Jobs at Domeo Resources International (DRI)

Main Function

• The Executive Assistant to the General Manager (EA to GM) provides high-level executive, administrative, and strategic support to the General Manager, ensuring the efficient coordination of the Executive Office and the seamless execution of daily business operations.
• The role serves as the primary point of contact between the General Manager and internal departments, guests, owners, government agencies, business partners, suppliers, and other external stakeholders.
• The Executive Assistant manages the General Manager's schedule, correspondence, meetings, travel arrangements, reports, confidential documentation, and executive communications while ensuring timely follow-up on strategic initiatives and management decisions.
• The position requires exceptional organizational skills, discretion, professionalism, and the ability to anticipate executive needs in a fast-paced superior luxury hotel environment.
• The Executive Assistant also coordinates executive projects, prepares reports and presentations, monitors departmental follow-ups, supports board and management meetings, and ensures the Executive Office operates efficiently while maintaining the highest level of confidentiality.

Role Responsibilities
Executive Office Management:

• Manage the daily operations of the General Manager's Office.
• Coordinate the General Manager's daily schedule, appointments, meetings, and business priorities.
• Screen visitors, telephone calls, emails, and correspondence directed to the General Manager.
• Prioritize executive requests and ensure timely responses.
• Organize and maintain the Executive Office filing and records management system.
• Ensure the Executive Office remains professional, organized, and fully functional.
• Anticipate the General Manager's administrative and operational needs.

Calendar & Schedule Management:

• Maintain and coordinate the General Manager's calendar, ensuring efficient scheduling of meetings and appointments.
• Resolve scheduling conflicts and optimize executive time management.
• Coordinate internal and external meetings, conferences, and business engagements.
• Schedule departmental review meetings, Executive Committee meetings, and Board meetings.
• Ensure the General Manager receives daily schedules and briefing notes.
• Monitor deadlines, appointments, and key deliverables.

Executive Correspondence & Communication:

• Draft, proofread, and manage executive correspondence, letters, emails, memos, speeches, reports, and presentations.
• Ensure all outgoing communication reflects the hotel's professional standards.
• Manage incoming correspondence and prioritize action items.
• Prepare confidential correspondence on behalf of the General Manager.
• Follow up on correspondence requiring departmental responses.
• Maintain accurate records of executive communications.

Meeting Coordination & Minutes:

• Organize Executive Committee meetings, departmental meetings, management meetings, and strategic planning sessions.
• Prepare meeting agendas in consultation with the General Manager.
• Coordinate meeting logistics, venues, equipment, and refreshments.
• Attend meetings and record accurate minutes.
• Prepare and distribute meeting minutes promptly.
• Track action points and follow up with responsible departments until completion.
• Maintain an action tracker for executive decisions and strategic initiatives.

Administrative Support:

• Prepare reports, presentations, proposals, briefing notes, and executive summaries.
• Compile departmental reports for management review.
• Coordinate document approvals and executive sign-offs.
• Manage filing systems for contracts, policies, agreements, and confidential records.
• Monitor office supplies and administrative resources for the Executive Office.
• Support special assignments and executive projects.

Strategic Coordination & Follow-up:

• Monitor the implementation of management decisions and strategic initiatives.
• Follow up with Heads of Departments on assigned action items and project deadlines.
• Prepare progress updates for the General Manager.
• Coordinate cross-functional projects initiated by the Executive Office.
• Track departmental performance against approved objectives where assigned.
• Ensure timely execution of executive directives.

Guest & Stakeholder Relations:

• Receive and attend to VIP guests, dignitaries, government officials, corporate executives, investors, and business partners visiting the Executive Office.
• Coordinate executive hospitality arrangements.
• Handle sensitive inquiries professionally and courteously.
• Maintain positive relationships with internal and external stakeholders.
• Represent the Executive Office professionally during official engagements.

