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Breakfast At Fluffy's Pte. Ltd.

Quality Service Manager

Full-time

Singapore, Singapore

Quality Assurance / Control

8 months ago

BreakFast at Fluffy’s Boutique Pet Hotel & Grooming (BFF) is a leading hotel in Singapore for Canine friends. A leading provider in Pet Care, BF..

BreakFast at Fluffy’s Boutique Pet Hotel & Grooming (BFF) is a leading hotel in Singapore for Canine friends. A leading provider in Pet Care, BFF offers boarding, daycare and grooming in an immaculate and impressive establishment. The expert team at BFF also provides dietary, training and behaviour advice and offers basic medical care, supplements and care products.

BFF seeks a General Manager to develop new standards of quality care and quality service, in line with today’s higher client expectations and needs, and to improve and oversee operations, business development, finance and HR.

The General Manager reports directly to the Director.

Responsibilities

1. Design and Implement new Quality Management Strategy, System and SOPs, which include:

Quality policy, quality planning and assurance and quality control
Stakeholder responsibilities to processes, products and services
Operation and Service Excellence above across all functions of the hotel business
Quality Customer Service for Client Retention
Quality Service Marketing and Social Media Management to attract new clients
Communicating offline and online our quality promise and capabilities to clients
Staff Professional Development with new Key Performance Indicators (KPIs) incorporated into Appraisal System

2. Oversee day-to-day operations

Design strategy and set goals for growth
Maintain budgets and optimize expenses
Ensure employees work productively and develop professionally
Oversee recruitment and training of new employees
Ensure all staff are skilled & knowledgeable in dog handling, care and emergencies
Evaluate and improve operations and financial performance
Ensure staff follows health and safety regulations
Direct the employee assessment process
Prepare regular reports for upper management
Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors)

3. Live In the Hotel

As a 24/7, Open Concept Pet Hotel, a daily night shift duty staffer is required. The GM is required to fill this role and live in the hotel to maintain a close watch over our guests.
As a live-in manager, he will ensure the safety, rest, medical care, cleanliness, husbandry, meals, morning & night walks, and housekeeping matters are carried out as required.
Complete the days accounts, and the next days appointments, staff scheduling, accounts and operations report and analysis.

Requirements and Skills

Must have work experience in the Animal Care & Husbandry
Proven knowledge in animal nutrition, healthcare and medical care for puppy and geriatic animals
Good knowledge in animal behaviour and training for various breeds
Problem-solving aptitude
Must be reliable, pleasant and possess speed and empathy
Minimum Diploma in Hospitality

Job Type: Full-time

Salary: Negotiable