Responsibilities
The Executive, Service Quality drives the execution and continuous improvement of service quality across Far East Hospitality by translating data, audits, and guest feedback into actionable insights and operational improvements.
The role partners closely with properties to strengthen service delivery at key touchpoints, ensures consistency with brand standards, and reinforces a culture of service excellence through structured audits, performance tracking, and recognition platforms.
Service Audit & Performance Tracking (35%)
- Execute and coordinate Quarterly Service & Brand Standard Audits across all properties
- Consolidate, analyse, and present audit findings with clear insights and recommendations
- Track and follow up on property action plans to ensure accountability and timely closure
- Identify recurring service gaps and recommend improvement actions
- Enhance audit processes through digitalisation and continuous improvement
Service Standards & Guest Experience Enhancement (35%)
- Partner with property teams to strengthen service delivery at key customer touchpoints (e.g., arrival, stay, service recovery)
- Support implementation of FEH service culture and standards through onboarding and engagement initiatives
- Contribute to service culture campaigns (e.g., Daily Dose, engagement activations)
- Support execution and analysis of Customer Engagement Surveys (CEI)
- Work with brands leaders to ensure consistency and enhancement of brand experience standards
Service Excellence Recognition & Awards (20%)
- Coordinate and drive participation in internal and external service excellence awards
- Manage end-to-end submission process, including collation of materials, storytelling, and alignment with judging criteria
- Partner with properties to identify and nominate strong candidates or initiatives
- Organise and execute the annual Hall of Excellence, including coordination, communications, and event support
- Leverage recognition platforms to reinforce service excellence behaviours and motivate teams
Insights & Continuous Improvement (10%)
- Analyse guest feedback, audit outcomes, and survey data to identify trends and opportunities
- Translate insights into actionable recommendations to improve service performance
- Support cross-functional initiatives to enhance service quality and operational effectiveness
- Leverage digital tools and AI to improve reporting efficiency and insight generation
Others
- Perform any other duties assigned by supervisor, carrying them out diligently and professionally.
Requirements
- Degree in Customer Service, Hospitality or related field
- 1–3 years’ experience in Customer Experience, Service Quality, Hospitality, or related field is preferred, otherwise those who has no experience are welcome to apply
- Proficient in Microsoft PowerPoint, Excel, and Office Suite
- Strong data analysis and reporting skills with ability to translate insights into action
- Familiarity with guest feedback platforms (e.g., Revinate), survey tools, and dashboards
- Experience in event coordination or project management is an advantage
- Working knowledge of Generative AI tools to enhance reporting and productivity
- Analytical, structured, and detail-oriented
- Strong communication skills (written and verbal) with ability to influence stakeholders
- Organised with strong project management and coordination capabilities
- Proactive with high ownership and follow-through
- Collaborative and confident engaging both corporate and operational teams
- Passionate about service excellence and people recognition
