Quality Director: Guest Experience & Process Improvement

GRANMIL HOLDINGS PTE LTD; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A major hospitality company in Singapore seeks a Quality Assurance Manager to implement processes aligning with company standards and ensuring customer satisfaction. The role includes coaching management, conducting audits, and analyzing guest feedback to drive continuous improvement. Candidates require a relevant degree and experience in customer service or related fields. A proactive approach to quality management is essential.

Qualifications

• Experience in guest services, front desk, housekeeping, sales and marketing, or management operations is required.
• Understanding of Total Quality Management leadership style is preferred.
• Ability to analyze data and trends in guest satisfaction.

Responsibilities

• Implement quality assurance processes aligned with company standards.
• Coach managers on quality management techniques.
• Conduct audits for compliance with brand standards.
• Ensure alignment of management practices with quality tools.
• Review guest feedback to improve service levels.

Skills

Quality assurance processes

Coaching and leadership

Data analysis

Guest satisfaction

Process improvement

Education

2-year degree in Business Administration or related field with 3 years experience

4-year bachelor's degree in Business Administration or related field with 1 year experience

Job description

A major hospitality company in Singapore seeks a Quality Assurance Manager to implement processes aligning with company standards and ensuring customer satisfaction. The role includes coaching management, conducting audits, and analyzing guest feedback to drive continuous improvement. Candidates require a relevant degree and experience in customer service or related fields. A proactive approach to quality management is essential.