We are looking for Executive Assistant Manager - Melia Kuala Lumpur (Malaysia)
Mission:
To provide support to the GM in the execution of tasks assigned to him/her and with a focus on the management of the Hotel's operational departments, with the aim of maximizing internal and external customer satisfaction.
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What will you have to do?
OPERATIONS
Provides support to the GM in the implementation in their business units of the defined action plans, executing the tasks that have been assigned, to optimize the operation and customer satisfaction, with supervision of their results.
Supports in its coordination with the hotel's operational departments based on the guidelines or guidelines received from the GM. You can provide feedback to the GM.
Member of the hotel's operating committee and ensures the operational excellence of its business unit together with GM.
To comply with Hotel’s Rules and Regulation & to perform all other duties than the above requested by the Hotel’s Management, the Company, and/or his/her direct Superior.
ECONOMIC-FINANCIAL
Provides feedback to the GM information about the operational departments to include in the projection based on your previous experience.
Based on the KPIs and indications received (with guides or guidelines in those of greater complexity), it is operationally aligned with the goals set.
Participates in operational audits ensuring compliance with the different programs and the standards of Operational Audits.
SALES & REVENUE
Participates in the implementation of In-house Sales / Upselling actions in daily operations, to improve revenues, as well as the financial result of the hotel, with supervision of its results.
Supports the GM and sales team in inspection visits where their assistance is required, ensuring their success.
Supports the teams in the delivery of the event and achieve customer satisfaction, based on detailed guides or guidelines.
PRODUCT & BRAND MANAGEMENT
Attends to the customer at the hotel: follow-up of complaints and incidents, acting based on instructions and procedures.
Supports in the implementation of the Hotel's Marketing and Communication Plan.
Participates in the implementation of brand programs, with supervision of their results.
Supports HODs and GM in the adaptation and development of SOPs in the business unit, aligning them with Brand standards and Operational needs.
Supports GEX and GM in coordinating the operation of all areas including the Guest Experience vision in sensory architecture, music, Setups, etc.
ROOMS DIVISION
Provides support in the supervision of the accommodation area (cleaning of rooms, public areas, laundry, reception and concierge).
Works closely with the front office to ensure smooth guest arrivals, check-ins, and departures, while maintaining effective communication between reception, concierge, and housekeeping for seamless service delivery
Coordinates with Engineering to ensure proper maintenance of guest rooms, public areas, and hotel facilities, addressing technical issues promptly to maintain operational standards.
Collaborates with Security to safeguard guests, staff, and property by ensuring compliance with safety protocols, monitoring public areas, and supporting emergency response procedures.
Supports to achieve good communication and coordination between the Accommodation departments.
Provides support so that customer service follows the defined standards and procedures by reviewing the different areas of the hotel on-site.
FOOD & BEVERAGE
Provides support in the implementation of the standards of products, services and F&B attributes defined by Hotel Services with supervision over their results.
Provides support in the daily operations of F&B, with the aim of maximizing customer satisfaction, based on detailed procedures or guidelines.
Supports GM and F&B in ensuring the profitability of operating departments and maximizing in-house revenues.
Supports compliance with and follow-up of hygienic-sanitary audits of kitchens and facilities and of the incidents detected, supervise compliance with the defined action plan.
Provides support in the development implementation of the yearly F&B promotion plan.
HUMAN RESOURCES
Participates in the hotel service culture and brand induction sessions.
Participates in training programs to enhance knowledge, skills, and service standards, ensuring continuous improvement and alignment with hotel policies and procedures.
Supports and trains departmental staff to uphold service quality, operational efficiency, and compliance with hotel standards, fostering teamwork and professional development
LOYALTY
Provides support for fidelity trainings to take place.
Ensures the customer experience and satisfaction in the loyalty program, ensuring the delivery of benefits , based on detailed guides or guidelines.
SUSTAINABILITY
Participates in the implementation of sustainability projects or initiatives in the hotel.
What are we looking for?
EDUCATION AND TRAINING: Diploma or degree in Tourism or equivalent.
LANGUAGES: fluent English & Bahasa Malaysia
SPECIFIC KNOWLEDGE:
• Total knowledge of hotel operations and knowledge of all operational positions of a hotel.
• Demonstrated knowledge of Human Resources Management and Talent Development.
• Knowledge of IT tools used in Hotel Management.
• Total geographic availability.
• International experience.
• Leadership, autonomy, strategic vision and solvent social skills.
• Attention to detail and passion for excellence.
• Dynamic and warm person, with a host profile and ability to lead the operations front and the guest center.
EXPERIENCE: 1-2 years of experience as an Executive Assistant Manager or similar.
Local experience is required.
