To elevate the company’s service culture by establishing high standards of hospitality and professional etiquette, developing employees’ skills, and managing customer service operations.
This role focuses on enhancing client experience, building a refined service environment, and implementing strategies that strengthen customer satisfaction and brand reputation.
Private Health Insurance Pension Plan Paid Time Off Training & Development Performance Bonus A.
Etiquette & Hospitality Training - Design, implement, and lead professional etiquette and hospitality training programs for all customer-facing and internal staff.
- Conduct training in customer interaction, professional appearance, communication etiquette, greeting protocols, and guest-handling techniques.
- Create training content such as presentations, handbooks, manuals, and e-learning modules.
- Ensure all staff follow unified etiquette and hospitality standards aligned with the company’s image.
- Deliver specialized workshops for reception teams, front-line staff, managers, and new joiners.
- Introduce international hospitality standards and adapt them to the company’s environment.
- Evaluate training effectiveness with assessments, role-play, and performance reviews.
B. Customer Service Management - Lead and oversee the Customer Service Department to ensure high-quality service delivery.
- Monitor daily operations, customer interactions, complaints, and service channels (calls, email, social media).
- Analyze customer feedback and implement solutions to improve response time and service quality.
- Establish and maintain customer service policies, SOPs, and communication scripts.
- Handle escalated cases professionally and ensure proper follow-up and closure.
- Coordinate with HR for recruitment, onboarding, and coaching of customer service staff.
- Maintain team schedules and ensure optimal staffing across all operating hours.
C. Strategy & Service Development - Develop and execute strategies to enhance customer satisfaction, hospitality standards, and brand image.
- Build and maintain the company’s Hospitality & Etiquette Framework to guide all departments.
- Conduct periodic audits on customer service quality and staff etiquette performance.
- Collaborate with senior management to improve customer journey touchpoints and service processes.
- Benchmark global best practices in hospitality, etiquette, and customer experience and implement suitable enhancements.
- Lead service improvement initiatives and create a strong internal culture of hospitality and professionalism.
D. Branding & Representation - Ensure all employees represent the company professionally through appearance, tone, and behavior.
- Provide internal guidance on event hospitality, VIP protocols, meeting etiquette, and front-desk standards.
- Represent the company in hospitality-related events when required.
Qualifications & Experience - Bachelor’s degree in Hospitality Management, Business Administration, Communications, or a related field.
- 4-6 years of experience in hospitality training, etiquette coaching, or customer service management.
- Strong background in hospitality principles, service excellence, and corporate etiquette.
- Experience in managing teams and delivering professional workshops.
- Excellent communication, presentation, and coaching skills.
- Proficiency in CRM systems and MS Office tools.
- Strong problem-solving and analytical capabilities.
Skills & Competencies - Etiquette & Protocol Knowledge - Hospitality Standards - Training & Facilitation - Leadership & Team Management - Customer Service Excellence - Professional Communication - Service Quality Improvement - Strategic Planning - Attention to Detail - Professional Appearance & Conduct