Manager, Hospitality Quality Assurance

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Summary

Provide strategic oversight of Training Operations, Quality Assurance governance, and Service Excellence initiatives across Hospitality functions. Act as a trusted business partner to Hotel Operations, F&B Operations, and ancillary departments to drive audit integrity, certification standards, organizational capability development, and continuous performance improvement in alignment with Marina Bay Sands service standards.

Job Responsibilities

Strategic Oversight of Training Operations & Quality Assurance

· Provide leadership and governance over Training and QA operations, ensuring alignment with corporate objectives and brand standards.

· Diagnose capability gaps and design structured learning pathways, certification frameworks, and audit methodologies to strengthen organizational performance.

· Serve as custodian of QA Branch workflows, SOPs, service standards checklists and operational governance, ensuring standardization and sustainable practices.

· Architect and deliver structured onboarding programmes (theory and OJT) to build internal QA capability and bench strength.

· Exercise forward planning in the deployment and scheduling of mystery audits, training audits, and team member certifications to ensure business continuity and readiness.

· Uphold quality control standards by reviewing and validating all audit and certification reports prior to release.

· Continuously refine QA playbooks, training materials, and documentation to reflect evolving service expectations and operational priorities.

· Establish and monitor structured performance indicators to evaluate training and audit effectiveness.

Enterprise Partnership & Performance Advisory

· Act as the principal liaison for Hotel Operations, F&B Operations, and ancillary departments on all QA-related matters.

· Partner with business leaders to understand strategic priorities and co-develop customized certification frameworks and training audit processes that support operational goals.

· Analyse qualitative and quantitative audit data; translate insights into clear, actionable recommendations for leadership teams.

· Facilitate structured performance review sessions with stakeholders to identify systemic gaps, define corrective action plans, and ensure sustained improvement.

· Lead hotel daily operations briefings on a rotational basis to reinforce service focus, alignment, and accountability across departments.

· Contribute to cross-functional and branch-level projects that advance HTQA’s strategic objectives.

Drive Service & Operational Excellence

· Conduct independent inspections to safeguard arrival, departure, and wellness experiences in accordance with MBS service standards and brand attributes.

· Champion service innovation initiatives that enhance guest satisfaction and operational performance.

· Provide oversight and advisory support on service measurement indices (e.g., NPS), including analysis, action planning, and impact tracking.

· Ensure adherence to corporate governance, compliance standards, and regulatory requirements.

Risk Stewardship & Compliance

· Promote Workplace Safety and Health practices within operational environments.

· Maintain vigilance across front and back-of-house operations; escalate risks in accordance with company protocols.

· Provide leadership support during incident management and emergency situations.

People Leadership & Capability Development

· Lead, coach, and develop QA team members to strengthen technical competency and professional growth.

· Establish structured development roadmaps aligned with succession and capability planning.

· Foster a culture of accountability, collaboration, and service excellence consistent with OneMBS values.

· Partner with HR and L&D on recruitment, talent assessment, onboarding, and workforce development initiatives.

Analytics, Reporting & Process Optimization

· Oversee preparation of structured operational and performance reports (daily/weekly/monthly), including audit analytics and budget tracking.

· Leverage dashboards and data tools to identify trends, risks, and improvement opportunities.

· Develop executive-ready presentations and analytical reports tailored to business unit priorities.

· Drive workflow optimization and process enhancement initiatives to improve operational efficiency.

· Support sustainability and continuous improvement programmes aligned with organizational commitments.

· Undertake additional strategic assignments as directed by Management.

Job Requirements

Education & Certification

· Degree in Hospitality, Business Management, Organizational Development, or related discipline preferred.

· Professional certifications in Training, Quality Assurance, Adult Learning, or Service Excellence frameworks will be an advantage.

Experience

· Minimum 7 – 10 years of progressive experience in a Five-Star hospitality environment, with demonstrated leadership in Training, Quality Assurance, or Operational Excellence functions.

· Proven experience in designing audit frameworks, certification programmes, and structured learning pathways.

· Experience partnering with cross-functional stakeholders to drive measurable service and performance improvements.

· Demonstrated ability to interpret operational data and translate insights into actionable business recommendations.

Core Competencies & Prerequisites

· Strong governance mindset with the ability to balance operational detail and strategic oversight.

· High level of business acumen with the confidence to engage and influence stakeholders across multiple departments.

· Analytical and data-literate; proficient in dashboard interpretation, reporting tools, and performance tracking methodologies.

· Excellent facilitation and presentation skills, with the ability to communicate complex findings clearly to diverse audiences.

· Demonstrated people leadership capability, including coaching, mentoring, and performance development.

· Highly organized with exceptional attention to detail and structured follow-through.

· Strong problem-solving skills and sound judgment in dynamic operational environments.

· Proficient in Property Management Systems and relevant operational platforms.

· Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint for reporting and executive presentations.

· Sound knowledge of Adult Learning Principles and Organizational Behavior.

· Excellent written and spoken English; additional language proficiency is advantageous.

· Professional, composed, and credible presence suitable for cross-functional and leadership engagement.

· Passion for continuous learning and continuous improvement.

· Willingness to work flexible schedules in support of operational needs.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.