Travel & Event Coordination:

• Arrange local and international travel for the General Manager, including flight reservations, accommodation, transportation, visas (where applicable), and travel itineraries.
• Prepare travel packs and briefing documents.
• Coordinate executive participation in conferences, exhibitions, networking events, and official functions.
• Organize executive retreats, management meetings, and corporate events.
• Ensure all travel logistics are properly coordinated.

Confidentiality & Information Management:

• Handle highly confidential business information with absolute discretion.
• Safeguard confidential reports, contracts, personnel information, financial documents, and strategic plans.
• Ensure secure storage of executive records.
• Maintain confidentiality regarding management discussions and organizational decisions.
• Comply with data protection and information security policies.

Reporting & Documentation:

• Prepare daily, weekly, monthly, and quarterly executive reports.
• Maintain records of meetings, executive decisions, approvals, and correspondence.
• Prepare Board reports, operational summaries, and business performance presentations.
• Track key deadlines and ensure timely submission of reports.
• Maintain an accurate document management system.

Interdepartmental Coordination:

• Serve as the communication link between the General Manager and all departments.
• Coordinate information flow across the organization.
• Ensure departments receive executive directives promptly.
• Follow up on departmental reports and submissions.
• Facilitate collaboration among departments on strategic initiatives.

Compliance & Corporate Governance:

• Ensure Executive Office activities comply with company policies and procedures.
• Support internal audits and corporate governance initiatives.
• Maintain proper documentation for executive approvals and decisions.
• Assist in ensuring statutory and regulatory compliance where required.

Technology & Office Systems:

• Utilize office productivity software efficiently, including Microsoft Office Suite, collaboration platforms, document management systems, and hotel management software.
• Maintain digital filing systems and executive records.
• Support virtual meetings using video conferencing platforms.
• Assist in preparing executive dashboards and reports.

Continuous Improvement:

• Identify opportunities to improve Executive Office processes and administrative efficiency.
• Recommend new administrative tools and technologies.
• Participate in training and professional development.
• Support organizational initiatives that enhance operational excellence.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Business Administration, Secretarial Studies, or related field.
• Professional secretarial / administrative certification is an advantage.

Experience:

• Minimum of 3 yearsexperience as an Executive Assistant or Personal Assistant, preferably in hospitality or a similarly fast-paced environment.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).

Skills:

• Technical Skills.
• Calendar and correspondence management.
• Minute-taking and report drafting.
• MS Office Suite.
• Document and records management.
• Event and travel coordination.

Soft Skills:

• Discretion and confidentiality.
• Organization and time management.
• Professional communication.
• Multi-tasking under pressure.
• Attention to detail.

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Main Function

• The Guest Relations Officer (GRO) is responsible for creating exceptional and memorable guest experiences by delivering personalized, attentive, and proactive service throughout the guest journey.
• The role serves as the primary point of contact for guests requiring assistance, ensuring that all guests receive a warm welcome, personalized attention, and prompt resolution of requests, concerns, and complaints in accordance with the standards of a superior luxury hotel.
• The Guest Relations Officer is responsible for building strong guest relationships, coordinating VIP arrivals, monitoring guest satisfaction, handling guest feedback, promoting the hotel's facilities and services, and ensuring every guest interaction reflects the hotel's commitment to excellence.
• The role collaborates closely with Front Office, Housekeeping, Food & Beverage, Engineering, Security, Sales & Marketing, and other departments to ensure seamless service delivery and consistently exceed guest expectations.

Role Responsibilities
Guest Reception & Welcome:

• Welcome guests warmly upon arrival, ensuring a professional, courteous, and personalized first impression.
• Greet VIPs, returning guests, corporate clients, dignitaries, long-stay guests, and guests with special requirements.
• Escort VIP guests to their rooms where required and provide a personalized orientation to hotel facilities and services.
• Ensure welcome amenities and special room arrangements are in place prior to guest arrival.
• Assist guests during check-in and check-out to ensure a seamless and enjoyable experience.
• Maintain a visible presence in the lobby and other guest areas to provide assistance whenever needed.

