- Analyze, determine and concur on in-house quality procedures, standards and specifications
- Assess guest requirement and ensuring that guests expectations are met
- Investigate and set standards for quality, health and safety
- Establish standards, procedures and systems to support the service and training program
- Assist Operation Managers in the development and implementation of on-going training, in addition to monthly training calendars to meet specific departmental needs
- Identify training needs or gaps and implement solutions to maximize results to positively impact the Hotels productivity and performance
- Conduct and track regular internal audits to evaluate the effectiveness of training initiatives in meeting our business objectives, in addition to providing recommendations for improvements
- Conduct Hotels specific training courses (i.e. Suggestive Selling, Product Training, Service Standards, Guest Experience, etc.)
- Ensure compliance with all safety regulations of assigned tasks and ensure a clean and safe working environment with active participation in the company's health and safety program
- Act as a catalyst for change and improvement in performance and quality
- Degree in Hospitality or Hotel Management with minimum 3 years of training experience in a global hospitality chain
- Advanced Certificate in Training & Assessment (ACTA) is preferred or equivalent Training qualifications
- Experience in conducting and delivering stand-up training programs, applicable and appropriate to the needs of the business
- Possess good cross-cultural awareness / sensitivity and strong interpersonal skills with an international mindset to facilitate effective working across diverse cultures and different levels of the organization
- Proficiency with the use of Microsoft Office tools
- A team player with strong business acumen, resourceful and results driven
- Adaptable to a fast-paced and dynamic work environment
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Manager, Service Excellence - Singapore - RESORTS WORLD AT SENTOSA PTE. LTD.
Description
Roles & ResponsibilitiesPrimary Responsibilities
Requirements
Coaching
Leadership
Microsoft Office
data presentation
Interpersonal Skills
Business Acumen
Board Presentations
Works well individually
Adaptable
Compliance
Project Management
Audits
Communication Skills
Group Presentations
Presentation Skills
Team Player
Scheduling
Hotel Management
People Management
Hospitality
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