Logo of Huzzle

Home

Matches

Explore

Manage

Executive Secretary / Quality Champion

image

Hilton

Feb 6, 2025

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • Dubai

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

What is the primary role of the Executive Secretary / Quality Champion?

The primary role is to support the Cluster General Manager in the Executive Office by overseeing administrative functions, managing correspondence, and ensuring efficient operations to enhance the staff and guest experience.

What qualifications are required for this position?

A minimum of 3 years in a similar role within a medium to large-sized hotel part of an international hotel chain is required. A degree in Business Administration or equivalent is preferred.

Is experience in hotel operations necessary?

Yes, previous experience in hotel operational departments or customer service is necessary for this role.

Are language skills important for this position?

Excellent English language skills, both verbal and written, are required. Proficiency in Arabic is considered an advantage.

What key skills are important for an Executive Secretary / Quality Champion?

Strong organizational skills, effective time management, excellent communication skills, attention to detail, and a proactive approach to problem-solving are essential.

What type of tasks will I be responsible for regarding guest feedback?

You will monitor guest feedback through various platforms, respond to reviews, track guest satisfaction results, and work with department heads to address issues.

Do I need to manage travel arrangements in this role?

Yes, you will be responsible for coordinating travel arrangements, including booking flights, accommodations, and ground transportation.

Will I be involved in special projects?

Yes, overseeing special projects and initiatives directed by the Cluster General Manager is a key responsibility of this role.

What is the work environment like at Hilton?

Hilton offers a supportive work environment dedicated to providing exceptional guest experiences, with a vision to create remarkable hospitality experiences worldwide.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for career advancement within Hilton for individuals who demonstrate dedication, strong performance, and the ability to uphold the company’s values and mission.

image

Hilton

An official account for Hilton, a leading global hospitality company filling the earth with light & warmth since 1919.

Travel & Leisure
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

Hilton is a global hospitality company that operates a chain of hotels and resorts worldwide. They provide accommodation and services for travellers and guests, offering a range of options from luxury to budget-friendly hotels. Hilton's ultimate mission is to be the most hospitable company in the world, aiming to deliver exceptional guest experiences and create memorable moments for their customers. Their purpose is to provide a welcoming and comfortable environment where guests can relax, enjoy their stay, and feel cared for during their travels. They strive to offer consistent quality across their properties, with a focus on outstanding service, amenities, and personalised experiences to ensure guests feel valued and satisfied.

Benefits

  • Health & Welfare Benefit Plans

  • Retirement Savings Program

  • Mental Wellness Support

  • Flexible Schedules

  • Access to your pay when you need it ​​​​​​​through DailyPay