Service Excellence Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Plaza Premium Group Full time

About the Job:

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  • Plaza Premium Group is seeking a Service Excellence Specialist to join our team, responsible for ensuring that our guests have an exceptional experience across all our business units globally.
  • The successful candidate will drive continuous improvement processes aligned with our company's vision, ensuring that our guests have an exceptional experience.

Key Responsibilities:

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  • Implement and execute quality assurance initiatives to enhance customer experience and journey.
  • Develop and monitor Service Level Agreements (SLAs) for new and existing lounges, hotels, and other services.
  • Analyze guest feedback to drive improvements in service delivery and organization CSAT, NPS, and GRI scores.
  • Collaborate with Service Excellence and Customer Engagement teams to support operational training and develop customer-centric strategies.

Additional Responsibilities:

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  • Conduct regular reviews of operational performance indices and guest feedback to identify areas for improvement.
  • Provide on-site support, evaluation, and troubleshooting for operational entities as needed.
  • Facilitate process improvement initiatives using quality tools and ensure improvements are measurable and sustainable.
  • Guide business units in adopting Total Quality Management (TQM) principles to enhance service excellence.

Requirements:

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  • Minimum 8 years of experience in luxury hospitality, preferably with regional or cluster management experience.
  • A degree or higher diploma in Hospitality, Business, or a related field is preferred. Six Sigma Belt certification is a plus.
  • Strong analytical and problem-solving skills, with experience in data analysis and quality tools. Excellent interpersonal and communication skills, with fluency in English (Mandarin is a plus). Experience in service recovery, guest relations, and conflict resolution. Familiarity with ISO 9001:2015 standards is preferred.
  • Travel: Willingness to travel regionally for site visits and operational support as required.

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