Quality & Executive Administrative Assistant

Overview

The Quality & Executive Administrative Assistant offers vital administrative support to the Hotel Manager/General Manager while spearheading the hotel's quality assurance and service excellence efforts. This position ensures seamless operations within the Executive Office by managing executive calendars, meetings, correspondence, reports, confidential matters, and departmental follow-ups efficiently.

Quality Assurance Responsibilities

• Coordinate and uphold quality assurance programs aligned with Forbes Travel Guide and Leading Quality Assurance (LQA) standards.
• Monitor guest satisfaction tools including RPX, surveys, online reviews to detect improvement possibilities.
• Conduct regular quality inspections, audits, and service evaluations across all hotel departments.
• Facilitate mystery guest assessments and follow up on action plans with departments.
• Support Learning & Development initiatives related to quality training.
• Ensure departments adhere to service protocols and operational procedures.
• Assist in preparing the hotel for external brand and quality assessments.
• Maintain KPIs, audit dashboards, reports, and continuous improvement documentation.
• Collaborate with department leaders to implement corrective measures fostering operational excellence.

Executive Office Administration

• Provide all-encompassing administrative aid to the General Manager and Executive Office.
• Manage the General Manager’s agenda, including meetings, travel, and appointments.
• Draft agendas, reports, presentations, correspondence, minutes, and confidential documents.
• Coordinate Executive Committee and operational meetings and track task follow-ups.
• Screen communications and visitors while upholding professionalism and confidentiality.
• Maintain organized filing systems for sensitive records, both electronic and physical.
• Manage office supplies and executive office requisition processes.

Quality Reporting and Documentation

• Consolidate quality metrics and prepare executive summaries for leadership review.
• Monitor progression of departmental quality action plans and provide updates.
• Maintain documentation tied to audits, guest feedback, service recovery, and operational improvements.
• Coordinate external audits, benchmarking, and award submissions.
• Prepare routine quality performance reports monthly, quarterly, and annually.
• Ensure compliance of quality records with corporate policies and standards.

Guest Experience Enhancement

• Assist Guest Relations with guest satisfaction monitoring and handling service recovery processes.
• Follow through on guest complaints ensuring effective corrective actions.
• Oversee VIP guest feedback and drive personalized experience initiatives.
• Promote an ongoing culture focused on superior guest service improvements.
• Collaborate across departments to enhance overall guest journey and touchpoints.

Coordination and Communication

• Serve as the key liaison between Executive Office and all hotel departments.
• Coordinate and track progress on strategic projects and operational initiatives.
• Communicate executive decisions, priorities, and directives to relevant teams timely.
• Liaise with corporate headquarters, partners, suppliers, and external entities as needed.
• Support the General Manager in fostering effective internal communication.

Continuous Improvement & Additional Responsibilities

• Help implement and uphold hotel policies, operational standards, and procedures.
• Identify and suggest improvements in administrative workflows and operational efficiency.
• Contribute to developing initiatives that elevate service excellence and reinforce the hotel's luxury brand.
• Encourage innovation, accountability, and continuous enhancement across the organization.
• Maintain strict confidentiality of all information relating to the hotel, guests, staff, and business.
• Exemplify professionalism, integrity, and discretion in all business interactions.
• Support the General Manager with special projects and attend key meetings, training, and events.
• Perform any additional duties as required by business needs and management directives.

Qualifications & Competencies

• Bachelor’s degree in Hospitality Management, Business Administration, Hotel Management, or related fields.
• A minimum of five years’ experience in luxury hospitality, executive administration, quality assurance, or guest relations.
• Proficient understanding of Forbes Travel Guide and LQA standards, quality management systems, RPX, and service audits.
• Experience supporting senior leadership through executive administrative functions.
• Advanced skills with Microsoft Office Suite and hotel management software.
• Excellent English communication skills, with additional languages considered a plus.
• Strong organizational, planning, attention to detail, communication, analytical, problem-solving, and interpersonal skills.
• Ability to manage confidential information with discretion and professionalism.
• Self-driven, service-oriented, and capable of working independently as well as collaboratively.