort" since 2011 for ten consecutive years at the TTG Travel Awards which recognises the best of Asia-Pacific's travel industry.

RWS is wholly owned by Genting Singapore, a company of the Genting Group. For more information, please visit www.rwsentosa.com.

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.