Position Summary:
The Executive Assistant is responsible for overseeing front office operations and ensuring exceptional service delivery to clients and visitors. This role involves managing the front office team, handling complex inquiries, and maintaining efficient day-to-day operations while upholding high standards of professionalism and excellence.
Key Responsibilities:
Team Management
- Supervise and lead the front office team, including receptionists and administrative staff.
- Conduct regular training sessions and performance evaluations for team members.
- Schedule and delegate tasks to ensure optimal coverage and efficiency.
- Maintain and develop databases and mailing lists to ensure accuracy and currency.
Customer Service
- Act as the primary point of contact for high-level client interactions and complex inquiries.
- Resolve escalated client complaints promptly and professionally.
- Ensure a welcoming and professional environment at the front office.
Operational Efficiency
- Oversee daily front office operations, including check-in/check-out procedures, phone management, and appointment scheduling.
- Monitor and manage office supplies inventory and ensure all equipment is in working order.
- Implement and refine front office procedures to enhance efficiency and service quality.
Administrative Support
- Provide administrative support to senior management and other departments as needed.
- Prepare reports, handle correspondence, and manage documentation related to front office activities.
- Take responsibility for ordering stationery and office supplies.
Quality Assurance
- Maintain high standards of cleanliness and organization in the front office area.
- Ensure compliance with company policies, procedures, and relevant health and safety regulations.
Collaboration
- Coordinate with other departments to address issues affecting front office operations.
- Set up and maintain integrated electronic and paper-based filing systems.
- Assist in planning and executing company events or special functions.
- Arrange travel and accommodation for management as required.
Technology Management
- Oversee the use of front office technology systems, including phone systems, reservation software, and CRM tools.
- Troubleshoot technical issues and coordinate with IT support when necessary.
Qualifications:
Education:
- Bachelor's degree in Business Administration, Hospitality Management, or a related field (preferred).
Experience:
- Minimum 5 years of experience in front office or customer service roles.
- At least 2 years in a supervisory or senior administrative capacity.
Skills & Competencies:
- Strong leadership and team management abilities.
- Excellent interpersonal and communication skills.
- High level of organizational and multitasking ability.
- Proficiency in office software and technology systems.
- Strong problem-solving and decision-making skills.
- Attention to detail and commitment to maintaining service excellence.
