Company Description
Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.
Job Description
The Director of Quality & Service, Special Projects assists all departments to excel in delivering their service excellence promise. A person who is intuitive, meticulous, organized, good listener, with genuine warmth, strong motivator, leader by example, residents and colleagues engaging and who ultimately drives high Employee Engagement Score (EES) through passionate and committed operational colleagues as well as excellent Leading Quality Assurance (LQA) and Forbes audit scores. Skillful and experienced in operational and learning / quality backgrounds, confident in positively challenging standards execution on the floor and constantly seeking new ways for colleagues to deliver excellence. This executive leader will champion a culture of excellence by overseeing all aspects of quality assurance, service standards, and guest satisfaction across the hotel. As Head of Department, the Director of Quality & Service will ensure that every guest interaction reflects the highest levels of luxury, consistency, and personalization. The role involves collaboration across all departments to drive continuous improvement, implement service training programs, and monitor brand standards, ensuring that the hotel maintains its reputation as a leader in the global luxury hospitality industry.

GUEST EXPERIENCE & SERVICE EXCELLENCE

• Conducts with / on behalf of Rooms Division regular inspections of arrival suite set-up and preparation, amenities delivery, special occasion setups, and departure arrangements to ensure readiness and compliance with luxury standards for training purposes.
• Conducts with / on behalf of Food & Beverage regular self-assessments in the restaurants and bars, possibly events, to ensure readiness and compliance with luxury standards for training purposes.
• Engages with guests when necessary to gain further knowledge on the hotel guests’ needs and better anticipate them with the team as part of training sessions.
• Ensures to remain informed about surveys, reviews and RPS trends, and service recovery cases, via the support of the Admin Rooms Executive.
• Champion the delivery of exceptional guest experiences, aligning with the hotel’s brand promise and luxury service philosophy.
• Leads the development and implementation of guest satisfaction strategies, including Voice of the Guest initiatives and guest feedback analysis.
• Being part of resolution of guest concerns, ensures timely follow-up and long-term service recovery strategies.