Service Excellence Lead - Guest Experience & 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 drive service standards, guest experience, and learning initiatives across Hotels and F&B operations.

The role focuses on audits, training delivery, and culture-building to elevate guest satisfaction and organisational capability. The successful candidate will design and lead onboarding, service training, and product knowledge programs, coaching leaders and teams to sustain service excellence across venues

Qualifications

• Degree or Diploma in Hospitality or related field.
• ACTA or equivalent training qualification preferred.
• Minimum 3 years of experience in service excellence or learning & development within hotels or reputable F&B establishments.
• Proven experience in designing and delivering stand-up training programs tailored to business needs.

Responsibilities

• Partner with departments to plan and facilitate service audits across Hotels and F&B.
• Analyze audit findings to identify service gaps, compliance risks, and improvement opportunities.
• Develop and implement service improvement initiatives and action plans to enhance guest satisfaction and experience.
• Design, review, and enhance ongoing training programs aligned with operational and business needs.
• Lead onboarding programs and brand or service culture training to foster a proactive, guest-centric mindset.

Skills

Service Excellence

Learning & Development

Coaching

Audits & Compliance

Education

Hospitality degree

ACTA certification

Tools

PowerPoint

EDMs

Job description

RESORTS WORLD AT SENTOSA PTE. LTD. is seeking an Assistant Manager, Service Excellence to drive service standards, guest experience, and learning initiatives across Hotels and F&B operations.

The role focuses on audits, training delivery, and culture-building to elevate guest satisfaction and organisational capability. The successful candidate will design and lead onboarding, service training, and product knowledge programs, coaching leaders and teams to sustain service excellence across venues