Job Description

Job Summary

The Executive Assistant Manager (EAM) at Couples Swept Away is a pivotal leadership role responsible for the efficient and effective day-to-day operation of the resort, with a strong focus on ensuring exceptional service delivery and guest satisfaction.

As a key member of the Executive Committee, the EAM directly oversees and supports various operational departments, including but not limited to the Rooms Division (Front Desk, Housekeeping, Guest Services), and is instrumental in driving operational excellence. This role is critical to the succession planning process, preparing the incumbent for future advancement to positions such as Operations Manager and General Manager by demonstrating robust acumen in operational efficiency, effectiveness, and service leadership.

KEY RESPONSIBILITIES

Financials:

• Assist the General Manager in developing, managing, and monitoring departmental budgets to achieve revenue targets and optimize profitability for assigned operational divisions.
• Implement effective cost control measures without compromising service quality.
• Analyze financial reports, identify trends, and develop strategies for improvement.
• Drive revenue-generating initiatives for assigned departments and contribute to overall resort financial success.

Guest Care and Quality Control:

• Ensure the consistent delivery of Couples Resorts' signature 5-star service experience across all touchpoints, particularly within the Rooms Division
• Actively engage with guests, solicit feedback, and promptly resolve any issues or complaints to ensure maximum guest satisfaction and loyalty.
• Monitor and enhance guest satisfaction scores (e.g., NPS, comment cards) and online reputation.
• Oversee the implementation of personalized guest experiences and loyalty programs.

People Management

• Provide strong leadership, mentorship, and guidance to departmental managers and their teams within assigned operational areas.
• Oversee recruitment, training, performance management, and career development initiatives to build a highly skilled and engaged workforce.
• Foster a positive, collaborative, and empowering work environment that promotes employee retention and growth.
• Actively participate in succession planning by identifying and developing high-potential employees for future leadership roles.

Environmental Responsibility and Safety:

• Champion and implement Couples Resorts' environmental sustainability policies and practices across all operations.
• Ensure compliance with all local and international environmental regulations.
• Monitor resource consumption (energy, water, waste) and identify opportunities for reduction and conservation.
• Promote awareness and engagement among staff and guests regarding environmental responsibility.

Team Briefing

• Conduct and participate in daily, weekly, and monthly operational briefings to communicate key information, goals, and challenges to relevant teams.
• Ensure clear and consistent communication flow between departments and the Executive Committee.
• Lead by example in fostering open dialogue and collaborative problem-solving during team meetings.

Safety

• Ensure strict adherence to all health, safety, and security policies and procedures for guests and employees.
• Oversee regular safety inspections, risk assessments, and the implementation of corrective actions.
• Develop and conduct emergency preparedness training and drills for assigned departments.
• Promote a proactive safety culture throughout the resort.

Quality Control

• Establish, monitor, and enforce Couples Resorts' exacting service and operational standards across all assigned departments.
• Conduct regular audits of service delivery, cleanliness, and operational efficiency to identify areas for improvement.
• Implement corrective actions and continuous improvement initiatives based on guest feedback and internal assessments.
• Ensure all facilities and equipment are maintained to the highest standards.

POSITION REQUIREMENTS

Skills

• Exceptional leadership, coaching, and team development skills.
• Superior verbal and written communication, presentation, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficient in financial management skills, including budgeting, forecasting, and cost control.
• Excellent organizational and time management capabilities.
• Proficiency in property management systems (PMS) and standard office software (e.g., Microsoft Office Suite).
• Project management and change management expertise.

Knowledge

• In-depth understanding of luxury hotel/resort operations, particularly Rooms Division.
• Comprehensive knowledge of hospitality industry trends, best practices, and competitive landscape.
• Solid understanding of financial principles and profit and loss (P&L) statements.
• Familiarity with human resources policies and procedures, including performance management and employee relations.
• Knowledge of health, safety, and environmental regulations relevant to the hospitality industry.

Abilities:

• Ability to inspire, motivate, and manage a diverse team to achieve peak performance.
• Ability to think strategically and translate vision into actionable plans.
• Ability to effectively manage multiple priorities and work under pressure in a fast-paced environment.
• Ability to foster a culture of service excellence and continuous improvement.
• Ability to build strong relationships with guests, employees, and stakeholders.
• Ability to adapt quickly to changing circumstances and market demands.

Values/Attitude:

• Guest-centric and service-oriented approach.
• High level of integrity, professionalism, and ethical conduct.
• Proactive, innovative, and solution-driven mindset.
• Collaborative team player with a positive "can-do" attitude.
• Commitment to continuous learning and personal development.
• Passionate about the Couples Resorts brand and delivering exceptional experiences.