Job Purpose

To assist the General Manager in overseeing the overall hotel operations and driving business performance. The Executive Assistant Manager ensures operational excellence, financial performance, guest satisfaction, and effective team leadership in alignment with the hotel's strategic objectives and brand standards.

Primary

Responsibilities

Business Performance

• Support the General Manager in achieving budgeted revenue, GOP, and profit targets
• Monitor financial performance including forecasting, cost control, and productivity levels
• Review monthly P&L statements and recommend corrective actions
• Drive revenue enhancement and cost optimization initiatives
• Participate in budgeting and strategic planning processes

Operation

• Oversee daily hotel operations to ensure efficiency and service excellence
• Ensure compliance with brand standards, policies, and local regulations
• Monitor guest satisfaction scores and implement service improvement plans
• Handle escalated guest complaints and ensure proper service recovery
• Lead Executive Committee meetings in the absence of the General Manager
• Ensure effective Manager-On-Duty coverage

Team Management

• Provide leadership, coaching, and direction to Department Heads
• Drive employee engagement and promote a positive working culture
• Support talent development, succession planning, and performance management
• Ensure manpower planning aligns with business volume
• Foster cross-department collaboration

Main Complexity / Critical Issues in the Job

• Managing multi-department operations simultaneously
• Balancing guest satisfaction with financial performance
• Handling crisis situations (guest incidents, operational disruptions, compliance matters)
• Managing diverse teams with different operational priorities
• Meeting owner and corporate expectations while maintaining operational integrity

Knowledge and Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Minimum 8-10 years of progressive hotel operations experience
• At least 2-3 years in senior management role (e.g., Director of Operations, Rooms Division Manager, EAM)
• Strong financial acumen and understanding of hotel KPIs
• Experience in branded international hotel environment preferred

Competencies

• Leadership & People Management
• Strategic Thinking
• Financial Acumen
• Operational Excellence
• Guest Focus
• Decision Making & Problem Solving
• Communication & Influencing Skills
• Crisis Management
• Business Acumen
• Results-Oriented