Executive Office, Quality & Sustainability Manager

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The Executive Office, Quality & Sustainability Manager is responsible for delivering prompt and high-level professional secretarial and administrative support to the Hotel Manager/Managing Director. Additionally, this role involves developing, implementing, and maintaining quality management systems and sustainability initiatives across the organization. The role ensures that all products, services, and processes adhere to internal standards and comply with external regulations, while also advancing the company's commitment to sustainable practices.

Executive Office

• Manages the Work Schedule of the Hotel Manager
• Co-ordinates and arranges meetings, appointments and conference calls
• Books the meeting venue and arranges necessary equipment
• Sends meeting invitations via Microsoft Outlook
• Sends reminder to all attendees a day before the meetings
• Prepares the meeting notes or documents
• Takes minutes of meetings and disseminates accordingly
• Manages Correspondences, Reports and Phone Calls
• Handles confidential documents ensuring they remain secure
• Manages all incoming and outgoing correspondences independently. Prepares replies for Hotel Manager/Managing Director's review.
• Manages the Hotel Manager and the hotel’s generic mail boxes and disseminates to the relevant colleagues for action or prepares replies for Hotel Manager’s review.
• Handles documents for Hotel Manager’s signature ensuring accurate information provided
• Ensures the weekly and monthly reports required by the Owners and Corporate offices are sent on a timely manner
• Prepares monthly expense reports for the Hotel Manager and handles the approval process. Follows up on the reimbursement to the Hotel Manager
• Schedules the roster of ‘Manager-On-Duty’ amongst the Executive Committee members and Department Heads. Ensures the reports are completed by the individual after the duty, necessary actions are taken and filed accordingly
• Conducts research and prepares presentations or reports as assigned by the Hotel Manager
• Updates relevant databases
• Manages accommodation arrangements and programs for overseas visitors
• Facilitates communication within the hotel as assigned by the Hotel Manager
• Receives and screens phone calls and redirects them appropriately
• Manages the Hotel Manager's email communications, ensuring relevant information is shared with the appropriate parties or stakeholders
• Manages overseas travels
• Co-ordinates and arranges flight bookings, hotel accommodations, visa applications and airport transfers.
• Ensures the class of flights booked is as per hotel’s policy and at the best air fares.
• Ensures the hotel accommodations are booked at the best rates.
• Compares the costs between taxi and hotel limousine for airport transfers and arranges appropriately.
• Prepares and submits the travel approval form to the Vice President Operations Middle East for approval and signature before issuance of air ticket
• Arranges travel insurance, arranges Visa, if required
• Arranges cash advance in the currencies of the visiting countries
• Handles on-line check-in
• Prepares a detailed travel file that consists of e-tickets, hotel confirmations, travel insurance policy, trip itinerary and relevant documents
• Maintains systematic up-to-date filing or e-filing for effective and easy retrieval
• Maintains an up-to-date record of vacation and off-in-lieu days of the Executive Committee Members and Department Heads
• Monitors and follows-up on documentation to ensure appropriate timelines are met and actions completed
• Oversee and maintain the minutes of management meetings
• Monitors and ensures adequate stock of office stationery or supplies
• Ensures the office equipment is functioning effectively
• Ensures the cleanliness and appearance of the office

Quality Management

• Design, implement, and maintain Quality Management in accordance with LQA, Forbes Travel Guide or other relevant standards
• Ensure all processes and products meet quality standards through regular audits and assessments
• Identify areas for improvement in product quality and process efficiency
• Lead initiatives to implement best practices, reduce waste, and improve overall product quality
• Ensure compliance with relevant industry standards, regulations, and certifications
• Review / response on guest feedbacks, prepare and submit quality reports, audit findings, and corrective action plans to senior management
• Provide training to employees on quality management procedures and best practices
• Foster a culture of quality awareness across all departments
• Oversee, lead, promote, and deliver high-quality training sessions

Sustainability Management:

• Create and oversee sustainability programs aligned with the company’s goals and values
• Identifies areas of improvement in regard to the organization’s Sustainability practices and improve current practices and develop/ implement new practices
• Implement initiatives to reduce environmental impact, such as energy efficiency, waste reduction, and resource management
• Ensure compliance with local, national, and international environmental laws and regulations
• Conducts audits to ensure compliance at all times with the Company Guidelines
• Liaises between Corporate Office and the Hotel for matters relating to Sustainability
• Maintain and update the company’s environmental management system, in accordance with company standards
• Establishes Sustainability partnerships with external organizations, companies, and local government units whenever feasible, by identifying potential partners, initiate contact, explore collaboration opportunities, create a partnership agreement, and continuously monitor and communicate progress towards shared Sustainability goals
• Communicate the company’s sustainability goals, achievements, and progress to customers, partners, and the public
• Track and report on sustainability metrics and key performance indicators (KPIs)
• Reports the Hotel’s sustainability and Environmental performance and data both internally and externally as required, this includes both internal and external stakeholders such as customers, suppliers, and community organizations
• Lead efforts to achieve and maintain sustainability certifications
• Adheres to and promotes the Company’s Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
• Oversee, lead, promote, and deliver sustainability training sessions

• Certificate or Diploma in Private Secretarial Studies or Hotel Management
• Minimum of 5 years’ relevant experience in the hotel industry supporting senior management
• Strong proficiency in Microsoft Office applications and excellent administrative skills
• Fluent in English; proficiency in additional languages is an advantage
• Exceptional organizational and time management abilities
• Excellent interpersonal skills with the ability to communicate effectively with guests and colleagues at all levels
• Strong presentation and influencing skills
• High attention to detail and accuracy
• Self-motivated, energetic, and proactive
• Flexible and adaptable, with the ability to embrace and respond positively to change
• Committed to maintaining a high level of confidentiality