Come Join our Community Today!
Together, We Make Travel Better!
What youll be doing:
The Customer Excellence Manager will report to the Associate Director of Excellence Customer Experience & Quality Assurance, supporting and overseeing operational quality assurance and customer experience initiatives across business units globally. The role is responsible for ensuring that quality standards are consistently met and enhanced while driving continuous improvement processes aligned with the companys overall vision.
Customer Experience & Quality Management
- Assist in implementing and executing quality assurance initiatives across business units to enhance customer experience and journey.
- Support the development and monitoring of Service Level Agreements (SLAs) for new and existing lounges, hotels, and other services. Work closely with operational teams to identify gaps and provide actionable recommendations for service delivery improvements.
- Analyze guest feedback (online and offline) and satisfaction surveys to drive improvements in guest service delivery and the organizations CSAT, NPS, and GRI scores.
- Collaborate with the Service Excellence and Customer Engagement teams to support relevant operational training, analyze high-risk guest feedback, and develop customer-centric strategies.
Operational Support & Process Improvement
- Conduct regular reviews of operational performance indices and guest feedback to identify areas for improvement.
- Provide on-site support, evaluation, and troubleshooting for operational entities as needed.
- Facilitate process improvement initiatives using quality tools and ensure improvements are measurable and sustainable.
- Guide business units in adopting Total Quality Management (TQM) principles to enhance service excellence.
Quality Tools & Data Analysis
- Utilize data collection and statistical analysis methods to track and analyze trends in service delivery and operational performance.
- Support management in using quality tools to address defect trends and improve guest satisfaction metrics.
- Assist in preparing and presenting quality reports, highlighting key drivers of guest satisfaction and operational performance.
Training & Development
- Support operational training programs to guide business units PICs and Quality Assurance Champions on quality processes and tools, fostering a culture of continuous improvement.
- Provide guidance to regional and country teams on quality management techniques and problem-solving methodologies.
Quality Standards & Other Responsibilities
- Ensure adherence to established brand and quality standards across all properties.
- Assist in the development and continuous improvement of operational procedures and quality standards in collaboration with HQ and regional teams.
- Participate in special projects and ad hoc tasks as assigned by senior leaders or COO.
- Assist in pre-opening support for new properties by ensuring quality standards are in place.
About you:
- Experience: Minimum 8 years of experience in various departments such as Food & Beverage, Rooms Division, Hospitality Operations, or a Quality Assurance Management role within luxury hospitality, with regional or cluster management experience preferred.
- Education: A degree or higher diploma in Hospitality, Business, or a related field is preferred. Six Sigma Belt certification is a plus
- Skills: Strong analytical and problem-solving skills, with experience in data analysis and quality tools. Excellent interpersonal and communication skills, with fluency in English (Mandarin is a plus). Experience in service recovery, guest relations, and conflict resolution. Familiarity with ISO 9001:2015 standards is preferred.
- Travel: Willingness to travel regionally for site visits and operational support as required.
