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 elevate service standards across Hotels and F&B. You will drive audits, analyze feedback, and lead learning initiatives to enhance guest satisfaction and organizational capability.

The role requires designing and delivering hands-on training, onboarding programs, and ongoing staff development to foster a guest-centric culture and proactive service mindset across the hospitality operations.

Qualifications

• Degree or diploma in Hospitality, Hotel Management, or related field.
• ACTA or equivalent training qualification preferred.
• Minimum 3 years in service excellence or learning & development in hotels or reputable F&B.
• Proven experience designing and delivering stand-up training programs.

Responsibilities

• Partner with operations to plan and conduct service audits across Hotels & F&B.
• Analyze audit findings to identify gaps, risks, and improvements.
• Establish action plans, standards, and targeted training to drive quality.
• Ensure safety and hygiene compliance across training and operations.
• Review guest feedback and develop service improvement initiatives.
• Lead onboarding and brand/service culture training for guest-centric mindset.
• Design ad-hoc learning materials (PowerPoint, EDMs) and onboarding programs.
• Coach leaders in on-the-job training within their functions.

Skills

Service Excellence

Learning & Development

Audits & Compliance

Guest Experience

Training Delivery

Education

Degree or Diploma in Hospitality/Hotel Management

ACTA or equivalent training qualification

Tools

PowerPoint

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 organizational 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.