Quality and Service Excellence Manager

Our World is Your Playground. A world-class lifestyle hotel in the heart of Orchard Road, where playfulness meets peak performance; creativity meets innovation; business meets sucess. At Pullman Singapore Orchard, we don't do ordinary. Pioneering and stylish, guests can push their boundaries in 326 guestrooms and suites, trend setting F&B outlets and immersive relaxtion zone; not to mention the happening lobby. Challenging the status quo, we are redefining hospitality with seamless, fun, cool and smart interactions.

The Quality and Service Excellence Manager is responsible for maintaining and enhancing the hotel’s reputation by systematically monitoring, analysing, and responding to guest feedback across all channels, while ensuring high standards of clarity, tone, and professionalism in all guest-facing communications. This role transforms insights from guest reviews and audits into actionable service, training, and process improvements that elevate guest satisfaction, brand perception, and overall service consistency.

In this role, the Manager oversees the end-to-end guest experience journey and uses performance data to drive continuous improvement initiatives across departments. The position acts as the central coordinator for guest reviews, complaint resolution, and brand-standard compliance, ensuring effective issue resolution and the consistent delivery of service excellence throughout the hotel.

Primary Responsibilities

Performance Monitoring & Insights

• Oversee hotel guest-experience performance by conducting weekly TrustYou review sessions with Heads of Department, ensuring clear action plans, ownership, and timely follow-through.
• Analyse guest review data to identify trends, service gaps, and opportunities for continuous improvement.

Guest Feedback Management

• Lead findings into guest feedback and prepare factual, professional, and brand-aligned responses to negative reviews.
• Handle escalated guest complaints with empathy and professionalism, ensuring service recovery is appropriate, documented, and enhances the overall guest experience.

Training & Service Development

• Drive the Review-N-Learn programme using Typsy and other learning platforms, ensuring Heartists complete targeted monthly training based on review insights.
• Facilitate guest-experience sharing sessions during New Heartist Orientation and other forums to build and reinforce a strong service culture.

Operational Excellence & Issue Resolution

• Manage HUB OS to ensure all guest-related actions and follow-ups are accurately logged, tracked, and promptly addressed by operational departments.

Heartist Recognition

• Oversee the Heartist Recognition Programme and develop additional initiatives to strengthen Heartists’ focus on delivering outstanding guest experiences.

Quality Assurance & Brand Standards

• Lead the LQA audit programme, track performance against brand standards, and implement corrective and preventive actions as required.
• Oversee Accor’s commercial audit requirements related to guest-experience KPIs and manage the end-to-end guest-experience journey to ensure consistency with brand expectations.
• Develop, implement, and maintain the Quality Management System (QMS) aligned with Brand Standards, ISO standards, and project requirements.
• Prepare and execute Quality Assurance (QA) and Quality Control (QC) procedures to ensure consistent compliance and quality.
• Lead internal and external quality audits, including LQA and Brand Service Standards assessments.
• Manage inspections and testing activities across projects to verify adherence to quality criteria.
• Prepare and present quality performance reports and KPIs to management with insights and recommendations.
• Conduct quality training and awareness programs to foster a culture of continuous improvement.
• Liaise with stakeholders and regulatory bodies on all QA/QC matters ensuring compliance and collaboration.
• Drive continuous improvement initiatives to enhance quality and service performance

• Diploma or Degree in Hospitality or related field
• Strong Ops background, strong customer service or in luxury/ resort environment is preferred
• Certification of Quality Control (ISO 9000 etc)
• Proven experience as Quality Manager for minimum 2 years
• Excellent organizational and leadership skills
• In depth understanding of quality control procedures and relevant legal standards
• Excellent math abilities and working knowledge of data analysis/statistical methods

• Strong leadership, interpersonal and negotiation skills
• Excellent communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player, motivator & self-starter