Executive Assistant Manager (EAM)

About the role

The Executive Assistant Manager (EAM) assists the Resort Manager / General Manager in overseeing day-to-day resort operations and ensuring smooth and efficient performance across all operational departments. This is a key operational leadership role responsible for coordinating and supervising Front Office, Housekeeping, F&B, Engineering, Security, Spa, Recreation, and other operational functions to ensure a seamless guest experience. The EAM assumes management responsibilities in the absence of the Resort Manager / General Manager or as assigned, and maintains and continuously enhances 5-star Service Standards, Brand Standards, SOPs, and overall Guest Experience throughout the resort.

Key responsibilities

• Assist the Resort Manager / General Manager in overseeing day-to-day resort operations and ensuring smooth and efficient performance across all operational departments
• Coordinate and supervise Front Office, Housekeeping, F&B, Engineering, Security, Spa, Recreation, and other operational functions to ensure seamless guest experience
• Act as a key operational leader and assume management responsibilities in the absence of the Resort Manager / General Manager or as assigned
• Maintain and continuously enhance 5-star Service Standards, Brand Standards, SOPs, and overall Guest Experience throughout the resort
• Handle VIP guests, guest feedback, complaints, and complex service recovery situations professionally and promptly
• Monitor key performance indicators, including Guest Satisfaction, Occupancy, ADR, Revenue, Productivity, Service Quality, and Operational Costs
• Work closely with department heads to improve operational efficiency, manpower utilization, service delivery, and cost control
• Conduct regular property inspections covering guest rooms, public areas, restaurants, facilities, and back-of-house areas to maintain luxury resort standards
• Lead operational meetings and daily briefings to ensure effective communication, follow-up, and coordination among departments
• Coach, support, and develop department heads and operational teams to strengthen leadership, accountability, employee engagement, and service culture

About you

• Bachelor's degree or higher in Hotel Management, Hospitality Management, Tourism, Business Administration, or a related field
• Minimum 7–10 years of experience in hotel or resort operations, with at least 3 years in a management role
• Previous experience as an Executive Assistant Manager, Director of Operations, Rooms Division Manager, F&B Manager, or a similar senior operational role is highly preferred
• Proven experience in a 4–5 star hotel, luxury resort, or upscale hospitality environment
• Strong knowledge of Rooms Division, F&B, Guest Relations, Housekeeping, and overall hotel/resort operations
• Strong leadership and people management skills with the ability to oversee multiple departments and work effectively with department heads
• Good commercial awareness with knowledge of budgeting, revenue management, cost control, and operational KPIs
• Excellent problem-solving, decision-making, guest relations, and service recovery skills
• Good command of spoken and written English, with confidence in communicating with international guests and management
• Hands-on, flexible, service-minded, and able to perform effectively under pressure in a fast-paced luxury resort environment

About us

Santhiya Resorts & Spas is a luxury 5-star resort.