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Job Summary
The Quality Assurance Specialist will support the Quality Assurance branch within the Hotel Training & Quality Assurance department. This role is responsible for conducting in-depth analysis of evaluation data to identify trends, root causes, and performance gaps. This role collaborates closely with the training team and across hotel and F&B operation business units to drive continuous improvement initiatives, benchmark performance, and support data-informed decision-making. The role will also create actionable reports and dashboards, ensuring that insights are accessible and relevant for quality enhancement. Other core responsibilities include executing unannounced incognito evaluations.
This role is suited for a detail-oriented and analytical individual with a passion for quality, data-driven decision-making, and continuous improvement.
Job Responsibilities
Executing Evaluations
- Perform unannounced, undercover evaluations of the hotel, apply a thorough understanding of standards and ensure accurate application of these standards in alignment with official guidelines.
- Plan and manage evaluation tasks efficiently, following departmental guidelines to complete assignments in an efficient and timely manner.
- Uphold a professional and discreet demeanor throughout evaluations, representing the department and upholding the hotel's commitment to excellence.
Quality Assurance Analysis
- Analyze evaluation data to identify trends, recurring issues, and performance gaps. Use insights to create targeted reports that highlight areas needing improvement.
- Go beyond surface-level issues by investigating root causes, helping departments understand underlying factors contributing to quality gaps.
- Work closely with the training team to share analysis results, co-develop relevant training content, and align on measurable goals for improvement.
- Set performance benchmarks based on historical data, industry standards, or competitor analysis to inform departments where they stand in terms of quality and where they can fill in the gaps.
- Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment. Develop action plans and follow up with departments on progress.
- Gather additional feedback from TMs, Net Promoter Score (NPS) or Trip Advisor where feasible, and integrate findings into the quality assurance analysis.
- Conduct regular meetings with department managers and training leads to discuss findings, track improvement efforts, and refine the focus for future evaluations.
- Develop a dashboard or regular report system that provides business units with easy access to quality metrics, trends, and improvement status.
Administrative and Communication Responsibilities
- Conduct and lead daily morning briefings with department leaders and stakeholders to review evaluation schedules, address any immediate priorities, and align on daily operational goals.
- Perform various administrative tasks such as maintaining records, managing department documentation, and preparing reports as required.
- Regularly update stakeholders and department teams on evaluation processes, changes in standards, and other relevant departmental news.
Employee Engagement and Experience
- Uphold and embrace the highest standards as a 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.
- Create a pleasant working environment that inspires the team and cultivates OneMBS culture.
- Actively participate in departmental meetings as required.
- Prepare reports (daily/weekly/monthly) as stipulated by management.
- Review systems and processes for workflow and productivity improvement.
- Contribute ideas and cooperate in the execution of on-going initiatives
- Support Sands Cares and Sustainability programs.
- Perform any other duties and responsibilities as and when assigned by Management.
Job Requirements
Education & Certification
- Bachelor's degree in Data Analysis, Quality Management, Hospitality, or a related field.
Experience
- At least 2 years of experience in data analysis, quality assurance, or similar roles, preferably in the luxury or hospitality industry.
- Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
- Be ready to work on weekends, public holidays.
Other Prerequisites
- Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
- Excellent verbal and written communication skills with an ability to convey data insights in a clear and actionable manner is a plus.
- Strong collaboration skills, with experience working with training or operational teams.
- Demonstrated ability to set performance benchmarks, track progress, and drive continuous improvement efforts.
Experience
- At least 2 years of experience in data analysis, quality assurance, or similar roles, preferably in the luxury or hospitality industry.
- Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
- Be ready to work on weekends, public holidays.
Other Prerequisites
- Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
- Excellent verbal and written communication skills with an ability to convey data insights in a clear and actionable manner is a plus.
- Strong collaboration skills, with experience working with training or operational teams.
- Demonstrated ability to set performance benchmarks, track progress, and drive continuous improvement efforts.
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.
