Assistant Manager, Guest Insights & Experience (Service Quality & Training)

What the role is

The job incumbent will be part of the Marketing & Guest Experience (MGX) Division team to nurture and champion guest centricity culture in Sentosa. As the Assistant Manager in Guest Insights & Experience Department, your primary role is to develop, curate unique Sentosa wide Service Quality initiatives as well as conduct training as part of the Service Quality Team. You will also be supporting the team in attending to enquiries and feedback with internal and external stakeholders pertaining to the delivery of

One-Sentosa Service Experience. As a member in the MGX Division, you are expected to contribute and support the various initiatives rolled out by the Division.

What you will be working on

• Be part of the team that drives and promotes SDC Service Vision
• Be part of the team that oversees SDC’s Service Training Competency Framework – including development of the Service Training roadmap and its implementation across SDC (including engagement and sharing with Sentosa Island Partners)
• Curate and conduct service training programmes – including the service component of the Corporate Induction Programme for new hires, and any other service trainings where necessary
• Plan and execute initiatives and projects to deliver service excellence and inculcate a

One-Sentosa Service mindset, among SDC staff and Sentosa Island Partners

• Manage and host service roadshows and sharing of service initiatives and programmes for SDC Staff and Island Partners
• Monitor and ensure high level of guest service on the island, as well as alignment with the

Whole-of-Government (WOG)’s service quality standards

What we are looking for

• Excellent command of English, both spoken and written
• At least 3-4 years of relevant service training and working within a service excellence/ quality experience team
• Good interpersonal skills, ability to interact with people of all levels
• Proactive mindset, positive attitude, have an eye for detail and results driven
• Good analysis and problem-solving skill
• Good knowledge of MS Office
• Candidates with Advance Certificate in Training and Assessment (ACTA), Advance Certificate in Learning & Performance (ACLP) or Diploma in Adult and Continuing Education (DACE)/ Diploma in Design and Development of Learning for Performance (DDDLP) will be highly regarded