THE POSITION

The Quality & Excellence Manager will be the subject expert for various projects to further improve our quality scores brand standard audit results and overall guest experience. He/she will aim to attain the highest standards of service excellence in accordance with the company guidelines.

JOB RESPONSIBILITIES

• Bring together the HODs and conduct them to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
• Schedule and monitor audits of the various areas. These audits will be conducted according to the standards of the Raffles Hotels and Resorts and the LQA.
• Keeper of the service standards for the property translating them in to service flow steps of service and identifying gaps in the guests journey.
• Implement programs that allow the continuous improvement of processes.
• Participate in the new joiners orientation explaining ...