Executive, Service Quality

1 week ago

Clarke Quay, Singapore Far East Organization Full time $40,000 - $80,000 per year

Company description:

Far East Hospitality Holdings Pte Ltd (Far East Hospitality) is an international hospitality owner and operator with a diverse portfolio of 9 unique and complementary brands of hotels, serviced residences and apartment hotels, including Oasia, Quincy, Rendezvous, Village, Far East Collection, Adina Hotels, Vibe Hotels, Travelodge Hotels and TFE Hotels Collection. We own more than 10 hospitality assets and operate a combined portfolio of more than 16,500 rooms under management across 100 hotels and serviced residences in eight countries - Australia, Denmark, Germany, Hungary, Japan, Malaysia, New Zealand and Singapore - with more in our development pipeline.

Formed as a 70-30 joint venture in 2013 between Far East Orchard Limited (a listed company under Far East Organization) and The Straits Trading Company Limited, we in turn completed a 50-50 joint venture through our wholly-owned subsidiary Far East Hospitality Investments (Australia) Pte Ltd, with Australia's Toga Group to form Toga Far East Hotels (TFE Hotels).

Job description:

Responsibilities

The Executive, Service Quality, supports the Learning & Service Quality Team within the Hospitality Business Group. This role is responsible for driving service excellence by supporting service audit processes, promoting service culture initiatives, and managing departmental operations and reporting.

Departmental Operations

  • Oversee and maintain inventory and asset records for the department
  • Monitor departmental expenses to ensure compliance and budget control

Service Audits

  • Support quarterly Service & Brand Standard Audits across all FEH properties, including data collation and report generation
  • Coordinate and consolidate action plans from individual properties
  • Propose improvements to the audit process by leveraging digital tools and technologies

Service Culture & Engagement

  • Assist in driving corporate culture initiatives through onboarding and engagement programmes
  • Plan and support colleague engagement campaigns and service recognition initiatives

Content & Communication

  • Research and curate service-related content for internal publications such as Daily Dose
  • Support training programmes through logistics coordination, materials preparation, and post-training follow-up

Others

  • Participate in cross-functional projects or initiatives as assigned by the Head of Department

Requirements

  • Diploma or Degree in Hospitality, Business, or related discipline
  • Minimum 1 year of relevant working experience in Customer Service or Hospitality is an advantage
  • Passionate about service excellence and continuous learning
  • Strong analytical skills with attention to detail and a results-oriented mindset
  • Excellent written and verbal communication skills (in English Language) with strong interpersonal abilities
  • Proficient in Microsoft Excel, PowerPoint, and Word
  • Familiarity with data analytics tools and digital reporting methods
  • Awareness and interest in Generative AI and its application in service and learning

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