Service Quality Manager

4 days ago


Southern Islands, Singapore ONE°15 Marina Club Full time

**Responsibilities**:

- Develop and review the Service Standard Operating Procedure of the Club.
- Carry out SOP training with departments.
- Creating new initiatives and developing a service quality improvement roadmap.
- Executing service audits and assessments for all departments.
- Plan and conduct service training for staff to improve service quality as needed.
- Conduct daily walk-throughs, and submit the service, and club audit report daily.
- Create grooming standards and carry out training for staff.
- Conduct grooming checks daily and address any findings to HODs.
- Oversee landscape and pest control to ensure club building and marina outlook are presentable.
- Implement quality-related projects and programs.
- Check, investigate, and resolve complaints and create opportunities for compliments to enhance and improve guests’ experience.
- Ensure call quality standards are achieved by adopting best practices in customer service.
- Implement Care programs that allow the continuous improvement of processes.
- Responsible for the guest satisfaction program - Review Pro
- Support HR with monthly newsletter articles

**Requirements**:

- At least 5 years’ experience in related field
- Possess good degree in any discipline
- Should possess strong analytical and interpersonal qualities
- Excellent verbal and written communication skills
- Self-motivated, resourceful and proactive
- Positive at all time and willing to follow the Club’s vision
- Updated resume
- Reasons for Leaving (Past & Present Employment)
- Notice Period
- Date of Availability


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