Executive Assistant Manager

FILINVEST COMPANY: QUEST HOTEL AND CONFERENCE CENTER, CEBU

Position Summary:

The Executive Assistant Manager (EAM) supports the General Manager in the overall management and strategic direction of the hotel. The EAM oversees key departments, particularly Rooms Division and Food & Beverage, ensuring operational excellence, guest satisfaction, and profitability across all areas. This role is crucial for driving high service standards, motivating teams, and achieving the hotel's business goals.

Scopes and Responsibilities:

1. Provides strategic direction and hands-on management to ensure that all departments—including Front Office, Housekeeping, Food & Beverage, Security, Engineering, Human Resources, Sales & Marketing, Finance, and IT—work in harmony to deliver consistent service excellence.
2. Ensures that every guest interaction reflects the hotel's commitment to outstanding service by leading initiatives that elevate the guest experience. This includes implementing guest recognition programs, maintaining guest history and profile accuracy, handling VIP arrivals and courtesy calls, and taking immediate action on feedback and complaints.
3. Supports the financial success of the hotel by monitoring key performance indicators such as occupancy, ADR, and RevPAR. Reviews budgets, forecasts, and flash reports; analyzes variances; and collaborates with Sales, Marketing, and Reservations to optimize revenue strategies.
4. Ensures departmental expenditures remain within approved budgets, prevents unnecessary procurement, and helps implement rate structures and pricing strategies that support profitability while maintaining service quality and guest value.
5. Oversees the overall performance and service quality of the Front Office and Rooms Division to ensure seamless guest arrivals, stays, and departures.
6. Enforces brand and service standards, ensures room readiness, supports VIP handling, and promotes proactive customer engagement. Ensures the guest journey is smooth, personalized, and aligned with the hotel's brand promise.
7. Plays a vital role in building a high-performing team culture by supporting recruitment, onboarding, training, and supervision of staff across all departments.
8. Ensures team members are aligned with the hotel's service standards, brand values, and operational goals by fostering open communication, accountability, and recognition.
9. Enhances staff motivation, retention, and productivity, contributing to service excellence and guest satisfaction.
10. Ensures the hotel operates in full adherence to safety, security, health, and regulatory standards, including overseeing key control procedures, sanitation protocols, fire safety measures, and emergency preparedness plans.
11. Works closely with Security, Engineering, and Housekeeping departments to conduct routine inspections, mitigate risks, and ensure all team members are trained in safety procedures.
12. Ensures compliance with local laws, brand policies, and industry best practices to protect guests, staff, and property.
13. Collaborates with the IT team to identify service gaps, support digital innovations, ensure data security, and implement improvements to enhance operational efficiency and guest experience.
14. Maintains alignment, accountability, and transparency throughout hotel operations by coordinating communication between departments, the General Manager, and the corporate office.

Qualifications:

• Bachelor's degree in Hospitality Management, Hotel and Restaurant Administration, Business Administration, or related field.
• Masters degree or equivalent training in Hotel Management or Business is advantageous.
• Minimum of 5-7 years of progressive hotel operations experience, including at least 3 years in a senior management or leadership role.
• Strong background in Food and Beverage, Front Office, Housekeeping, and Rooms Division operations.
• Experience in guest relations, quality service delivery, and service recovery.
• Familiarity with financial reporting, budget planning, and revenue optimization.