Deskripsi Pekerjaan
Marina Bay Sands is seeking a dedicated and analytical Hospitality Quality Assurance Specialist to join our world-class quality management team. In this pivotal role, you will be responsible for safeguarding and elevating the ultra-luxury standards that define our iconic integrated resort. You will actively monitor, assess, and refine the guest journey across multiple touchpoints to ensure our high service benchmarks are consistently met and exceeded.
As a key champion of hospitality excellence, you will partner closely with diverse departmentsâincluding Front Office, Food & Beverage, and Housekeepingâto conduct rigorous service audits, analyze performance metrics, and drive continuous improvement initiatives. If you have an eye for detail, a passion for luxury hospitality, and the analytical skills to translate feedback into operational success, we want you on our team.
Tanggung Jawab
- Conduct regular, comprehensive service and quality audits across all guest-facing departments to ensure alignment with Forbes Travel Guide and internal luxury standards.
- Analyze guest feedback, mystery shopper reports, and online reviews to identify service gaps and areas for improvement.
- Collaborate with department heads to design, update, and implement robust Standard Operating Procedures (SOPs).
- Develop and deliver targeted quality improvement training sessions to address identified performance gaps.
- Track, analyze, and report on key performance indicators (KPIs) related to guest satisfaction and service quality.
- Lead root-cause analysis investigations for guest complaints and implement corrective and preventive action plans.
Kualifikasi
- Bachelorâs degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 3 to 5 years of experience in quality assurance, guest relations, or training within a 5-star hotel or luxury resort environment.
- Deep understanding of luxury hospitality benchmarks and standards (e.g., Forbes Travel Guide, LQA).
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Exceptional interpersonal and communication skills, with the ability to influence and collaborate with cross-functional teams.
- Highly detail-oriented, proactive, and capable of working effectively in a fast-paced environment.