Executive Office Assistant and Quality Manager

Role Overview

Knowledge and Experience

• Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management, or a related field.
• Minimum of 5 years of experience in luxury hospitality, Executive Office Administration, Quality Assurance, Guest Relations, or a similar role.
• Sound knowledge of Forbes Travel Guide Standards, Leading Quality Assurance (LQA), and luxury hospitality service standards.
• Experience in quality management systems, RPX, guest satisfaction surveys, service recovery, and operational audits.
• Previous experience providing executive administrative support to senior leadership is highly desirable.
• Excellent knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and hotel management systems.
• Excellent written and verbal communication skills in English. Additional languages are an advantage.

Competencies

• Strong organizational and administrative skills.
• Excellent planning and time management abilities.
• Exceptional attention to detail and accuracy.
• Professional, discreet, and able to handle confidential information.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to prioritize multiple assignments and meet deadlines.
• Strong coordination and follow-up skills.
• Service-oriented with a passion for luxury hospitality.
• Ability to work independently and collaboratively with all departments.
• Strong presentation and report preparation skills.
• Positive attitude with integrity and professionalism.

Quality Assurance & Service Excellence

• Coordinate and support all hotel quality assurance initiatives to maintain Forbes Travel Guide and LQA standards.
• Monitor RPX, guest satisfaction surveys, online reviews, and other guest feedback platforms to identify trends and opportunities for improvement.
• Conduct regular quality inspections, operational audits, and service assessments across all departments.
• Coordinate mystery guest evaluations and ensure timely follow-up on departmental action plans.
• Support the Learning & Development team in implementing quality-related training programs.
• Monitor departmental compliance with established service standards and operational procedures.
• Assist in preparing the hotel for external quality assessments and brand audits.
• Maintain quality dashboards, KPIs, audit reports, and continuous improvement trackers.
• Collaborate with department heads to implement corrective actions and enhance operational excellence.

Executive Office Administration

• Provide comprehensive administrative support to the General Manager and Executive Office.
• Manage the General Manager's calendar, appointments, meetings, travel arrangements, and daily schedule.
• Prepare agendas, reports, presentations, correspondence, meeting minutes, and executive documentation.
• Coordinate Executive Committee meetings, operational meetings, and management briefings.
• Track meeting action points and follow up with department heads to ensure timely completion.
• Screen calls, visitors, emails, and correspondence while maintaining professionalism and confidentiality.
• Maintain efficient filing systems for confidential records, both electronic and hard copy.
• Coordinate travel requests, approvals, and administrative documentation.
• Handle Executive Office requisitions and maintain office supplies.

Quality Reporting & Administration

• Consolidate quality performance reports and prepare executive summaries for senior management.
• Monitor departmental quality action plans and provide progress updates.
• Maintain documentation related to quality audits, guest satisfaction, service recovery, and operational improvements.
• Coordinate external quality audits, benchmarking exercises, and award submissions.
• Prepare monthly, quarterly, and annual quality performance reports.
• Ensure all quality records and reports comply with company policies and standards.

Guest Experience

• Support the Guest Relations team in monitoring guest satisfaction and service recovery initiatives.
• Follow up on guest complaints and ensure corrective actions are implemented effectively.
• Monitor VIP guest feedback and support initiatives to enhance personalized guest experiences.
• Promote a guest-centric culture by encouraging continuous service improvement.
• Work closely with operational departments to improve guest touchpoints throughout the guest journey.

Coordination & Communication

• Act as the liaison between the Executive Office and all hotel departments.
• Coordinate and follow up on strategic projects, operational initiatives, and executive assignments.
• Ensure timely communication of executive decisions, priorities, and action plans.
• Liaise with corporate offices, business partners, suppliers, and external stakeholders when required.
• Support the General Manager in maintaining effective communication across the hotel.

Continuous Improvement

• Support the implementation of hotel policies, procedures, and operational standards.
• Identify opportunities to improve administrative processes and operational efficiency.
• Assist in developing service excellence initiatives that strengthen the hotel's luxury positioning.
• Encourage innovation, accountability, and a culture of continuous improvement throughout the hotel.

Other Responsibilities