Assistant Manager, Guest Insights & Experience

Sentosa Development Corporation & Subsidiaries; Singapore; On-site; USD 40,000 - 75,000; Full time

Job summary

An established industry player is seeking a passionate individual to join the Marketing & Guest Experience Division. This role focuses on enhancing guest service excellence through innovative training programs and recognition initiatives. You will lead the development and implementation of training sessions, ensuring staff are equipped with the skills needed to elevate guest experiences. Collaborating with internal teams, you'll drive a culture of continuous improvement and service excellence. If you're dedicated to making a positive impact and fostering strong guest loyalty, this opportunity is perfect for you.

Benefits

Flexible Working Hours

Health Insurance

Employee Discounts

Professional Development Opportunities

Qualifications

• 2-4 years of experience in training and development in hospitality.
• Strong understanding of guest service principles and insights.

Responsibilities

• Design and develop training programs focused on guest service experience.
• Evaluate training effectiveness through feedback and metrics.

Skills

Training Development

Guest Service Principles

Presentation Skills

Project Management

Communication Skills

Analytical Skills

Education

Relevant Certifications in Training

Experience in Hospitality

Tools

Learning Management Systems (LMS)

Microsoft Office Suite

Job description

Overall Job Purpose

You will be part of the Marketing & Guest Experience Division team to nurture and champion guest service excellence and experience on Sentosa.

As a vital member of the Marketing & Guest Experience Division, your role is to actively promote and uphold a culture of exceptional guest service and experience across Sentosa. Your contributions will be instrumental in supporting and advancing the Division's diverse initiatives.

In your capacity, you will lead / assist the development, implementation, and supervision of training and recognition programs. These programs are designed to equip employees with the necessary skills to effectively gather and use guest insights, address issues, and enhance overall service standards. Your administration of recognition programs will serve to inspire and acknowledge employees for their commitment to enhancing guest satisfaction and loyalty. By ensuring that these initiatives align with organizational objectives, you will play a pivotal role in cultivating a culture of excellence and continuous improvement within the team, ultimately elevating the guest experience and fostering stronger guest loyalty.

As a member in the Marketing & Guest Experience Division, you are also expected to contribute and support the various initiative rolled out by the Division.

Key Responsibilities

Service Initiatives – Rewards & Recognition

• Review, enhance or develop the organisation’s service programmes.

• Maintain the service rewards programme digital platform, continually exploring ways to streamline processes and propose new and exciting rewards as part of service excellence recognition.

• Coordinate Service Award initiatives and events, including, the annual CEO Star Award ceremony, Service Appreciation, etc.

• Cultivate strong working collaborative relationship with internal divisions and Island Partners to obtain buy-in on improvement to service processes and service initiatives.

Service Quality and Training

Training Program Development:

• Design and develop comprehensive training programs and materials focused on guest service experience, insights analysis, and experience curation and management.

• Ensure training content is up-to-date, relevant, and aligned with current industry best practices.

Training Implementation:

• Conduct training sessions and workshops for new hires and existing SDC and IP staff on topics related to product knowledge, guest feedback, service standards, and experience enhancement.

• Use various training methods, including hands-on workshops, role-playing, and e-learning modules.

Needs Assessment:

• Assess training needs through feedback from staff, performance reviews, and guest satisfaction metrics.

• Develop targeted training initiatives to address service gaps and enhance team performance.

Monitoring and Evaluation:

• Evaluate the effectiveness of training programs through assessments, feedback, mystery audits and performance metrics.

• Make data-driven recommendations for improvements and adjustments to training plans.

Collaboration:

• Work closely with the Frontliners team to ensure training aligns with departmental goals and initiatives.

• Collaborate with HR and / or Operations Team to integrate training with overall employee development / training plans.

Documentation and Reporting:

• Maintain accurate records of training activities, attendance, and outcomes.

• Prepare regular reports on training effectiveness and progress towards departmental objectives.

• Effectively manage the training account, including the timely procurement of services and related activities

Other Initiatives

Storytelling and Guided Tours:

• To conduct storytelling and guided tours for Sensoryscape, and any other attractions, if required.

• To develop and implement a regular schedule of group tours

• To manage and provide ongoing training and support to volunteer guides

Job Requirements (Qualifications, Knowledge & Experience Required)

Education and Experience:

• Relevant certifications in training or instructional design are a plus.

• Minimum of 2-4 years of experience in training and development, preferably in a hospitality or guest service environment.

• Experience in designing and delivering training programs, with a strong understanding of guest service principles and insights.

• Experience in managing and implementing projects and initiatives in building service excellence culture.

Skills:

• Strong presentation and communication skills, with the ability to engage and motivate diverse audiences.

• Excellent organisational and project management skills, with attention to detail and the ability to handle multiple tasks/projects simultaneously.

• Proficiency in using training software, learning management systems (LMS), and Microsoft Office Suite.

Attributes:

• A passion for developing others and a commitment to enhancing guest experiences through effective training.

• Strong analytical skills with the ability to assess training needs and measure program effectiveness.

• Adaptability and a proactive approach to identifying and addressing training challenges.

Technical Skills:

• Familiarity with e-learning tools and technologies

• Experience in using data to evaluate training effectiveness and drive improvements