Executive Office Assistant and Quality Manager

A. Job Title

Executive Office Assistant and Quality Manager

B. Job Description

The Quality & Executive Administrative Assistant provides comprehensive administrative support to the Hotel Manager/ General Manager while coordinating the hotel's quality assurance and service excellence initiatives. The role is responsible for ensuring the smooth operation of the Executive Office through effective management of executive schedules, meetings, correspondence, reports, confidential documentation, and departmental follow-up.

In addition, the role supports the implementation and monitoring of quality assurance programs, including Forbes Travel Guide Standards, Leading Quality Assurance (LQA), guest satisfaction platforms, service audits, and continuous improvement initiatives. Working closely with the General Manager, Executive Committee, and department heads, the position plays a key role in driving operational excellence, enhancing the guest experience, and promoting a culture of continuous improvement throughout the hotel.

C. Job Qualifications

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.

D. Key Areas of Responsibility

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. Other Responsibilities

• Maintain strict confidentiality of all hotel, guest, employee, and business information.
• Demonstrate professionalism, integrity, and discretion in all interactions.
• Support the General Manager with special projects and strategic initiatives.
• Attend meetings, training sessions, and hotel events as required.
• Perform any other duties assigned by the General Manager in line with business requirements.