About the role
The QA & Operations Excellence Officer plays a key role in shaping RH1’s operational excellence across its premium family entertainment venues. This position focuses on building structured systems, creating clear and practical Standard Operating Procedures (SOPs), and ensuring every team member delivers an exceptional guest experience.
This is a hands- on role for someone who takes pride in creating structure, elevating service quality, and inspiring teams to perform at their best.
You will design structured training programs, develop and implement operating systems, and build clear SOPs that define how RH1 delivers consistent, high- quality operations across all departments. Your work will shape the foundation of RH1’s “5- Star Operations Guidebook” — ensuring every process, system, and team member contributes to a seamless, guest- focused experience.
“Build the systems behind every smile and every 5- star moment”
Reporting Structure: Project Director
Key Responsibilities
SOP Development
Lead the end- to- end design and documentation of operational systems across all RH1 Project venues.
Develop complete SOP ecosystem, including:
Operational flow design for guest experience, safety, and service excellence.
Role- based SOPs (Front Desk, Technicians, Operations, Cleaning, Security, etc.).
Venue setup, pre- opening procedures, and handover documentation.
Quality control, incident response, and escalation procedures.
Keep RH1’s operations agile and forward- thinking by updating SOPs with emerging trends and technology (e.g. digital audit tools, AI reporting).
Partner with HR to integrate SOP and QA metrics into performance evaluation.
Drive continuous improvement through regular feedback sessions, incident reviews, and best practice sharing.
Build a living Operations Manual – the master reference for every RH1 site – with version tracking, visuals, and bilingual documentation.
Work across- functionally with Operations, HR, Safety, and IT to ensure system integration and operational readiness.
System Setup & Operational Integration
Develop user manuals, process maps, and SOPs for how each department interacts with these systems (Operations, HR, Finance, Maintenance, Customer Service).
Evaluate system effectiveness and recommend upgrades or workflow improvements based on operational feedback.
Collaborate with IT, Operations, and Project teams to ensure systems are user- friendly, practical, and aligned with real- life workflows.
Support in the setup of operating systems for venue operations (e.g., ticketing, CRM, maintenance tracking, training management, etc.).
Manage Training Programs
Develop interactive and digital content: video modules, quizzes, SOP visual guides, and scenario- based simulations.
Design and deliver structured, tier- based training programs (Induction, Service Excellence, Safety, Operations Mastery).
Certify in- house trainers and supervisors to sustain training standards across multiple venues.
Establish and maintain a Training Management System (TMS) to record learning data, certification levels, and compliance.
Align training with performance data, SOP changes, and customer feedback loops.
Pre- Opening & Project Support
Develop “Opening SOP Kits” to fast- track readiness for each new location.
Participate in new site setup and pre- opening phases — from process mapping to staff onboarding and test- run audits.
QUALIFICATIONS AND SKILLS REQUIREMENTS
Strong understanding of international service standards
Passion for building systems that empower teams and create memorable family experiences.
Proven experience developing SOPs, process documentation, and system manuals.
Bachelor’s degree in Hospitality Management, Business Administration, Operations Management, or a related field.
Familiarity with safety, hygiene, and emergency standards (HACCP, ISO, or similar frameworks).
Analytical mindset with an eye for both operational detail and customer experience.
Excellent facilitation and communication skills, both in English and Vietnamese.
Exceptional customer mindset — always viewing operations through the lens of guest satisfaction and service excellence.
Skilled in creating structured documentation and visual process guides.
Experience working in pre- opening or new project setup environments is a strong plus.
4–6 years of experience in hospitality, FECs, or F&B multi- site operations.
Prior experience in training, process improvement, or quality assurance within a structured organization.
Strong understanding of service quality, guest experience management, and operational workflows.
Experience with digital tools such as POS, CRM, LMS, HRM, or maintenance management systems.
Why should you apply?
Leverage AI- powered tools to enhance your daily work and productivity.
Paid sick leave;
Flexi Fridays;
International and professional working environment.
Regular team- building events and career advancement opportunities.
Excellent personal growth aligned with your professional development.
Access to RH1’s entertainment areas with employee and family discounts.
Regular team building events.
Competitive remuneration package.
