Executive Administrator

About the Role

Oversee Elite guests' stays, including pre-arrival, room allocation, meet and greet upon arrival, and check-ins throughout their stay. Determine amenities for all Elite guests and coordinate directly with the management team. Handle all corporate and ownership requests and bookings, seeking opportunities for guest-centric experiences across all hotel outlets. Work with departmental managers to implement processes ensuring these opportunities are executed by all employees. Look for innovative ways to provide anticipatory service and coordinate among departments for seamless execution.

Responsibilities

• Manage and respond to customer comments via electronic questionnaires, social networks, and other platforms.
• Facilitate employee recognition based on guest feedback.
• Coordinate and assist in planning and executing guest and employee relations events.
• Support the management of the General Manager's calendar, including booking meetings and appointments.
• Perform administrative tasks such as emailing, typing, copying, faxing, managing mail, and answering telephones according to Fairmont standards.
• Review guest reservation requests and correspondence using the property management system and revenue management principles to make rate and availability decisions.
• Handle complaints in the absence of the General Manager and Hotel Manager, informing them of actions taken and follow-ups required.
• Assist with guest follow-ups on behalf of the General Manager.
• Provide a variety of reports and maintain multiple informational databases.

Qualifications

• Excellent computer skills, including proficiency in MS Word, Excel, PowerPoint, and hospitality systems.
• Background in food and beverage and/or rooms division in a hotel environment.
• Strong administrative background, preferably in a similar role within a luxury hotel.
• Excellent verbal, nonverbal, and interpersonal communication skills.
• Ability to work well under pressure, multitask, and maintain strong attention to detail and organization.
• High level of professionalism and integrity, with the ability to preserve confidentiality.
• Interest and ability to provide outstanding service to internal and external customers and anticipate their needs.
• High proficiency in English with excellent grammar and professional writing skills; bilingual in Spanish preferred.
• Previous managerial experience in hospitality, customer relations, or a similar role required.
• College diploma in hotel management, administration, or a related field.