Hotel Quality & Guest Experience Leader

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD.; Singapore; On-site; SGD 78,000 - 123,000; Full time

Job summary

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD. seeks a Quality Assurance professional to implement programs that meet brand standards, improve guest satisfaction, and drive continuous improvement across the property.

The role coaches managers in Total Quality Management, conducts regular audits, and leads process improvement initiatives while staying engaged with guests to ensure service excellence and adherence to hotel standards.

Qualifications

• Degree in Business Administration, Hotel and Restaurant Management, or related major.
• 3 years’ experience in guest services, front desk, sales and marketing, management operations, or related professional area.

Responsibilities

• Lead weekly quality audits across departments to ensure brand standards and implement corrective actions.
• Maintain a strong operational presence on the hotel floor to observe processes and drive improvement.
• Make decisions to keep the property moving toward goals and address critical customer requirements.
• Assist with regional/company-wide best practices and facilitate measurable process improvements.
• Review guest feedback with leadership and take appropriate corrective actions.
• Respond to guest problems and complaints, maintaining high service levels and satisfaction.
• Partner with trainers and leaders to deliver on‑the‑job training and consistent service execution.

Skills

Total Quality Management

Quality audits

Guest satisfaction

Process improvement

Data analysis

Training

Education

Bachelor's degree in Business Administration or related hotel/management

Tools

Quality tools

Job description

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD. seeks a Quality Assurance professional to implement programs that meet brand standards, improve guest satisfaction, and drive continuous improvement across the property.

The role coaches managers in Total Quality Management, conducts regular audits, and leads process improvement initiatives while staying engaged with guests to ensure service excellence and adherence to hotel standards.