Director of Guest Experience

1 week ago

Singapore RC HOTELS (PTE.) LTD. Full time

**ABOUT FAIRMONT SINGAPORE AND SWISSÔTEL THE STAMFORD**

At RC Hotels, we believe the best hospitality experience starts with having great and happy colleagues

We are looking for a diverse group of passionate individuals to join our two iconic hotels with 13 restaurants and bars; one of Asia’s largest and award-winning Willow Stream Spa; and the cutting edge Raffles City Convention Centre.

Come and be a part of the RC family, and let us work with you to build a dynamic and fulfilling career where everyone will have equal opportunities for growth and success.

Take the step to be a part of something big today, we’d love to hear from you

**Director of Guest Experience (Quality)**

**Summary of Responsibilities**:
The main responsibilities and tasks of this position are as listed below, but not limited to these:

- Manage and highlight areas of opportunity and improvement in Voice of The Guest (VOG)
- Ensuring both hotels and all departments get timely and accurate information to drive Guest Experience and Brand-related scoring.
- Manage and highlight areas of opportunity and improvement in Leading Quality Assurance (LQA) mystery shopper Audits
- Work with Operations teams on Action Plans & Strategies to improve or maintain LQA scores
- Organise and Facilitate Total Quality Management Annual Leadership sessions
- Recommend possible funding assistance schemes productivity initiative project teams
- Multi-tasking on various different departmental requirements and projects
- Managing data collection for Funding-related KPI reporting
- Project Management lead for driving innovative change
- Multi-tasking on various different departmental requirements and projects
- Managing data collection for Funding-related KPI reporting
- Drive brand essence and service culture

**Qualifications**:

- Bachelor Degree in Hospitality or Business-related studies
- Minimum of 5 years of relevant experience in operations within the hotel industry
- Strong working knowledge of Microsoft Excel, Microsoft Office and Microsoft Powerpoint
- Working knowledge of various Project Management and Business Excellence frameworks

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