Assistant Manager, Service Excellence (Hospitality)
Job Summary:
We are seeking a detail-oriented, people-focused and results-driven Assistant Manager, Service Excellence to join our Hospitality team. This role is responsible for driving service excellence and learning initiatives across Hotels and Food & Beverage operations, ensuring consistent service standards, quality delivery, and impactful training programs. You’ll play a key role in cultivating a strong service culture, enhancing guest experience, and building organizational capability through effective learning and development strategies.
Key Responsibilities:
- Service Audits & Compliance
- Partner with operational departments to plan and facilitate service audits across Hospitality operations (Hotels and F&B).
- Analyze audit findings to identify service gaps, compliance risks, and improvement opportunities.
- Establish corrective action plans, service standards, and targeted training programs to support service quality and performance improvement.
- Ensure compliance with safety and hygiene standards across all training activities and operational processes.
- Guest Experience & Service Excellence
- Review and analyze guest feedback from multiple platforms, including surveys, online reviews, and internal feedback channels.
- Develop and implement service improvement initiatives and action plans to enhance guest satisfaction and experience.
- Identify service-related training needs and collaborate with operational leads to deliver targeted soft skills and service workshops.
- Learning & Development Delivery
- Partner with departments to 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.
- Facilitate Hospitality training programs, including Service Standards, Guest Experience, and Product Knowledge.
- Guide and coach operational leaders in developing effective on-the-job training (OJT) within their respective functions.
- Design and develop ad-hoc learning materials to address learning needs (i.e. workshops, PowerPoint, EDMs).
- Lead onboarding programs and brand or service culture training to foster a proactive, guest-centric mindset.
- Facilitate Hospitality training programs, including Service Standards, Guest Experience, and Product Knowledge.
- Guide and coach operational leaders in developing effective on the-job training (OJT) within their respective functions.
- Design and develop ad-hoc learning materials to address learning needs (i.e. workshops, PowerPoint, EDMs).
Required Qualifications:
- Degree or Diploma holder, preferably in Hospitality, Hotel Management, or a related field.
- Advanced Certificate in Training & Assessment (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.