Hospitality Service Excellence Lead & Training

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

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.