EXECUTIVE ASSISTANT MANAGER (EAM)

182-Bed Independent Mid-Scale (3-Star) Hotel

JOB PURPOSE

Supports the General Manager in coordinating day-to-day hotel operations and provides cross-department operational leadership, with particular responsibility for consistent service delivery, HOD follow-up and operational readiness.

KEY RESPONSIBILITIES

·        Coordinate daily hotel operations across Rooms, Food & Beverage and other guest-facing departments.

·        Support the General Manager in implementing hotel standards, budgets, SOPs and operational priorities.

·        Directly follow up HOD performance, departmental action plans, staffing, service standards and operational issues.

·        Oversee the F&B Manager and Front Office Manager in line with the established organisational structure and ensure effective coordination with Housekeeping, Engineering, Security and Recreation.

·        Lead daily/weekly operational briefings and ensure issues are assigned, tracked and closed within agreed timelines.

·        Monitor guest feedback, service recovery, VIP handling and high-priority operational matters.

·        Coordinate major conferences, banquets, group arrivals and high-occupancy periods across departments.

·        Review staffing levels, rosters and deployment with HODs to ensure service needs are met without unnecessary labour cost.

·        Support departmental budgeting, cost-control initiatives, purchasing discipline and revenue-improvement actions.

·        Act as senior operational decision-maker when the General Manager is unavailable and escalate material financial, safety or reputational issues.

·        Ensure HODs maintain departmental SOPs, training plans, inspection routines and accurate management reports.

·        Support pre-opening/restructuring recruitment by participating in HOD and key operational interviews.

MINIMUM REQUIREMENTS

·        Diploma or Bachelor’s degree in Hospitality Management, Hotel Management or related field.

·        5–8 years of progressive hotel operations experience, including management responsibility.

·        Broad knowledge of front office, housekeeping, F&B, banqueting and general hotel operations.

·        Strong guest-service recovery, team leadership, planning and problem-solving skills.

·        Ability to coordinate multiple departments and high-volume conference/banquet operations.

·        Proficiency in hotel systems, reporting and basic financial/cost-control analysis.

KEY PERFORMANCE INDICATORS

·        Daily operational standards and service consistency

·        Guest satisfaction and complaint closure

·        HOD action-plan completion

·        Operational labour and controllable-cost performance

·        Conference/group execution

·        SOP and training compliance