Assistant Guest Experience Manager/ PA to General Manager

The Assistant Guest Experience Manager / PA to the General Manager provides professional administrative support to the General Manager while ensuring exceptional guest experience standards throughout the hotel. The role acts as a key liaison between guests, department heads, and the General Manager, supporting VIP guest relations, service recovery initiatives, guest satisfaction programs, and executive administration.

Key Responsibilities

Guest Experience Management

• Monitor guest satisfaction scores, reviews, and feedback across all platforms.
• Ensure prompt handling and resolution of guest complaints and service recovery cases.
• Coordinate VIP arrivals, departures, and special guest requests.
• Conduct regular guest engagement activities and collect feedback to improve service delivery.
• Support operational departments in maintaining brand standards and service excellence.
• Prepare guest satisfaction reports and identify service improvement opportunities.
• Follow up on guest correspondence and ensure timely responses.
• Assist in implementing guest experience initiatives and quality assurance programs.

Personal Assistant to the General Manager

• Manage the General Manager's calendar, appointments, meetings, and travel arrangements.
• Prepare meeting agendas, minutes, presentations, correspondence, and reports.
• Screen and prioritize incoming communications.
• Coordinate communication between the General Manager and department heads.
• Maintain confidential records, files, and business documents.
• Handle administrative tasks, including expense reports, letter drafting, and document control.
• Organize executive meetings, events, and visits.

• Bachelor's Degree in Hospitality Management, Business Administration, or related field.
• Minimum 3-5 years of experience in Guest Relations, Guest Experience, Front Office, Executive Office, or Hospitality Operations.
• Previous experience as Executive Assistant, Guest Relations Manager, or similar position preferred.
• Excellent written and verbal communication skills in English; additional languages are an advantage.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office Suite and hotel management systems.