Guest Experience & Quality Excellence Manager

NEW PARK PROPERTY PTE. LTD.; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A hospitality company is seeking a Quality and Service Excellence Manager to enhance guest experiences through performance monitoring, feedback management, and quality assurance. The ideal candidate will drive training programs and ensure compliance with brand standards. Responsibilities include analyzing guest review data, leading service recovery efforts, and implementing continuous improvement initiatives. The role focuses on fostering a strong service culture and ensuring consistent delivery of service excellence throughout the hotel.

Qualifications

• Experience in hotel management or guest service roles.
• Strong analytical skills to interpret guest feedback data.
• Proven ability to lead training programs and initiatives.

Responsibilities

• Oversee hotel guest-experience performance.
• Lead findings from guest feedback and respond to reviews.
• Drive training programs based on review insights.
• Manage guest-related actions and follow-ups.
• Implement and maintain quality assurance procedures.

Skills

Performance Monitoring

Guest Feedback Management

Training and Development

Quality Assurance

Problem-solving

Job description

A hospitality company is seeking a Quality and Service Excellence Manager to enhance guest experiences through performance monitoring, feedback management, and quality assurance. The ideal candidate will drive training programs and ensure compliance with brand standards. Responsibilities include analyzing guest review data, leading service recovery efforts, and implementing continuous improvement initiatives. The role focuses on fostering a strong service culture and ensuring consistent delivery of service excellence throughout the hotel.