Executive Secretary / Quality Champion
JOB DESCRIPTION
An Executive Secretary / Quality Champion is responsible for carrying out the daily activities of the Executive office to deliver an excellent staff experience while providing secretarial support, managing the mail, and carrying out filing.
What will I be doing?
An Executive Secretary / Quality Champion provides support to the Cluster General Manager in the Executive Office. This role oversees all administrative functions including proper distribution of internal and external mail and correspondence, and maintenance of effective Executive Office operations.
As an Executive Secretary / Quality Champion you will be responsible for performing the following tasks to the highest standards:
- Ensuring the efficient operation of the executive’s office, enabling leadership to focus on strategic decision‑making and business priorities.
- Managing complex executive schedules with multiple priorities using advanced calendar software.
- Acting as a liaison between the executive team and internal/external stakeholders, handling communications on their behalf.
- Preparing and distributing meeting agendas, take detailed minutes, and followed up on action items.
- Monitor guest feedback through the Stay Experience Platform, track defects, and liaise with HODs to address and eliminate recurring issues.
- Monitor and respond to reviews on various online platforms (e.g., TripAdvisor, Google Reviews, etc.), ensuring responses reflect the hotel’s commitment to excellence and guest satisfaction. Provide updates on scores and rankings.
- Track guest online reviews and comments, guest satisfaction results and other data to identify areas of improvement
- Respond to all guest reviews as guided by the GM
- Review incident reports, logs, and guest feedback and highlight areas for enhancement.
- Provide regular updates on quality metrics and activities in team meetings.
- Maintain and track all Brand Quality Assurance documentation and progress.
- Ensure all brand standards are consistently followed across the hotel.
- Ensuring the executive’s office operates efficiently by organising files and maintaining records accurately.
- Maintaining confidential files and documents, ensuring data security and compliance with privacy regulations.
- Overseeing special projects and initiatives as directed by Cluster General Manager, including research, report preparation, event coordination, and correspondence handling.
- Proactively coordinating travel arrangements, including booking flights, accommodations, and ground transportation.
- Composing and editing professional correspondence, including emails, letters, and presentations.
- Co-ordinating special reservation requests made through the Executive Office
- Maintaining databases and records for executive reference and ensure documents and correspondence are handled and filed systematically
- Screening incoming calls, effectively prioritizing and directing inquiries to the appropriate parties.
What are we looking for?
An Executive Secretary / Quality Champion serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Minimum 3 years similar experience in a medium-large size hotel part of international hotel chain
- Previous experience in hotel operational departments / customer service
- Degree in Business Administration or equivalent preferred. Additional relevant work experience may substitute for degree
- Excellent English language skills verbal & written. Arabic language is an advantage.
- GCC experience is an advantage
- Strong organizational skills, multi-task oriented and good time management
- Strong communication and human-relation skills
- Detail-oriented with a proactive approach to problem-solving.
- Ability to stay organized, manage multiple tasks effectively and strong follow-up skills
- Familiarity with online review platforms and quality audit tools.
- Positive, enthusiastic, and dedicated to delivering a superior guest experience.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Passionate about delivering exceptional guest experiences.
- Able to work independently as well as in teams.
- Take ownership of your actions and decisions.
- Able to operate with a sense of urgency and discipline.
- Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
- Proficient time management skills and ability to multi-task is critical to this varied and exciting role
The Management reserves the right to change / extend this job description, if necessary, at any point of time during her / his employment.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
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