Descrição da vaga
Mission: This is a dynamic, dual-role position designed to provide high-level administrative support to the General Manager while simultaneously acting as the premier ambassador for our guest journey.
What will you have to do:
1. Executive Support & Administration (PA to GM)
• Calendar & Schedule Management: Proactively manage the General Manager's complex calendar, prioritizing appointments, coordinating executive meetings, and organizing internal/external hotel tours.
• Communication Hub: Act as the primary point of contact for the Executive Office. Screen inquiries, draft high-level correspondence, memos, and welcome letters on behalf of the GM.
• Meeting Coordination: Prepare agendas, record detailed minutes, and track follow-up action items for daily briefings, Executive Committee meetings, and Owner Representative meetings.
• Translation & Documentation: Provide accurate translation of internal policies, legal documents, and corporate communications between English and Vietnamese. Maintain a highly organized and confidential filing system.
• Project Assistance: Assist the GM in tracking property-wide initiatives, including action plans, sustainability goals, and brand transition milestones.
2. Guest Experience & Brand Standards (GEX)
• VIP & Melia Collection Touchpoints: Oversee the arrival, stay, and departure experience for all VIPs, return guests, and special occasion celebrations. Ensure room allocations, welcome amenities, and personalized greetings align strictly with luxury brand standards.
• Guest Feedback Management: Monitor daily guest satisfaction metrics (ReviewPro, internal feedback). Investigate complaints with the relevant department heads (e.g., F&B, Front Office) and draft professional, empathetic responses for the GM's review.
• On-Floor Presence: Maintain a highly visible presence in the lobby and key public areas during peak hours to engage with guests, anticipate needs, and resolve potential issues proactively before they escalate.
• Cross-Departmental Synergy: Collaborate closely with Front Office, Housekeeping, and F&B to ensure seamless communication regarding guest preferences, dietary requirements, and special requests.
• Quality Assurance: Conduct regular walk-throughs of the retreat to ensure aesthetic and service standards are impeccably maintained, reporting any defects directly to Engineering or Housekeeping
What are we looking for:
• Education: Bachelor’s degree in Hospitality Management, Business Administration or a related field.
• Experience: Minimum 1 year of experience in a similar Executive Assistant, Guest Relations, or Front Office Management role within a 5-star luxury resort environment.
• Language Skills: Exceptional fluency in both written and spoken English and Vietnamese.
• Technical Skills: Proficiency in MS Office Suite (Word, Excel, PowerPoint) and hotel property management systems (e.g., Opera). Experience with guest feedback platforms is a plus.
• Personal Attributes:
• Impeccable grooming and professional presentation.
• High degree of emotional intelligence, empathy, and grace under pressure.
• Absolute discretion and trustworthiness with confidential executive and financial information.
• Proactive problem-solver with a meticulous eye for detail.
