Senior Manager, Hospitality Training & Quality Assurance (Luxury F&B) - Toa Payoh

Job Summary

The Senior Manager plays a critical role in driving a culture of continuous learning and development within the Hospitality division, seeking continuous improvements for quality assurance programs, ultimately contributing to high levels of employee engagement and guest satisfaction.

Strong leadership skills, strategic thinking, and a deep understanding of training, proven track record in Luxury F&B & Casino operating environment, Chinese fine-dining skills and knowledge, and QA best practices are essential for success in this role.

Job Responsibilities

• Having a unique combination of business acumen, technical aptitude, and strong organizational skills; capable of multitasking and working both independently and collaboratively.
• Develop and implement comprehensive learning and development framework with various training methods, that align with the company's goals and objectives.
• Review training schedule and assignments for training team. Coach and lead a team of trainers to deliver high-quality training to employees.
• Create an environment that fosters a positive and motivating learning experience by adjusting training classes according to group dynamics.
• Lead and conduct needs assessments to identify training gaps and opportunities for improvement.
• Monitor and evaluate the effectiveness of training programs through metrics and feedback.
• Develop department budget based on department's year-on-year financial data.
• Participate in the execution of enhancement projects and new processes and follow-through with detailed evaluation.
• Stay current on industry trends and best practices in training and development.
• Build strong relationships with internal stakeholders and external training partners.
• Ensure compliance with all legal and regulatory requirements related to training programs.
• Provide expert guidance on Luxury F&B pre-opening requirements, especially on Chinese fine-dining service.
• Manage day-to-day Quality Assurance operations, administration, initiatives and programs.
• Review Quality Audit inspection schedule to ensure adherence to company's requirements.
• Train, coach, and mentor team members to be ready for QA inspections, in line with the company standards.
• Conduct regular evaluations and audits to assess service quality and identify areas for improvement.
• Spearhead partnership with business units to fully integrate process around Quality Assurance and aligned strategy to deliver overall improvement.
• Present inspection reports, improvement plans and follow up requirements to hotel stakeholders and supporting functions via written and in-person communication.
• Innovate new ideas to enhance guest experience and revenue generation.
• Monitor industry trends and best practices to continuously improve service quality standards.
• Oversee Quality Assurance budget to ensure that allocated resources are adequately meeting department's requirements.
• Manage guest experience consistently according to MBS service standards, brand attributes and compliance.
• Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow-through to improve the score.

• Lead and identify creative initiatives to enhance HTQA training and QA's digital and non-digital collaterals and communication materials.

• Uphold and embrace the highest standards as Marina Bay Sands TM by embracing the brand and service culture.
• Comply and follow Marina Bay Sands Workplace Safety and Health Policy practices, policies and guidelines.
• Self – motivation for continuous learning and development.
• Lead and guide new and existing team members on their career and personal goals.
• Establish and communicate learning and development plans and opportunities to enhance staff work performance.
• Create a pleasant working environment that inspires the team and cultivates OneMBS culture.
• Review TMs performance and provide constructive feedback to achieve organizational goals.
• Lead partnership with Human Resources (HR) Department and Learning & Development for all HR related activities.
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to the Security Department.
• Manage emergency situations

• Attend scheduled departmental meetings as required.
• Prepare reports (daily/weekly/monthly) as stipulated by management such as Training Budget.
• Review systems and processes for workflow and productivity improvement.
• Contribute ideas and cooperate in the execution of on-going initiatives.
• Implement sustainability programmes to drive organisational green initiatives.
• Perform any other duties and responsibilities as and when assigned by Management.

Job Requirements

• Degree in Hospitality Management/Human Resources peferred

• Minimum of 7 years’ experience in Five Star Hotel in Luxury F&B training management, with a focus on restaurant pre-opening, Chinese fine-dining and Casino operations.
• Proven leadership skills and ability to operate independently.
• Proactive, insightful, independent thinker, highly efficient, and possesses a refined attention to detail.
• Good guest relations and problem-solving skills.
• Extremely organized and goals oriented.
• Outstanding written and verbal communication skills and Strong and confident presentation style.
• Meet the attendance guidelines of the job and adhere to departmental and company policies.

• Proficient in the use of Property Management System and all relevant property management systems.
• Proficient in Microsoft Office applications.
• Adequate Knowledge of Adult Learning Principles and Organizational Behavior.
• Strong knowledge of Chinese fine dining cuisine and service standards.
• Expertise in F&B operations and compliance requirements.
• Experience in Casino operations.
• Candidate must have a good command of spoken and written English and Mandarin as the role will need individual to communicate with Mandarin speaking guests and Team Members, any additional language is an advantage.
• Excellent Communication skills in group presentation using audio visual materials.
• Pays attention to details and has strong customer service skills.
• Mature, meticulous, resourceful, organized, and able to work independently.
• A team player and takes initiative to assist other Team Members when required.
• Have impeccable follow-through; and “Can Do” attitude and mindset.
• Be willing to work any day and any shift.
• Well-groomed and professional disposition.
• Passion for continuous learning.