Quality Assurance Specialist, Hotel Training & 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 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