Guest Experience & Quality Excellence Manager

Pullman Hotels & Resorts; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hotel chain in Singapore seeks a Quality and Service Excellence Manager to oversee guest feedback and ensure high service standards. You will analyze performance data, manage guest complaints, and lead training programs to foster continuous improvement across departments. The ideal candidate has a hospitality degree and at least 2 years of experience as a Quality Manager in a luxury environment, along with strong leadership and data analysis skills.

Qualifications

• Minimum 2 years of proven experience as Quality Manager.
• Strong operational background in luxury or resort environments.
• In-depth understanding of quality control procedures and legal standards.

Responsibilities

• Oversee hotel guest-experience performance.
• Lead findings into guest feedback and respond to negative reviews.
• Manage HUB OS to ensure prompt action on guest-related issues.

Skills

Leadership

Interpersonal communication

Customer service

Data analysis

Education

Diploma or Degree in Hospitality or related field

Job description

A leading hotel chain in Singapore seeks a Quality and Service Excellence Manager to oversee guest feedback and ensure high service standards. You will analyze performance data, manage guest complaints, and lead training programs to foster continuous improvement across departments. The ideal candidate has a hospitality degree and at least 2 years of experience as a Quality Manager in a luxury environment, along with strong leadership and data analysis skills.