Assistant Manager, Service Excellence (Hospitality)

RESORTS WORLD AT SENTOSA PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

RESORTS WORLD AT SENTOSA PTE. LTD. is seeking an Assistant Manager, Service Excellence to drive service standards, guest experience, and learning initiatives across Hotels and F&B operations.

The role focuses on audits, training delivery, and culture-building to elevate guest satisfaction and organisational capability. The successful candidate will design and lead onboarding, service training, and product knowledge programs, coaching leaders and teams to sustain service excellence across venues

Qualifications

• Degree or Diploma in Hospitality or related field.
• ACTA or equivalent training qualification preferred.
• Minimum 3 years of experience in service excellence or learning & development within hotels or reputable F&B establishments.
• Proven experience in designing and delivering stand-up training programs tailored to business needs.

Responsibilities

• Partner with departments to plan and facilitate service audits across Hotels and F&B.
• Analyze audit findings to identify service gaps, compliance risks, and improvement opportunities.
• Develop and implement service improvement initiatives and action plans to enhance guest satisfaction and experience.
• Design, review, and enhance ongoing training programs aligned with operational and business needs.
• Lead onboarding programs and brand or service culture training to foster a proactive, guest-centric mindset.

Skills

Service Excellence

Learning & Development

Coaching

Audits & Compliance

Education

Hospitality degree

ACTA certification

Tools

PowerPoint

EDMs

Job description

Job Summary

We are seeking a detail-oriented, people-focused and results-driven Assistant Manager, Service Excellence to join our Hospitality team. This role is responsible for driving service excellence and learning initiatives across Hotels and Food & Beverage operations, ensuring consistent service standards, quality delivery, and impactful training programs. You’ll play a key role in cultivating a strong service culture, enhancing guest experience, and building organisational capability through effective learning and development strategies.

Key Responsibilities

1. Service Audits & Compliance

• Partner with operational departments to plan and facilitate service audits across Hospitality operations (Hotels and F&B).
• Analyze audit findings to identify service gaps, compliance risks, and improvement opportunities.
• Establish corrective action plans, service standards, and targeted training programs to support service quality and performance improvement.
• Ensure compliance with safety and hygiene standards across all training activities and operational processes.

2. Guest Experience & Service Excellence

• Review and analyze guest feedback from multiple platforms, including surveys, online reviews, and internal feedback channels.
• Develop and implement service improvement initiatives and action plans to enhance guest satisfaction and experience.
• Identify service-related training needs and collaborate with operational leads to deliver targeted soft skills and service workshops.

3. Learning & Development Delivery

• Partner with departments to design, review, and enhance ongoing training programs aligned with operational and business needs.
• Lead onboarding programs and brand or service culture training to foster a proactive, guest-centric mindset.
• Facilitate Hospitality training programs, including Service Standards, Guest Experience, and Product Knowledge.
• Guide and coach operational leaders in developing effective on-the-job training (OJT) within their respective functions.
• Design and develop ad-hoc learning materials to address learning needs (i.e. workshops, PowerPoint, EDMs).
• Lead onboarding programs and brand or service culture training to foster a proactive, guest-centric mindset.
• Facilitate Hospitality training programs, including Service Standards, Guest Experience, and Product Knowledge.
• Guide and coach operational leaders in developing effective on the-job training (OJT) within their respective functions.
• Design and develop ad-hoc learning materials to address learning needs (i.e. workshops, PowerPoint, EDMs).

Required Qualifications

• Degree or Diploma holder, preferably in Hospitality, Hotel Management, or a related field.
• Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred.
• Minimum 3 years of experience in service excellence or learning & development within hotels or reputable F&B establishments.
• Proven experience in designing and delivering stand-up training programs tailored to business needs.