Executive, Service Quality

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 (Fresh graduates welcome)
• 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