Hospitality & Etiquette Manager

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.

Requirements

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

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development
• Performance Bonus