Executive Assistant Manager - Rooms

Role scope

Education and experience

• Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• At least 8 years of progressive luxury-hotel Front Office leadership experience.
• At least 3 years in a senior Front Office leadership role.
• Proven experience managing large Front Office teams and strong knowledge of Front Desk, Guest Services, Concierge, VIP handling, and service excellence programs.
• Forbes Travel Guide, LQA, and luxury guest service standards experience is highly preferred.

Front Office operations

• Lead Front Desk, Guest Services, and Concierge operations and ensure efficient guest flow and service delivery.
• Ensure seamless arrival, in-house, and departure experiences and uphold procedures, policies, and brand standards.
• Review performance, lead improvement initiatives, plan staffing, and partner with Revenue Management on room inventory.
• Monitor service recovery and promptly resolve guest concerns.

Guest experience and quality

• Champion luxury hospitality standards, personalized experiences, and VIP arrival and recognition programs.
• Maintain a visible presence in guest-facing areas and build relationships with repeat guests and VIP clientele.
• Review guest feedback, satisfaction scores, social comments, and quality audits; improve guest experience metrics.
• Ensure compliance with Forbes Travel Guide and LQA standards, quality assurance, safety, security, and emergency procedures.

Team leadership

• Lead and coach Front Office managers, supervisors, and associates; establish goals and performance expectations.
• Oversee performance reviews, onboarding, training, talent development, succession planning, engagement, and retention.
• Support recruitment, selection, coaching, counseling, and disciplinary processes; promote a fair and accountable culture.

Financial and strategic management

• Develop and manage departmental budgets and forecasts; monitor labor, scheduling, expenses, productivity, and profitability.
• Support revenue enhancement through room upselling and guest engagement while maintaining service standards.
• Participate in executive meetings, strategic planning, business reviews, change initiatives, and hotel-wide projects.
• Act as the senior Front Office operational leader when the General Manager or Hotel Manager is absent, when required.

Preferred qualifications and competencies

• Luxury experience with internationally recognized hotel brands, high-volume Front Office leadership, and Forbes Travel Guide or LQA experience are preferred.
• The posting highlights financial acumen, strategic thinking, communication, problem-solving, decision-making, stakeholder management, and change management.
• Guest service platforms, loyalty programs, and success improving guest satisfaction and operational performance are also cited.