Executive Office Admin cum Quality & Continuous Improvement

As Personal Assistant to General Manager you’ll direct all aspects of secretarial work in the hotel, maintain the executive office and all matters relating to executive office and all matters relating to executive administration in a confidential, professional manner. You will also provide efficient and comprehensive secretarial services to Executive staff to meet the needs of customers. Be able to make our guests to feel special, cosmopolitan and In the Know by: i) Be charming by being approachable, having confidence and showing respect; ii) Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done; iii) Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Support RM/ L&D cum QCI Manager to lead and embed the quality and continuous improvement culture in the hotel by driving business excellence and guest love through:

• Ensuring compliance with IHG brand standards;

• Communicating the hotel’s performance in guest love and

• Using structured, data-driven tools and processes to facilitate, drive, and monitor action plans and continuous improvement efforts.

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers

• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues

• Train colleagues to make sure they deliver with compliance and to the standards we expect

• Drive a great working environment for teams to thrive - linking up departments to create sense of one team

• Promote teamwork and quality service through daily communication and coordination with other departments

• Recommend or initiate any HR elated actions where needed

• Cooperates, coordinates and communicates with Department Heads and other inter-departmental secretaries as appropriate.

- Using a variety of formal and informal communications channels, ensure hotel employees are engaged and understand the hotel’s Guest Experience quadrant metrics and results:

• Disseminate reports, update notice boards/internal newsletters, support town halls, etc. (where applicable) to ensure Guest Experience information is cascaded to all hotel employees.

• Fully/Partially lead quality and continuous improvement segments in daily operations meetings, monthly meetings, and/or department meetings.

- Provide hands-on support in data collection and audits to ensure team members are on the right track and for the L&D Manager and HODs/Departments on training need analysis.

- Work with relevant departments to provide training on Continuous Improvement tools and identify any additional product/service training needs to improve guest satisfaction.

- Coordinate any necessary training for the implementation of processes with the relevant Departments under the guidance of L&D cum QCI Manager.

- Support L&D cum QCI Managers and HODs to conduct relevant training colleagues to make sure they deliver with compliance and to the standards we expect, where applicable.

- Drive a great working environment for teams to thrive - linking up departments to create a sense of one-team

- Promote teamwork and quality service through daily communication and coordination within the team and other departments

- Recommend or initiate any L&D/HR-related actions where needed

- Carry out any other tasks/duties as requested by the resort manager/L&D-QCI Manager.

Financial

• Help create the department’s annual budget and the setting of departmental goals

• Monitor budget and control expenses with a focus on food, beverage, and labour costs….

Responsible Business

• Reports directly to and communicates with the General Manager on all administrative matters.

• Maintain the utmost confidentiality and discretion when handling business affairs

• Day-to-day secretarial work to include typing, filing, faxes and telephone, etc.

• Distribution of memos, letters and other information, etc.

• Arranging internal/ external appointments.

• Translating incoming letters, documents, articles as requested.

• Provides information on all aspects relevant to the operations of the hotel.

• Storing and keeping all confidential information.

• Taking minutes of Department Heads/ Ex.Com meeting as requested.

• Be responsible in keeping the property safe and secure, to participate in any hotel activity related to Fire Life safety.

• Perform any other duties which may be assigned by the management from time to time.

• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done

• May also serve as manager on duty (MOD) on request.

• May assist with other duties as assigned by management

- Use formal framework/tools to ensure compliance with established standards in FLS, Cleanliness & Condition, and Brand Standard

- Champion and protect IHG’s trusted reputation

- Work with relevant departments to ensure adequate processes to support Responsible Business initiatives, i.e, quality, FLS compliance, audits, Green Engage, and CSR initiatives

- Other ad-hoc duties – unexpected moments when we have to pull together to get a task done

- May assist with other duties as assigned by management.

Guest Experience

- Ensure compliance with IHG brand standards.

- Communicate the hotel’s performance in guest love and the Guest Experience quadrant to all hotel team members in a timely and appropriate manner.

- Champion corporate programs for quality and continuous improvement initiatives on property.

- Be the on-property expert in:

• Brand standards

• Be familiar with the brand standards and audit requirements.

• Know the GEM portal functionality.

• Know how to identify the hotel’s gaps.

• Guest Love

• Be familiar with how the Guest Love survey system works, survey questions, reporting portal, reports, and relevant administration.

• Know what guests are saying about the hotel’s strengths and weaknesses.

• Know how to analyse the data for trends to drive action planning.

• Continuous improvement tools

• Be familiar with all Quality and Continuous tools, methodologies, training, and IHG resources that drive improvement in the Guest Experience metrics and how to use them.

- Provide data-driven and insightful recommendations to GM / RM / L&D/department heads on improving Guest Experience:

• Retrieve, analyse, and disseminate relevant Guest Experience metrics to GM/department heads in a timely and appropriate manner, incorporating formal monthly reports, quality meetings, and informal catch-up sessions.

• Be familiar with the different sources of data and knowledgeable in analysing the data logically to determine what guests are saying about the hotel’s product/service.

• Be familiar with resources (online, offline, other employees) that allow the hotel to leverage knowledge/ideas/solutions from other IHG properties / competitive sets.

• Be aware of what is happening “on the ground” in the hotel through regular hotel walk-throughs / observations/audits/interactions with staff/guests and in the competitive set that impacts Guest Experience.

• Be familiar with relevant operational aspects/standards of the competitive set that impacts Guest Experience.

• Through reviewing the different data sources and applying the correct data/analysis in the appropriate situations, recommend action plans and prioritize resources to drive the most significant improvements in Guest Experience.

- Flag any potential areas of concern based on observations and understanding of operations and staff/guest interactions.

- Drive submission and ensure execution of relevant action plans for both brand compliance and guest love.

- Support to drive meetings with department heads partially, with the objectives of agreeing on and tracking the completion of action steps to improve Guest Experience.

- Coordinate with department heads to ensure action items are completed as agreed.

- Track the results of action items to ensure improvement.

- Continuous improvement projects should focus on improving guest satisfaction but may also include improving other business processes e.g., increasing revenue, reducing costs, and improving efficiency.

- Propose projects/initiatives that will drive significant improvements in Guest Experience, which may or may not have existing toolkits.

- Guide and advise teams on processing all relevant data to determine root causes. Where appropriate, determine any additional data needed to identify root causes and design data collection methods and analysis templates to enable the hotel to collect and analyse the data to drive Guest Experience improvement projects.

- Facilitate the team to arrive at solutions / design new processes to ensure root causes are eliminated. Where applicable, provide suggestions based on past experience/knowledge of other hotels’ processes.

- If focus groups are required for a better understanding of challenges relating to Guest Experience, lead and facilitate focus groups and ensure follow-up analysis of findings

• Handling reservations as requested.