About this role
The Personal Assistant will set up the Executive Office and ensure a professional and smooth operation of the hotel executive office representing the General Manager, the hotel and Kempinski at all times. Quality 's job is performed satisfactorily when positive guest feedback is received on all channels, including social media and GSS (Customer Satisfaction) reports, as measured by the following results - minimum or greater: GSS Net Promoter Score with 50% GSS Overall Satisfaction with 5.0 Review Pro GRI with 90% Management Response on all channels with 100% Internal quality audits with 90% Mystery Shopper (quality assurance) balance sheet results at 90% Kempinski Guest Experience is implemented at 100% Kempinski regulations and standards are applied (corporate P & Ps) in the front as well as back of house area. Daily processing of guest feedback on GSS, Review Pro, care/Compliment entries and direct correspondence in cooperation with all administrative and operational departments, including resubmission and ongoing guest correspondence. Implementation of individual quality measurements and guest surveys. Send daily updates about the current status of quality ranking on all channels internally. Analysis of the causes of guest dissatisfaction in cooperation with the responsible department managers. Implementation of improvement processes in cooperation with the responsible department managers; Implementation and sustainable continuation of Lobster Ops in cooperation with the training department. Establishment and maintenance of a sustainable quality management system, including statistical analysis and analysis with solutions. Implementation of a regular quality meeting structure with the creation, implementation and adherence to quality action plans. Ensure smooth operations within the executive department. Daily organisation of all incoming mail, calls and tracing file. Strong support to the General Manager with all office administration. Project organisation with guidance by the General Manager. Plan internal events and meetings. Evaluate guest questionnaires / supervise Customer Satisfaction Tool. Act as an internal mediator between departments. Co-ordinate public relation issues and sales transactions. Plan and execute mailings. Complaint handling. Prepare and coordinate VIP arrivals etc. Communicate hotel philosophy and represent the hotel internally and externally. Organise travel arrangements for the General Manager. Participate in meetings, prepare meeting minutes. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.