Responsibilities
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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 ...