Executive Secretary cum Quality Manager | Thư ký điều hành kiêm Quản lý chất lượng

To ensure that the Quality Standards of the hotel comply with company policies and procedures in line with the organization’s vision, values and Centara Brand Standards.

DUTIED AND RESPONSIBILITIES:
a. ADMINISTRATION

• Performs clerical and administrative tasks including drafting letters, memos, invoices, reports, and other documents for senior staff.
• Arranges travel and accommodations for executives.
• Schedules and attends meetings on behalf of executives, taking notes and recording minutes.
• Receives incoming communication or memos on behalf of senior staff, reviews contents, determines importance, and summarizes and/or distributes contents to appropriate staff.
• Performs office tasks including maintaining records, ordering supplies, and performing basic bookkeeping.
• Performs additional duties as assigned by executives.
• Performs other related duties as assigned.

• As the Quality Representative of the hotel, to maintain the integrity of the Quality Standards and ensure achievement of stated quality objectives and policies.
• Conduct quarterly “Brand Audit” based on the Mystery Guest Audit guidelines. Submit detailed report to GM/RM and all HODs concerned.
• After each audit, need to coordinate and follow up closely with respective department heads on non-Compliance areas of the Service Reference.
• To manage all third-party external audits with regards to service (Mystery guest audit external internal) and to follow up the improvement and training plan (CHR, Hotel IQ, Safety in Asia, EarthCheck etc…)
• To supervise the maintenance of Departmental Operating Procedures, in line with Centara standards.
• To conduct random checks on sequence service standards, food quality and set up on daily basis for all areas.
• To conduct random checks of VIP rooms and rooms blocked for guests who have previously filed complaint.
• To conduct random check on food hygiene and cleanliness in all kitchens following HACCP standards.
• To conduct property inspection every two weeks with GM/RM and HOD’s concerned and provide the proper report and follow up the improvement.
• To attend daily morning brief /HOD’s meeting to share feedback with regards to Quality & Brand Standards and to keep abreast of the daily operations and happenings around the resort.
• To share guests comments (positive and negative) on a daily basis and ensure necessary follow up and action if needed. Reinforce positive comments and ensure associate is recognized.
• Work hand in hand with CHR Marketing Communications department to coordinate and prepare printing materials for all departments as well as review of all artwork before processing.
• To ensure all standards are updated and communicated to all concerned, and establish an effective follow up procedure and final implementation is complete.
• To communicate with CHR HQ/ updated SOP and related message to all persons concerned
• In coordination with Training Department ensure Risk Management e-learning courses are completed by designated team members i.e. food safety, risk management, hotel safety
• Perform related duties and special projects as assigned by GM or RM

• Minimum of 3 year in similar role
• Proficient in the use of Microsoft Office
  
• Good communications and writing skills in English
• Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills
• Excellent interpersonal and customer service skills.