Thursday, January 26, 2017

Executive Assistant Manager Job in United Kingdom - Shangri-La Hotel, At The Shard, London

The Executive Assistant Manager (EAM) assists the General Manager.  An EAM is responsible for keeping a perfect coordination between all departments and controlling their operation with regards to the company’s standards, quality, training, revenues and controlling costs and of course, ensuring the highest level of comfort and satisfaction for our guests. This role will provide functional assistance and direction to the Rooms Division and provide leadership support for 5 heads of department. The EAM will also be expected to deputise in the absence of the General Manager.

Key Responsibilities:

  • Define, design and deliver guest engagement initiatives that will improve and leverage guest advocacy to maximise the value guest advocates bring to the organisation through recommendations, referrals and loyalty (rebooking) to support business growth and help create guests for life
  • Designing how differentiated ‘tailored’ guest experience propositions/treatments (e.g. services recognising high value, loyal guest) should be implemented at key moments across the guest experience journey to optimise guest engagement with target guest groups
  • Reviewing best practice internally and externally to support the provision of on-going recommendations to improve guest experience. Sharing and communicating findings with key people across the organisation
  • Researching and reviewing guest feedback and using this to inform quality processes and decisions
  • Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes and procedures to aid and improve operational performance

Planning and Organizing
  • Regularly update the General Manager on all operations achievements and key issues
  • Manage all operational procedures, grow revenue and to improve service and quality
  • Define the scope of the project in collaboration with senior management and create a detailed work plan which identifies and sequences the activities needed to successfully complete the project
  • Actively participate and develop the hotel’s strategic plan
  • Coordinate with the heads of departments  to implement departmental strategies and action plans which are in alignment with the hotel and wider organisational strategy
  • Project business opportunities in order to increase revenue
  • Plan, develop and implement formal training plans for colleagues
  • Communication - ensure all colleagues are aware of the goals and objectives of to achieve goals and maintain good relationship amongst the colleagues and leadership
  • Operate an efficient and accurate administration process in order to meet statutory, legal and internal requirements
  • Conduct briefings to ensure that all departments receive updated information, to improve hotel
  • Oversee that all guest rooms, public & back of the house areas are well maintained and cleaned
  • Monitor and work closely with Quality improvement champion to ensure guest satisfaction is optimised

Budgeting & Costing
  • Delegate and control the departmental expense budget throughout the year; Ensure payroll doesn’t not exceed budget
  • Risk evaluation, which involves comparing estimated risks with criteria established by the organisation such as costs, legal requirements and environmental factors, and evaluating the organisation's previous handling of risks
  • Manage colleagues, facilities, sales and costs, to ensure maximum departmental profit is achieved and control operating and merchandising costs
  • Control payroll and business expenses of the Rooms division
  • Select suppliers with the most competitive prices
  • Set profit margin targets and achieve them
  • Analyse current and potential costs/spend in hotel and deliver savings on current
  • Co-ordinate and manage pricing strategies
  • Analyse the market needs and trends and drive strategies that contribute to tangible business improvement
  • Ensure improvement in productivity

People & Development
  • Manage colleague relations within Rooms division. As and when necessary, liaise with the General Manager & Human Resources Director in matters relating to recruitment and disciplinary procedure
  • Drive recruitment, retention and engagement throughout the hotel and specifically with the Rooms division
  • Oversee the management of individual plans and performance reviews ensuring they are conducted in a timely fashion
  • Conduct performance appraisals and succession plans with HOD’s for Rooms Division
  • Ensure that regular On Job Training is conducted within each department
  • Ensure that all standards are being adhered to, by training all personnel and monitoring their compliance
  • Champion the agenda with managers and colleagues about health and safety issues and risks; keep up to date with new legislation and maintain a working knowledge of all Health and Safety Executive (HSE) legislation and any developments that affect the employer's industry
  • Consistently promote high standards through personal example and roll out through the team so that each member of the team understands the standards and behaviours expected of them
  • Manage, coach and develop a high performing team that meets agreed objectives and which delivers best practice results, added value and continuous improvements
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