Business Performance & Data Support- Maintain dashboards, trackers, and data sheets for business performance and project reporting.- Assist in compiling, cleaning, organizing, and validating operational and business data from multiple departments.- Support analysis of operational performance trends, cost tracking, and business reporting.- Assist in preparing summaries, reports, and presentation materials for internal discussions and reviews.- Support tracking of ongoing operational initiatives and project updates.
Research & Operational Support- Assist with research, documentation, and data collection for operational and cross-functional initiatives.- Support site visits, operational observations, and documentation where required.- Organize and maintain project documentation, trackers, and shared resources.
Exposure & Learning- Gain firsthand exposure to executive operations and cross-department business coordination in a regional-scale organization.- Observe how business performance, operational priorities, and strategic initiatives are tracked and managed.- Build practical understanding of project management, business operations, and cross-functional coordination in a fast growing organization.
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Analyse market trends and competitor performance to improve key performance indicators (KPIs) such as RevPAR (Revenue per Available Room), ADR (Average Daily Rate), and occupancy rates.
Liaise with distribution channels, including online travel agencies (OTAs) and direct booking platforms.
Recommend Revenue Strategies based on historical data and future forecast.
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The MYSG Customer Happiness Manager is responsible for leading end-to-end customer support operations, driving customer experience improvements, and building a high-performing service team across Malaysia and Singapore.
This role oversees operational performance, SOP governance, workforce planning, stakeholder collaboration, and customer journey enhancements to ensure consistent, efficient, and customer-centric service delivery across all touchpoints.
The position also plays a key role in strengthening service quality, operational scalability, and continuous improvement initiatives aligned with business and customer needs.
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