Executive Office Assistant and Quality Manager

About the role

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 ensures the smooth operation of the Executive Office through management of schedules, meetings, correspondence, reports and confidential documentation, and supports quality programs such as Forbes Travel Guide Standards, Leading Quality Assurance (LQA), guest satisfaction platforms, service audits and continuous improvement.

Key responsibilities

• Quality assurance: coordinate hotel quality initiatives to maintain Forbes Travel Guide and LQA standards, monitor RPX, guest satisfaction surveys and online reviews, conduct quality inspections and operational audits, coordinate mystery guest evaluations and support quality training programs.
• Executive administration: manage the General Manager's calendar, meetings, travel and schedule; prepare agendas, reports, presentations, minutes and correspondence; coordinate Executive Committee meetings and track action points; screen calls, visitors and emails; maintain confidential filing systems and handle office requisitions.
• Reporting: consolidate quality performance data into executive summaries, maintain quality dashboards, KPIs and audit reports, and prepare monthly, quarterly and annual quality reports.
• Guest experience: support Guest Relations in monitoring satisfaction and service recovery, follow up on guest complaints and VIP feedback, and work with departments to improve guest touchpoints.
• Coordination: act as liaison between the Executive Office and all departments, follow up on strategic projects and communicate executive decisions to departments, corporate offices, suppliers and partners.
• Continuous improvement: help implement policies and procedures, identify process improvements and support the General Manager with special projects and strategic initiatives.

Required profile

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management or a related field.
• Minimum 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, LQA and luxury hospitality service standards.
• Experience with quality management systems, RPX, guest satisfaction surveys, service recovery and operational audits.
• Previous executive administrative support to senior leadership is highly desirable.
• Excellent written and verbal English; additional languages are an advantage.

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Hotel management systems
• Strong organization, planning, attention to detail, confidentiality and analytical skills