Qualifications
-Currently pursuing or recently completed a Diploma or Degree in Hospitality, Business Administration, Operations Management, or Customer Experience.
-Prior experience in a service-related or customer-facing role is an advantage.
-Customer-focused mindset with an eye for detail and service excellence.
-Proficient in Microsoft Excel, Word, and PowerPoint.
-Good interpersonal and presentation skills.
-Organized, proactive, and able to manage multiple priorities.
-Proficient in both English and Bahasa Malaysia (spoken and written).

Job responsibilities
-Service Quality Monitoring
-Assist in compiling service-related data including customer feedback, incident reports, and review scores.
-Support in monitoring daily outlet performance using customer satisfaction KPIs and dashboards.
-Assist in reviewing and documenting service quality gaps or issues raised during operations.
-Mystery Dining & Audit Coordination
-Coordinate scheduling and feedback collection for mystery dining programs.
-Compile, analyse, and summarise audit findings and service evaluation reports.
-Follow up with outlet teams on action plans and progress of service quality improvements.
-Training & SOP Development Support
-Assist in preparing and updating training materials, manuals, and SOP documentation.
-Support in-service training sessions, briefings, and quality workshops.
-Document training attendance, feedback, and assessment results.
-Cross-functional Quality Initiatives
-Work collaboratively with the Operations, HR, and Marketing teams to align service quality with brand experience.
-Assist in the execution and tracking of campaigns or initiatives aimed at improving the guest experience.
-Support internal communication of service best practices and reminders to outlet teams.
-Administrative & Reporting Tasks
-Assist in organising digital folders, reports, and documentation related to service audits and training.
-Prepare summaries and presentations for internal meetings and reporting purposes.
-Provide clerical support and handle assigned tasks diligently and on time.