Executive Assistant Manager – Hotel Operations

About the role

Elitez Pte Ltd is seeking an Executive Assistant Manager – Hotel Operations to join our client's dynamic hospitality team on Penang Island. This is a full-time position that offers a strategic opportunity to support the smooth and efficient running of our hotel operations. As Executive Assistant Manager, you will work closely with senior management to ensure that all operational aspects of the hotel meet our high standards of service excellence and profitability. This role is critical to maintaining the day-to-day functionality of the property whilst also driving initiatives that enhance guest satisfaction and operational efficiency.

Key responsibilities

• Facilities & Maintenance Oversight – Ensure operational standards of all resort facilities, including rooms, suites, villas, F&B outlets, spa, gym, and entertainment zones. Oversee engineering repairs, preventive maintenance programs, and coordinate with technical teams for timely issue resolution.
• Front Office & Guest Services – Supervise front desk operations to ensure efficient check-in/check-out and high service standards. Manage labor scheduling, staffing levels, and branding initiatives (uniforms, signage, promotional materials) to enhance guest perception.
• Housekeeping & Room Readiness – Coordinate with housekeeping and maintenance teams to ensure all accommodations are guest-ready and issues are promptly addressed.
• Financial & KPI Management – Manage budgets and forecasts within ±5% variance. Drive financial and non-financial KPIs, including occupancy, revenue optimization, and operational efficiency.
• Revenue & Reservations – Lead the integration of reservations into a full Revenue Management function. Monitor pricing strategies, occupancy trends, and market segmentation to maximize revenue while maintaining guest value.
• Fire Life Safety & Compliance – Ensure full compliance with local building codes and fire safety regulations. Conduct regular inspections, audits, and drills; lead Code 88 evacuation planning and training with government agencies.
• Concierge & Luxury Villa Management – Oversee concierge services and luxury villa operations, with a focus on personalized butler services to deliver exceptional, memorable guest experiences.
• Event Management – Supervise events in the Casablanca Grand Ballroom and other venues, ensuring flawless execution and highest service standards.
• Team Leadership & Development – Mentor department heads and staff; conduct training programs on service standards, safety protocols, and operational procedures. Foster a collaborative, high-performance culture.
• Innovation & Continuous Improvement – Champion AI-driven efficiencies and maintain an "idea factory" culture where staff at all levels contribute to operational progression. Monitor guest feedback to drive ongoing service enhancements.
• Reporting & Strategic Alignment – Prepare and present operational reports to senior management. Ensure all activities align with the resort's Vision, Mission, and Core Values, with training and staff development as top priorities.

Requirement

• A minimum of 5–8 years of direct, hands-on experience within a Marriott-branded hotel environment. Strictly required; applications without this specific background will not be considered.
• Strong background in hotel operations with proven leadership capability.
• Demonstrated experience in overseeing multiple operational departments.
• Well-versed in guest experience management, financial performance, people development, and operational excellence.
• Indonesian nationals with relevant Marriott experience are encouraged to apply and must be willing to relocate to Penang, Malaysia.
• Fluency in English and Malay; additional language skills are advantageous

* Candidates without the required Marriott background will not be considered.

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