Executive Assistant & Quality Manager

Job description

JOB SUMMARY

Supports the General Manager and his/her team by assisting and/or completing on administrative responsibilities.  Duties include organizing, composing and distributing correspondence to both employees and guests, initial response and follow up to inquiries and collecting and tracking problem resolution information.

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. This position champions the Quality function and builds support for change.

CANDIDATE PROFILE 

Education and Experience

·  High school diploma or GED; 1 year experience in the administrative assistance, clerical services, or related professional area.

OR

·  2-year degree from an accredited university in Secretarial Studies, Business Administration, Hotel and Restaurant Management, or related major; no work experience required.
·  Possess the “Travailleur désigné” certification specific to Luxembourgish regulation or is willing to acquire this upon hiring. 
·  Language requirements: English and French mandatory. German and/or Luxemburgish beneficial.

Essential Experience 

·  Experience and/or knowledge of hotel business.
·  Ability to understand quality management practices and teaches to others.
·  Ability to understand data collection methods.
·  Effective presentation skills.
·  Detail orientation and analytical

Desirable Experience 

·  Operations background – depending on hotel facilities, a rooms or f&b background may be preferred.
·  Previous training in guest relations.
·  Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications. Experience/trained in Six Sigma or TQM

CORE WORK ACTIVITIES

Providing Documentation and Reporting Support

·  Assists Executive Committee in preparation of various reports and presentations.
·  Assist with the design and preparation of statistical reports as needed. 
·  Prepares, attends, transcribes and distributes minutes with action points, and participates in Town Hall Meetings, Executive Committee or Leadership Meetings and other meetings as needed. Follows up on actions points.
·  Makes new files, maintains existing files.
·  Maintains giveaway/donation files and assists in making reservations.
·  Provides administrative support to manager/s and department.
·  Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
·  Immerses in operations to better understand issues/defects faced on the ground.
·  Conducts all periodical operational audits to verify compliance with company and brand standards and local regulations.
·  Completes other reasonable duties as requested by leadership.

Supporting Correspondence 

·  Composes, produces and signs correspondence on routine matters. 
·  Produces and distributes correspondence as required. 
·  Answers department phones.
·  Acts as a receptionist for managers and, when necessary, other department members, providing assistance to callers as required.
·  Sorts and distributes mail.

Ensuring Exceptional Customer Service

·  Providing services that are above and beyond for customer satisfaction and retention.
·  Understands and ensures the quality, standards and meets the expectations of the guests on a daily basis.
·  Attends meetings and communicates with executive and peers as an effort to improve quality of service.
·  Drives brand values and philosophy in all training and development activities.

Additional Responsibilities

·  Ensures VIP amenity requests from Leadership Team are handled in timely manner.
·  Signs for managers and release, with specific permission.
·  Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
·  Analyzes information and evaluating results to choose the best solution and solve problems. 
·  Attends meetings to plan, organize, prioritize, coordinate, and manage activities.
·  Works with other people to gather the information necessary to manage projects, achieve goals, and resolve problems.
·  Informs and/or updates the executives and peers on relevant information in a timely manner.
·  Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
·  Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
·  Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.). 
·  Participates in operational duties in different shifts

This list is not exhaustive.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.