The Ascott Limited is one of the world’s leading international serviced residence owner and operator, headquartered in Singapore. We manage the Ascott, Citadines, Somerset brands, and Lyf, with each brand catering to the distinct needs of our residents. Our portfolio of more than 70,000 serviced residence units in key cities of the Americas, Asia Pacific, Europe and the Gulf region. We offer fully furnished residences which provide the perfect blend of the quality services and conveniences of a hotel with the comforts of apartment-living. As the favoured choice for guests staying for longer periods, be it business or leisure, our residences embody the true essence of a home away from home.
We are internationally recognized for our brands. Recent accolades include the prestigious World Travel Awards for the category of ‘World’s Leading Serviced Apartment Brand’. As an employer, The Ascott Limited is proud to be recognised by Tripartite Alliance for Fair & Progressive Employment Practices (TAFEP) as a Human Capital Partner (HCPartner), and commended for our efforts in investing in human capital development and adopting fair and progressive workplace practices. We are a wholly-owned subsidiary of CapitaLand Limited.
We welcome individuals from diverse backgrounds to join our global offices, be it as experienced professionals, recent graduates or interns. For our full listing of global opportunities, please visit http://www.the-ascott.com/ascottlimited/careers.
Job Responsibilities
- Analyze customer feedback from guest satisfaction survey and online reviews, with other relevant operational data/information to identify key drivers, variances and trends.
- Assist in deriving actionable insights that will help drive and support business and operational decisions and enhance customer experience. Understanding of the business domain would be essential.
- Ensure safety/integrity, quality and usability of data.
- Assist in preparing regular and timely operations and management reports on findings and insights from customer feedback and provide recommendations for improvements.
- Assist in reviewing and recommending best practices in the area of customer satisfaction/customer loyalty analytics.
- Assist in troubleshooting issues with the vendors/users and provide support to users globally whenever needed.
- Assist in develop and deliver user/stakeholder education materials and communications from time to time or when required.
- Attend to ad-hoc data requests from various stakeholders.
Requirements
- A good Bachelor’s degree in economics, market research or social sciences, IT (Business Intelligence) or any related analytics discipline from a recognized university.
- Possess at least 2 years of data analytics and business experience in a hospitality company or a service-focused industry will be an advantage.
- Proficient in Microsoft Excel especially with macro, VBA as well as other Microsoft Office tools such as PowerPoint, Word and Outlook.
- Possess a good working knowledge of statistics, Microsoft SQL and/or MySQL database.
- Knowledge of analytics software e.g. R, Python and visualization software e.g. PowerBI is preferred.
- Knowledge in text mining and data modeling software would be a plus point.
- Actively seeks improvement in processes and systems.
- Have good analytical and methodical skills.
- Possess an eye for detail, and is meticulous.
- Responsible, reliable and have the ability to ensure a detailed follow-through.
- Good inter-personal and communication skills to deal with people of different levels.
- Have a keen interest in service excellence.
- Fluent in English (both in speech and writing) and a second language e.g. Chinese would be preferred in order to liaise with Chinese speaking associates.
- Team player and yet able to work independently.
- Able to work well under pressure, prioritize and meet deadlines.
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The Ascott Limited - Designation:
Data Analyst, Customer Relations