Executive Assistant to the General Manager

JOB DESCRIPTION

Executive Assistant to the General Manager & Hotel Quality Champion

What's the job?

Responsible for directing all aspects of secretarial and administrative support within the hotel's Executive Office. Maintains the General Manager's office and related matters with the highest level of professionalism, confidentiality, and efficiency. Provides comprehensive support to Executive colleagues, ensuring smooth coordination and communication between internal and external stakeholders.

As the Hotel Quality Champion, this role also supports the General Manager in driving service and quality excellence throughout the hotel. The position acts as the main liaison for IHG Quality and Brand Standards, ensuring consistent guest experiences, continuous improvement, and successful brand audits.

Your day-to-day

• Reports directly to and communicates with the General Manager on all administrative matters.
• Maintains strict confidentiality and discretion in all business dealings.
• Coordinates, cooperates, and communicates effectively with EXCOM members, Department Heads, and other administrators.
• Monitors follow-up items assigned to EXCOM members and Department Heads by the General Manager, and provides timely updates prior to daily morning briefings.
• Performs day-to-day secretarial duties including typing, filing, answering calls, and taking minutes during morning briefings.
• Distributes memos, letters, and other communications as required.
• Arranges internal and external appointments and meetings.
• Handles VIP reservations from the General Manager, Owner, and IHG Corporate Office.
• Translates incoming letters, documents, and articles when required.
• Provides relevant information and updates on socio-political matters affecting the business.
• Organizes and safeguards all confidential documents and information.
• Prepares monthly operational reports and meeting materials for the Owner, EXCOM, and Department Heads.
• Records minutes for Department Head and EXCOM meetings.

Hotel Quality Champion Responsibilities:

• Serve as the key contact for all IHG quality, brand, and guest experience initiatives.
• Coordinate self-audits, brand standard reviews, and quality improvement plans with department heads.
• Track and report progress on guest satisfaction metrics and brand audits.
• Support teams in promoting the IHG "True Hospitality" culture across all departments.
• Facilitate regular Quality Committee meetings to review progress and action plans.
• Regular walk-around for brand compliance  monitoring around the property and report findings to General Manager and Rooms Division Manager

Accountabilities

• Number of employees supervised: N/A
• Annual Operating Profit/Payroll Budget: N/A

• Key Metrics:

• Timely completion of assigned tasks and deadlines

• Quality Audit evaluations (Self-Audit)
• Brand compliance and consistency and ensure up-to-date documentations and tracking of waivers and compliance
• Monitor online reviews, in coordination with the Director of Marketing & Communications and the Rooms Division Manager

WHAT WE NEED FROM YOU?

• Proficiency in Microsoft Office applications
• Minimum typing speed of 45 WPM
• Strong communication, interpersonal, and writing skills
• Excellent task and project management abilities
• Diploma in Business Administration or Secretarial Studies
• Minimum of 3 years of relevant secretarial experience, or an equivalent combination of education and experience

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all IHG hotels.

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There's so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.