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Urgent! Cluster Quality Job Opening In Sentosa Island – Now Hiring Raffles



Job description

Company Description

An oasis immersed in well-being and nature, Raffles Sentosa Singapore is the first all-villa property in Singapore.

Located on a clifftop, the new resort on Sentosa Island features 62 contemporary private pool villas surrounded by tropical gardens and views over the South China Sea.

Ranging from 230 square metres in size, each villa is a sanctuary for extended stays.

As part of Raffles' legendary welcome, guests will experience signature markers enlivened by the famous Raffles Butlers and a sustainably created Sentosa Sling.

There will be five dining establishments, a spa offering next-generation wellness and a grand ballroom.

Job Description

JOB SUMMARY

Reporting to the Hotel Manager, the Cluster Quality & Learning Manager plays a pivotal role in driving excellence across hotel operations.

This role is responsible for overseeing and enhancing the hotel's quality management systems, ensuring alignment with Accor's brand standards and local regulations, and fostering a culture of continuous improvement to consistently elevate the guest experience.

What you will be DOING:

Quality Assurance & Compliance

  • Partner closely with the management and operations teams to drive and create action for performance in guest satisfaction index, audits and KPIs, etc.

    to achieve the following established key goals :
  • LQA Standards
  • Hotel Reputation Performance Score (RPS) e.g. Trust You / Google / Booking Reviews , etc.

  • Ensure implementation and compliance of standard operating procedures (SOPs), checklists, and guidelines to ensure consistent service delivery.

  • Regularly review and enhance quality control frameworks to align with evolving guest expectations and industry best practices.

Audits & Inspections

  • Plan and execute periodic internal audits to assess compliance and performance.

  • Partner with department heads to facilitate audits and inspections across hotel departments.

  • Evaluate audit results, address non-conformities, and drive the implementation of corrective measures.

Guest Feedback & Experience Management

  • Monitor guest feedback from multiple platforms including surveys, online reviews, and direct communication.

  • Analyse feedback trends and develop targeted action plans to improve service quality and guest satisfaction.

  • Implement initiatives to boost guest engagement, loyalty, and service recovery effectiveness.

Learning & Development

  • Cultivate a learning environment that empowers employees to uphold quality standards and exceed guest expectations.

  • Lead onboarding programs and brand/service culture training for new hires and existing team members.

  • Identify training needs in collaboration with operational leaders and deliver targeted soft kills workshops and coaching.

  • Guide and coach operational leaders in developing and implementing on-job-training programs in their respective area.

Continuous Improvement

  • Champion and facilitate cross-functional improvement initiatives focused on efficiency, innovation, and service excellence.

  • Leverage performance data and KPIs to evaluate improvement efforts and drive operational enhancements.

  • Promote a proactive approach to problem-solving and innovation throughout the organization.

Reporting & Communication

  • Produce detailed quality and performance reports for senior leadership, highlighting key metrics, audit findings, and project outcomes.

  • Maintain open channels of communication with all departments to reinforce quality standards and improvement goals.

General

  • Follow all workplace safety and security policies and procedures.

    Report accidents, injuries and incidents to reporting manager immediately.

  • Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

  • Perform any other duties and responsibilities that may be assigned.

Qualifications

  • Degree/Diploma in Hospitality Management , Hospitality Management, Human Resources, Business Administration or equivalent
  • Minimum of 3 years of experience in quality assurance or learning & development within the hospitality industry

Additional Information

Your experience and skills include:

  • Degree/Diploma in Hospitality Management , Hospitality Management, Human Resources, Business Administration or equivalent
  • Minimum of 3 years of experience in quality assurance or learning & development within the hospitality industry
  • Strong understanding of quality assurance methodologies and hotel operational standards
  • Good business acumen, critical thinking and strategic decision-making skills
  • Strong human relations and influencing skills
  • Strong communications (verbal and written), planning and coordination skills
  • Analytical mindset with the ability to translate insights into actionable improvements.

  • Ability to work independently and take initiative
  • Strong time management skills


Required Skill Profession

Other General



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    Unlock Your Cluster Quality Potential: Insight & Career Growth Guide


  • Real-time Cluster Quality Jobs Trends in Sentosa Island, Singapore (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Cluster Quality in Sentosa Island, Singapore using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 2176 jobs in Singapore and 4 jobs in Sentosa Island. This comprehensive analysis highlights market share and opportunities for professionals in Cluster Quality roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

  • Are You Looking for Cluster Quality Job?

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  • The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Raffles adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:
    • 1. Independence
    • 2. Loyalty
    • 3. Impartiality
    • 4. Integrity
    • 5. Accountability
    • 6. Respect for human rights
    • 7. Obeying Singapore laws and regulations
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  • Interview Tips for Cluster Quality Job Success
    Raffles interview tips for Cluster Quality

    Here are some tips to help you prepare for and ace your job interview:

    Before the Interview:
    • Research: Learn about the Raffles's mission, values, products, and the specific job requirements and get further information about
    • Other Openings
    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
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    During the Interview:
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    • Follow Up: Send a thank-you email to the interviewer within 24 hours.
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    Final Thought:

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