As the Executive Administration Assistant, you will perform a variety of administrative duties for Area General Manager and/or staff for an assigned department or hotel function. You will support the development and implementation of programs, processes and initiatives associated with Guest Experience and Quality. Liaison between the Area General Manager and Internal Management to drive performance improvement in guest love and quality measures using quality systems reporting to inform management decisions related to the hotel cluster.
DUTIES & RESPONSBILITES:
- Ensure the Executive Office (Area GM, Hotel Manager and Executive Administration Assistant) complete all required monthly safety and compliance training
- Organize and expedite flow of work; follow-up on pending matters; communicate and interpret instructions; communicate information to staff or clients in manager’s absence
- Maintain manager’s appointment calendar to timely schedule meetings, conference calls and appointments
- Complete and submit expense report monthly
- Manage incoming mail, checks and filing systems to keep an organized, clean and professional work area
- Complete and/or coordinate activities related to assigned projects; assist in establishing project timetables, actions steps and status updates; follow-up as appropriate, to ensure timely execution to meet established deadlines
- Coordinate Senior Leadership Team Meetings with Agenda and follow-up with actionable minutes with assignments and due dates
- Identify and assist in planning for and purchasing of supplies, equipment, facilities and services necessary to maintain an efficient office
- Promote teamwork and quality service through daily communications and coordination with other departments
- Serve as the first point of contact for callers and visitors contacting the office/department. Respond to inquiries and provide information in a prompt and professional manner and according to established procedures. Refer persons to appropriate staff members for further assistance or information
- Prepare a variety of correspondence reports and/or presentations which may include:
- Gathering & summarizing information from various sources
- Analysis & summary of data
- Creating spreadsheets, charts and/or graphics
- Entering, retrieving and/or manipulating data within software systems or databases
- Champion Employee Recognition from the Area GM; develop and manage process for recognizing employees mentioned in guest reviews and ensure a note of thanks is issued from the GM
QUALITY:
- Support Area General Manager and Hotels’ Operations Teams to improve Guest Experience and Hotel Quality Compliance
- Coordinate with Department Heads and Hotels’ Training and Compliance Manager to promote and support functional alignment around brand standards
- Monitor implementation of Brand Safety Standards with Engineering to ensure consistent understanding of risk management due dates on risk management calendar and annual compliance
- Create actionable reporting, leveraging Guest Experience and Quality systems to inform decisions around quality compliance, improved guest experience and standards compliance
- Coordinate with Front Office/Guest Relations on all VIP and IHG One Rewards arrivals 3-5 days out to ensure welcome cards, room assignments and benefits are executed, and loyalty recognition goals are achieved
- Manage Guest Experience and Quality programs’ administration
- Manage communication plan around Guest Experience and Quality initiatives
- Communicate and liase with hotel operations teams to ensure Guest Experience and Quality program participation
QUALIFICATIONS & REQUIREMENTS:
- Using a computer to generate documents, correspondence reports, presentations etc. mostly while sitting; Excellent computer skills including MS Word, PowerPoint, and Excel; ability to type at least 45 WPM
- Excellent Reading & Writing abilities
- Basic Math Skills
- Ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand, and the company
- Excellent organization, time management and project management execution
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans
Not applicable for Colorado applicants
