Manager - Service Excellence

Job Title: Manager - Service Excellence
Contract Type: Permanent
Location: Singapore
Reference: JOB_000484[29]
Contact Name: Leon Nonis
Contact Email:
Job Published: May 28, 2018 15:44

Job Description

The Company

Our client is a Singapore based company carrying an internationally recognised brand and is fast expanding in the region.

The Role

Reporting to the CEO, the Service Excellence Manager will champion all Quality and Service Improvement Initiatives throughout the entire hotel group.

With your support and training, you will be able to ensure the hotel achieves top results.

You will be able to clearly identify procedural, technical and tangible improvements linking these to fun and engaging training activities in order to improve key service performance indicators, supporting and partnering with the HR team when needed.

Working with the on property teams, you will deliver on productivity targets whilst ensuring service levels are enhanced. To work closely with Department and Division heads in a supportive way enabling them to delight both internal and external customers.

The Person

You will be a strong communicator and leader who has gained the required skills through significant experience of operating in a hotel environment.

You will be a doer, a collaborator, self-motivated and have a natural drive and ability to implement and ensure key strategies are in place to enable us to achieve our service goals.

You will be a natural communicator, coach and trainer who is passionate about working together with leaders and colleagues at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiatives.

You will be creative and customer focused, able to meet deadlines in a fast-paced environment.

You won’t get fazed easily and will have a good degree of resiliency.

In order to be successful in this role, you must have a complete understanding all hotel operations and naturally build and maintain strong relationships with both line level colleagues and senior leaders.

Additional responsibilities include delivering change that sits in the implementation pipeline both tactically and strategically so you must have a sound balance of creativity and practicality to deliver at an operational ‘hand-on’ level.

  • Prior training experience required
  • Strong understanding of current and up to date service standards and training techniques
  • Dynamic and versatile - able to train across different cultures within South East Asia
  • Extensive travelling required
  • Strong language capabilities 
  • Proven track record