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Assistant Manager, F&B Service Excellence - RESORTS WORLD AT SENTOSA PTE. LTD.
RESORTS WORLD AT SENTOSA PTE. LTD.D04 Harbourfront,Telok Blangah, Sentosa Island, SG2 days ago
Job descriptionDevelop service excellence initiatives, frameworks, and action plans. Conduct internal performance reviews of stakeholders and identify areas for improvement. Review and improve internal work processes to enhance operational efficiency. Implement change management processes to improve productivity. Manage projects related to service excellence, quality control, and training delivery. Communicate and collaborate with cross-functional teams to administer and monitor service delivery projects. Respond to stakeholder enquiries related to training and project matters. Design, contextualize, and conduct training sessions and briefings. Deliver high-quality presentations, reports, and training materials to stakeholders and management. Collect and organize analytical materials to create insightful and impactful presentations. Degree holder, preferably Hospitality or Hotel Management. Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred. Minimum of 3 years’ training experience in a food establishment within a hotel, resort, or reputable food chain / dining group. Proven experience in designing and delivering stand-up training programs tailored to business needs. Ability to support and manage talent development programs at a cluster or corporate level. Experienced in quality assurance or service excellence functions. Strong cross-cultural awareness and interpersonal skills. International mindset for effective collaboration across diverse teams and hierarchical levels. Capable of handling projects and delivering presentations to middle management and senior stakeholders. Proficient in Microsoft Office applications Experienced in data analysis to support decision-making and improvement initiatives.
Roles & Responsibilities
Primary Responsibilities
Customer Experience & Service Quality
- Consolidate, record, and analyze data and feedback from various sources to align service quality with customer expectations.
- Improve and enhance customer experience lifecycle using customer service insights.
- Evaluate and improve service delivery work processes.
- Research and innovate in customer experience and service delivery.
- Conduct market research to identify trends and provide actionable insights.
Service Excellence & Quality Improvement
Project & Stakeholder Management
Training & Knowledge Sharing
Requirements
Education & Qualifications
Training & Development Experience
Communication & Collaboration Skills
Technical Skills
Tell employers what skills you have
Market Research
Quality Control
Talent Development
Customer Experience
Change Management
Quality Assurance
Quality Improvement
Middle Management
Service Excellence
Hotel Management
Stakeholder Management
Service Delivery
Hospitality
Training Delivery
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Service Manager • D04 Harbourfront,Telok Blangah, Sentosa Island, SG
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