Purpose of Position
The Executive Assistant Manager serves as the operational second-in-command, supporting the Managing Director in overseeing all hotel operations. This role ensures seamless delivery of the ultra-luxury guest experience that defines O’Two Hotel while deputising for the Managing Director in their absence.
Key responsibilities
- Assist the Managing Director in the strategic planning, direction, and coordination of all hotel operations.
- Oversee daily operations across all departments to ensure consistency in ultra-luxury service delivery.
- Lead, mentor, and develop Heads of Department; conduct performance reviews and succession planning.
- Champion the hotel’s brand standards, ensuring every guest touchpoint reflects the five-star ethos.
- Manage and resolve escalated guest complaints with diplomacy, empathy, and swift resolution.
- Review and analyse operational KPIs, financial performance reports, and guest satisfaction scores.
- Drive revenue-generating initiatives in collaboration with Sales, Revenue, and F&B teams.
- Ensure full compliance with all statutory, health, safety, and licensing requirements.
- Represent the hotel at industry events, VIP functions, and community engagements.
- Oversee budgeting processes and monitor departmental cost controls.
- Foster a culture of continuous improvement, innovation, and genuine hospitality.
- Deputise for the Managing Director in their absence.
Qualifications & Experience:
- Bachelor’s Degree or Diploma in Hospitality Management or a related field.
- Minimum 8–10 years’ progressive hotel management experience, with at least 3 years at EAM or equivalent.
- Prior experience in a five-star or ultra-luxury property is essential.
- Proven track record of leading large, multi-cultural teams.
- Strong financial acumen with experience in budgeting and P&L management.
- Candidates must be actively and currently employed in this position or a directly comparable role, with a minimum of 1 year of continuous, uninterrupted tenure in that capacity at the time of application.
- Proven hotel pre-opening experience is essential. The candidate must have been an integral member of a hotel opening team, actively involved in establishing operational standards, systems, service culture, and team structures from the ground up prior to the property’s first guest arrival.
- Demonstrated experience serving an international, high-net-worth, and culturally diverse clientele, with a refined understanding of the nuanced expectations, sensitivities, and preferences of discerning global travellers.
- Prior experience within an ultra-luxury property is strongly preferred, with a thorough understanding of the intimate, detail-obsessed, and hyper-personalised service culture that defines a 102-key operation — where every guest interaction carries the full weight of the brand and no request is too small to matter.
Key Competencies & Skills
- Exceptional leadership and people management skills.
- Outstanding verbal and written communication abilities.
- High emotional intelligence and guest-centric mindset.
- Strategic thinker with strong operational problem-solving skills.
- Proficiency in hotel management systems (e.g., Opera, Protel).
- Multilingual ability is an advantage.
Closing date: End of June
O’Two Hotel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.