Executive Assistant Manager - Rooms

JOB SUMMARYThe Executive Assistant Manager - Rooms is responsible for the strategic leadership, operational excellence, and overall performance of the Front Office Division. This role is exclusively focused on Front Office operations and is responsible for overseeing Front Desk, Guest Services, and Concierge functions. The position does not have responsibility for Housekeeping or other Rooms Division departments.The role ensures the delivery of exceptional guest experiences through effective leadership, service excellence, operational efficiency, and talent development. The Executive Assistant Manager - Rooms drives guest satisfaction, financial performance, luxury service standards, and associates' engagement while ensuring seamless arrival, stay, and departure experiences for all guests.The position works closely with hotel leadership to develop and execute operational strategies while maintaining compliance with brand standards, Forbes Travel Guide standards, and company policies.CANDIDATE PROFILEEducation and ExperienceBachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.Minimum 8 years of progressive leadership experience in Front Office Operations within luxury hotels.Minimum 3 years of experience in a senior Front Office leadership role such as Director of Front Office, Hotel Manager, Director of Rooms, or Assistant Executive Assistant Manager.Proven experience managing large Front Office teams in a luxury hotel environment.Strong knowledge of Front Desk, Guest Services, Concierge, VIP handling, and service excellence programs.Experience with Forbes Travel Guide, LQA, and luxury guest service standards is highly preferred.CORE WORK ACTIVITIESLeading Front Office OperationsProvides strategic leadership and oversight of all Front Office operations, including Front Desk, Guest Services, and Concierge.Ensures seamless guest arrival, in-house experience, and departure processes.Maintains the highest levels of guest satisfaction and operational excellence.Reviews operational performance and implements continuous improvement initiatives.Ensures all Front Office procedures, policies, and brand standards are consistently followed.Oversees daily operations to ensure efficient guest flow and service delivery.Leads departmental planning and execution to meet business objectives.Ensures appropriate staffing levels and manpower planning based on business demands.Partners with Revenue Management to optimize room inventory management and guest satisfaction.Monitors service recovery processes and ensures prompt resolution of guest concerns.Driving Guest Experience ExcellenceChampions luxury hospitality standards throughout all Front Office operations.Creates memorable and personalized experiences for guests.Maintains a strong presence in the lobby and guest-facing areas.Develops and implements initiatives to enhance guest engagement and satisfaction.Oversees VIP guest arrival and recognition programs.Reviews guest feedback, satisfaction scores, social media comments, and quality audits.Ensures effective service recovery and complaint resolution.Drives continuous improvement of guest experience metrics.Maintains strong relationships with repeat guests, and VIP clientele.Ensures compliance with Forbes Travel Guide and LQA service standards.Leading and Developing the TeamProvides leadership, coaching, and direction to Front Office managers, supervisors, and associates.Builds a culture of service excellence, accountability, and engagement.Conducts regular performance reviews and talent development discussions.Develops succession plans for key positions.Ensures effective onboarding, training, and development programs.Encourages innovation and continuous improvement within the team.Establishes clear departmental goals and performance expectations.Drives employee engagement and retention initiatives.Promotes a positive and inclusive workplace culture.Recognizes and rewards outstanding performance.Managing Financial PerformanceDrives departmental productivity and operational efficiency.Develops and manages departmental budgets and forecasts.Monitors labor costs and scheduling to maximize productivity.Identifies opportunities to improve profitability while maintaining service standards.Reviews operational reports and performance metrics to support decision-making.Ensures effective management of departmental expenses.Supports revenue enhancement strategies through room upselling and guest engagement initiatives.Maximizes operational performance while maintaining guest satisfaction.Maintaining Quality Standards and ComplianceEnsures compliance with all company policies, brand standards, and legal requirements.Oversees quality assurance and service audits within Front Office operations.Maintains a safe, secure, and welcoming environment for guests and associates.Supports sustainability and operational excellence initiatives.Ensures all Front Office associates maintain professional appearance and grooming standards.Monitors adherence to safety and security procedures.Supports emergency response planning and crisis management efforts.Strategic LeadershipParticipates in hotel executive committee meetings and strategic planning initiatives.Collaborates with department leaders to achieve hotel-wide objectives.Develops annual departmental goals and business plans.Leads change management initiatives and operational enhancements.Analyzes business trends and market developments to identify opportunities.Supports key hotel projects and organizational initiatives.Represents the Front Office Division during internal and external engagements.Managing Human Resource ActivitiesParticipates in recruitment, interviewing, and selection processes.Identifies developmental needs and training opportunities for associates.Ensures compliance with company policies and performance management procedures.Supports career development and succession planning programs.Conducts coaching, counseling, and disciplinary actions as required.Maintains a culture of fairness, respect, and accountability.ADDITIONAL RESPONSIBILITIESMaintains effective communication with hotel leadership and operational departments.Participates in daily operations meetings, executive committee meetings, and business reviews.Acts as the senior operational leader for Front Office in the absence of the General Manager or Hotel Manager when required.Performs other duties as assigned to support business objectives.PREFERRED QUALIFICATIONSLuxury hotel experience within internationally recognized hospitality brands.Experience leading high-volume Front Office operations.Forbes Travel Guide certification or experience preferred.LQA experience preferred.Strong understanding of guest service platforms, and loyalty programs.Proven success in improving guest satisfaction and operational performance metrics.KEY COMPETENCIESFront Office LeadershipLuxury Guest ExperienceStrategic ThinkingFinancial AcumenTeam DevelopmentService ExcellenceOperational ExcellenceQuality ManagementCommunication & Interpersonal SkillsProblem Solving & Decision MakingChange ManagementStakeholder ManagementForbes Travel Guide StandardsLQA StandardsTalent Development & Succession PlanningScope of Responsibility: This position is responsible exclusively for Front Desk, Guest Services, and Concierge Operations, ensuring the highest levels of guest satisfaction, operational effectiveness, and luxury service delivery across all Front Office functions.