Personal Assistant To General Manager

As the Personal Assistant, you will be responsible for performing the following tasks to the highest standards:

Arrange appointments and meetings for the General Manager, record them in the calendar / diary and ensure the General Manager has the appropriate documentation for each appointment.

Attend meetings such as Department Head Meeting, Executive Committee Meeting and any other when requested and take minutes of attended meetings.

Receive visitors and guests on behalf of the General Manager and in his / her absence, answering questions and concerns and following through with resolutions.

Arrange room and restaurant reservations for VIP guests / personnel if requested.

Arrange and coordinate the General Manager's schedule and remind him / her in time.

Assist the General Manager in compiling guest data to be used for service quality improvement.

Assess priorities of work and, wherever possible, assist in organizing the General Manager’s priorities.

Answer telephone calls in the Executive Office as and when required.

Assist the General Manager to deal with hotel related official documents, such as owner's report, thank you letters, complaint letters and other business documents.

File and record all business documents as required.

Check documents submitted by departments and record when use the stamp.

Assist with translations, verbal and written.

Maintain strictest confidentiality at all times on all matters.

Demonstrate essential overall knowledge of the organization.

Understand the responsibilities of other sections and departments and cooperate with them.

Adhere to the hotel’s security and emergency policies and procedures.

Demonstrate professional attitude and behavior at all times.

Prepare and maintain files, reports, letters, memorandums and other relevant business documentation.

Ensure all reporting and servicing deadlines are met on a timely basis.

Maintain an accurate tracking system for prompt handling of issues concerned.

Order and maintain office supplies.

Abide by the team member handbook, hotel policies and procedures, hotel code of conduct.

Maintain personal presentation to hotel standards.

The Management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.

Carry out any other reasonable duties and responsibilities as assigned.

As the Quality Officer, you will be responsible for performing the following tasks to the highest standards:

Position Summary:

Performs Stay Experience analysis, daily audits, and prepares other Quality Assurance (QA) reports.

Identifies areas of improvements through trends and analysis of guest feedback from various guest engagement platforms (internal & external).

Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant Heads of Departments (HODs).

Identify shortfalls into buckets of “Process, Product, People-Performance, and People-Training” and communicate with relevant HOD’s and Learning & Development Manager (LDM) to close the gaps.

Reviews SOPs and provides support to HOD’s in order to increase efficiency and performance.

Ensures compliance with Hilton standards to create consistency in the highest quality of guest service.

Ensures compliance with La Festa Phu Quoc and Curio Brand Standards.

Prepares audit reports and shares feedback with team members and respective HOD’s to foster positive guest experience at all guest touch points.

Observes performance and encourages continuous improvement.

Plans, presents and implements training modules with the support of the LDM pertaining to Quality Assurance and supporting components to ensure all team members are kept up-to-date with latest satisfaction scores and quality trends.

Monitors team members progress to ensure La Festa Phu Quoc standards are implemented and followed on a consistent basis.

Prepares team for Hilton audits, QA inspections and Mystery audits.

Attends departmental pre-shift meetings, communicates transparently with the Director of Operations (DO) and General Manager (GM) on new processes and procedures that may impact guest experience positively.

Brings in innovative strategies on elevating guest experience and continuous process improvement.

Continuously evaluates and enhances processes and procedures to ensure they remain relevant and deliver the quality in line with Brand.

Supportive Functions:

Establishes QA process and procedures.

Supervise the Stay Experience program in the property in alignment with the guidance by the GM/DO

Conducts quality audits and share feedback with GM, DO and relevant HODs.

Liaises with brand performance support teams and internal/external quality auditors.

Conducts daily/weekly walk-trough of operational areas to identify and address needs and follow up on agreed rectifications.

Culture

Member of the Hilton Honors Network and capitalize on the Network to promote property, our brand personality culture; and ensures that the brand service standards and stay experience scores are maintained and achieved across all departments of the hotel.

Displays the appropriate level of professional, respectful, courteous and caring service to other Team Members and other visitors to the hotel.

Guest and Team Member Experience

Full adherences on the company’s policy on Harassment and Violence-Free Workplace.

Ensures a strong professional relationship with all levels of team members within the hotel, taking an active interest in their welfare, safety and development.

Respectful of the time of the organization as well as that of other team members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work.

Encourages team members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Communication

Ensures that the confidentiality of all team member information and benefits packages must be strongly adhered to.

Other Duties

Ensures that team members follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Attends and contributes to all Learning and Development sessions and meetings as required.

Exercises responsible behavior and positively representing the hotel and Hilton.

Reads the hotel's team member handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

Sets an example for a high standard of personal grooming and hygiene.

Good example in punctuality and appearance, making sure that to wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

Carries out any other reasonable duties and responsibilities as assigned.

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

• Competitive allowance
• Health Care Insurance (24/7)
• Working hours: 8 hours/ day, 2 days off per week
• Relocation and repatriation allowances
• Accommodation, uniform, transportation, full meals

Possess a College Degree and above.

Minimum 3-5 years relevant experience.

Resourceful, creative and maintain flexibility.

Passionate about delivering exceptional guest experiences.

Able to work independently as well as in teams.

Take ownership of your actions and decisions.

Able to operate with a sense of urgency and discipline.

Strong proficiency in English and Chinese to meet business needs.

Proficient in Microsoft Office.

Able to do basic translation, advantageous.

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