Guest Experience Management:

• Deliver personalized guest experiences that exceed the expectations of a superior luxury hotel.
• Build strong relationships with guests throughout their stay.
• Anticipate guest needs and proactively offer assistance before requests are made.
• Monitor guest satisfaction throughout the stay and identify opportunities to enhance the guest experience.
• Ensure all guest requests are responded to promptly and professionally.
• Follow up with guests after resolving requests to confirm satisfaction.
• Promote a culture of genuine hospitality and personalized service.

VIP & Special Guest Management:

• Coordinate the arrival, stay, and departure of VIPs, celebrities, government officials, diplomats, corporate executives, and special guests.
• Prepare VIP arrival reports and communicate special requirements to all relevant departments.
• Ensure VIP rooms are inspected and approved before guest arrival.
• Coordinate personalized amenities, welcome letters, gifts, airport transfers, and other special arrangements.
• Monitor the experience of VIP guests throughout their stay.
• Ensure confidentiality and privacy of all high-profile guests.

Guest Requests & Complaint Resolution:

• Receive, document, and coordinate guest requests promptly.
• Resolve guest complaints professionally using effective service recovery techniques.
• Liaise with relevant departments to ensure guest issues are resolved efficiently.
• Escalate complex or unresolved complaints to the Assistant Front Office Manager or Front Office Manager.
• Follow up with guests after complaints have been resolved.
• Maintain records of guest complaints, compliments, and service recovery actions.

Guest Communication:

• Maintain regular communication with guests to ensure their comfort and satisfaction.
• Provide accurate information regarding hotel services, facilities, promotions, dining options, transportation, local attractions, and events.
• Respond promptly to guest inquiries through telephone, email, messaging platforms, and face-to-face interactions.
• Ensure all communication reflects professionalism, courtesy, and the hotel's luxury service standards.
• Assist international guests with general travel information and local recommendations.

Guest Feedback & Satisfaction Monitoring:

• Conduct courtesy calls and guest satisfaction follow-ups during guests' stays.
• Collect guest feedback through conversations, surveys, comment cards, and online platforms.
• Monitor online guest reviews and communicate recurring issues to management.
• Identify service improvement opportunities based on guest feedback.
• Prepare guest satisfaction reports for management review.
• Support initiatives aimed at improving guest loyalty and retention.

Coordination with Hotel Departments:

• Coordinate closely with Front Office regarding arrivals, departures, room status, and guest preferences.
• Liaise with Housekeeping to ensure guest rooms meet luxury cleanliness standards.
• Coordinate with Food & Beverage regarding special dining arrangements, celebrations, and dietary requirements.
• Work with Engineering to resolve maintenance issues affecting guest comfort.
• Liaise with Security regarding guest safety, lost property, and emergency situations.
• Coordinate with Sales & Marketing for corporate guests, group arrivals, and special events.
• Ensure effective communication between departments to deliver seamless guest experiences.

Concierge & Guest Assistance:

• Assist guests with transportation arrangements, airport transfers, taxi services, and chauffeur bookings.
• Provide information on local attractions, restaurants, shopping centres, entertainment, tourist sites, and cultural activities.
• Assist with restaurant reservations, event bookings, and recreational activities.
• Coordinate luggage assistance with Bell Attendants where required.
• Arrange special guest requests such as flowers, cakes, gifts, medical assistance, or celebration packages.

Loyalty Programme & Guest Recognition:

• Promote the hotel's loyalty programme and encourage guest enrolment.
• Maintain accurate guest preference profiles in the Property Management System (PMS).
• Recognize repeat guests and ensure personalized services are provided.
• Coordinate guest recognition initiatives for birthdays, anniversaries, and other special occasions.
• Support guest retention and loyalty initiatives.

Reporting & Documentation:

• Maintain accurate records of guest interactions, requests, complaints, compliments, and follow-up actions.
• Prepare daily, weekly, and monthly guest relations reports.
• Update guest profiles with relevant preferences and special notes.
• Maintain VIP arrival lists and guest history records.
• