Quality and Service Excellence Manager

New Park Property; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A luxury hotel chain in Singapore is seeking a Quality and Service Excellence Manager responsible for enhancing the guest experience. The Manager will analyze guest feedback, drive training initiatives, and ensure adherence to quality standards. Ideal candidates should have a strong background in hotel management and guest satisfaction strategies, alongside solid analytical skills. This position is crucial for maintaining high service levels and improving guest perceptions. The role offers an opportunity to shape exceptional service standards within the hotel.

Qualifications

• Extensive experience in hotel guest experience management and quality assurance.
• Strong analytical skills to interpret guest feedback data and trends.
• Proficient in developing training programs focused on guest satisfaction.

Responsibilities

• Oversee hotel guest experience performance and action plans.
• Manage guest complaints with empathy and professionalism.
• Drive training initiatives based on guest feedback insights.
• Implement quality assurance standards and audit procedures.
• Develop and maintain Quality Management System aligning with brand standards.

Skills

Performance Monitoring

Guest Feedback Management

Training Development

Operational Excellence

Quality Assurance

Job description

The Quality and Service Excellence Manager is responsible for maintaining and enhancing the hotel’s reputation by systematically monitoring, analysing, and responding to guest feedback across all channels, while ensuring high standards of clarity, tone, and professionalism in all guest-facing communications. This role transforms insights from guest reviews and audits into actionable service, training, and process improvements that elevate guest satisfaction, brand perception, and overall service consistency.

In this role, the Manager oversees the end-to-end guest experience journey and uses performance data to drive continuous improvement initiatives across departments. The position acts as the central coordinator for guest reviews, complaint resolution, and brand-standard compliance, ensuring effective issue resolution and the consistent delivery of service excellence throughout the hotel.

Primary Responsibilities

Performance Monitoring & Insights

• Oversee hotel guest‑experience performance by conducting weekly TrustYou review sessions with Heads of Department, ensuring clear action plans, ownership, and timely follow‑through.
• Analyse guest review data to identify trends, service gaps, and opportunities for continuous improvement.

Guest Feedback Management

• Lead findings into guest feedback and prepare factual, professional, and brand‑aligned responses to negative reviews.
• Handle escalated guest complaints with empathy and professionalism, ensuring service recovery is appropriate, documented, and enhances the overall guest experience.

Training & Service Development

• Drive the Review‑N‑Learn programme using Typsy and other learning platforms, ensuring Heartists complete targeted monthly training based on review insights.
• Facilitate guest‑experience sharing sessions during New Heartist Orientation and other forums to build and reinforce a strong service culture.

Operational Excellence & Issue Resolution

• Manage HUB OS to ensure all guest‑related actions and follow‑ups are accurately logged, tracked, and promptly addressed by operational departments.

Heartist Recognition

• Oversee the Heartist Recognition Programme and develop additional initiatives to strengthen Heartists’ focus on delivering outstanding guest experiences.

Quality Assurance & Brand Standards

• Lead the LQA audit programme, track performance against brand standards, and implement corrective and preventive actions as required.
• Oversee Accor’s commercial audit requirements related to guest‑experience KPIs and manage the end‑to‑end guest‑experience journey to ensure consistency with brand expectations.
• Develop, implement, and maintain the Quality Management System (QMS) aligned with Brand Standards, ISO standards, and project requirements.
• Prepare and execute Quality Assurance (QA) and Quality Control (QC) procedures to ensure consistent compliance and quality.
• Lead internal and external quality audits, including LQA and Brand Service Standards assessments.
• Manage inspections and testing activities across projects to verify adherence to quality criteria.
• Prepare and present quality performance reports and KPIs to management with insights and recommendations.
• Conduct quality training and awareness programs to foster a culture of continuous improvement.
• Liaise with stakeholders and regulatory bodies on all QA/QC matters ensuring compliance and collaboration.
• Drive continuous improvement initiatives to enhance quality and service performance.