Quality Assurance Specialist

605 Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Marina Bay Sands is seeking a data-driven Quality & Evaluations Specialist to perform undercover hotel evaluations, analyze quality data, and report actionable insights. You will work with training teams to close gaps, set benchmarks, and drive continuous improvement in a luxury hospitality environment in Singapore.

The role requires at least 2 years in data analysis or quality assurance within luxury hospitality, familiarity with Forbes Travel Guide, and readiness to work weekends and public

Qualifications

• Bachelor’s degree in data analysis, quality management, hospitality, or related field.
• At least 2 years of experience in data analysis, quality assurance, or similar roles, preferably in luxury or hospitality.
• Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
• Be ready to work on weekends, public holidays.

Responsibilities

• Execute unannounced undercover evaluations of the hotel, apply a thorough understanding of standards and ensure accurate application of these standards in alignment with official guidelines.
• Plan and manage evaluation tasks efficiently, following departmental guidelines to complete assignments in an efficient and timely manner.
• Uphold a professional and discreet demeanor throughout evaluations, representing the department and upholding the hotel’s commitment to excellence.
• Analyze evaluation data to identify trends, recurring issues, and performance gaps. Use insights to create targeted reports that highlight areas needing improvement.
• Work closely with the training team to share analysis results, co-develop relevant training content, and align on measurable goals for improvement.
• Set performance benchmarks based on historical data, industry standards, or competitor analysis to inform departments where they stand in terms of quality and where they can fill in the gaps.
• Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment. Develop action plans and follow up with departments on progress.
• Gather additional feedback from TMs, Net Promoter Score (NPS) or Trip Advisor where feasible, and integrate findings into the quality assurance analysis.
• Conduct regular meetings with department managers and training leads to discuss findings, track improvement efforts, and refine the focus for future evaluations.
• Develop a dashboard or regular report system that provides business units with easy access to quality metrics, trends, and improvement status.
• Conduct and lead daily morning briefings with department leaders and stakeholders to review evaluation schedules, address any immediate priorities, and align on daily operational goals.
• Perform various administrative tasks such as maintaining records, managing department documentation, and preparing reports as required.
• Regularly update stakeholders and department teams on evaluation processes, changes in standards, and other relevant departmental news.
• Uphold and embrace the highest standards as a Marina Bay Sands TM by embracing the brand and service culture.
• Comply and follow Marina Bay Sands Workplace Safety and Health Policy practices, policies and guidelines.
• Self – motivation for continuous learning and development.
• Create a pleasant working environment that inspires the team and cultivates OneMBS culture.
• Actively participate in departmental meetings as required.
• Prepare reports (daily/weekly/monthly) as stipulated by management.
• Review systems and processes for workflow and productivity improvement.
• Contribute ideas and cooperate in the execution of on-going initiatives.
• Support Sands Cares and Sustainability programs.
• Perform any other duties and responsibilities as and when assigned by Management.

Skills

Data analysis

Quality assurance

Tableau

Power BI

Excel

Education

Bachelor’s degree in Data Analysis, Quality Management, Hospitality, or related field

Tools

Excel

Tableau

Power BI

Job description

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

• Executing Evaluations
  • Perform unannounced, undercover evaluations of the hotel, apply a thorough understanding of standards and ensure accurate application of these standards in alignment with official guidelines.
  • Plan and manage evaluation tasks efficiently, following departmental guidelines to complete assignments in an efficient and timely manner.
  • Uphold a professional and discreet demeanor throughout evaluations, representing the department and upholding the hotel’s commitment to excellence.
• Quality Assurance Analysis
  • Analyze evaluation data to identify trends, recurring issues, and performance gaps. Use insights to create targeted reports that highlight areas needing improvement.
  • Go beyond surface-level issues by investigating root causes, helping departments understand underlying factors contributing to quality gaps.
  • Work closely with the training team to share analysis results, co-develop relevant training content, and align on measurable goals for improvement.
  • Set performance benchmarks based on historical data, industry standards, or competitor analysis to inform departments where they stand in terms of quality and where they can fill in the gaps.
  • Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment. Develop action plans and follow up with departments on progress.
  • Gather additional feedback from TMs, Net Promoter Score (NPS) or Trip Advisor where feasible, and integrate findings into the quality assurance analysis.
  • Conduct regular meetings with department managers and training leads to discuss findings, track improvement efforts, and refine the focus for future evaluations.
  • Develop a dashboard or regular report system that provides business units with easy access to quality metrics, trends, and improvement status.
• Administrative and Communication Responsibilities
  • Conduct and lead daily morning briefings with department leaders and stakeholders to review evaluation schedules, address any immediate priorities, and align on daily operational goals.
  • Perform various administrative tasks such as maintaining records, managing department documentation, and preparing reports as required.
  • Regularly update stakeholders and department teams on evaluation processes, changes in standards, and other relevant departmental news.
• Employee Engagement and Experience
  • Uphold and embrace the highest standards as a Marina Bay Sands TM by embracing the brand and service culture.
  • Comply and follow Marina Bay Sands Workplace Safety and Health Policy practices, policies and guidelines.
  • Self – motivation for continuous learning and development.
  • Create a pleasant working environment that inspires the team and cultivates OneMBS culture.
  • Actively participate in departmental meetings as required.
  • Prepare reports (daily/weekly/monthly) as stipulated by management.
  • Review systems and processes for workflow and productivity improvement.
  • Contribute ideas and cooperate in the execution of on-going initiatives.
  • Support Sands Cares and Sustainability programs.
  • Perform any other duties and responsibilities as and when assigned by Management.

Job Requirements Education & Certification

• Bachelor’s degree in Data Analysis, Quality Management, Hospitality, or a related field.

Experience

• At least 2 years of experience in data analysis, quality assurance, or similar roles, preferably in the luxury or hospitality industry.
• Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
• Be ready to work on weekends, public holidays.

Other Prerequisites

• Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
• Excellent verbal and written communication skills with an ability to convey data insights in a clear and actionable manner is a plus.
• Strong collaboration skills, with experience working with training or operational teams.
• Demonstrated ability to set performance benchmarks, track progress, and drive continuous improvement efforts.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore.

Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company. Marina Bay Sands has stood as an architectural marvel and the crown jewel in Singapore’s skyline. Home to the world’s most spectacular rooftop infinity pool and approximately 1,850 rooms and suites, the integrated resort offers exceptional dining, retail, and entertainment choices, complete with a year-round calendar of signature events and festivals. As one of the largest players in hospitality, Marina Bay Sands is dedicated to being a good corporate citizen to serve its people, communities and environment. It drives social impact through its community engagement programme, Sands Cares, and leads environmental stewardship through its global sustainability programme, Sands ECO360. The integrated resort has been recognised locally and internationally, receiving over 1,000 awards and accolades to date. Marina Bay Sands is the largest hotel in Singapore to be certified to the Global Sustainable Tourism Council Industry Criteria for Hotels and Accommodations, while Expo & Convention has been named Venue of the Year at the Singapore MICE Awards for two consecutive years.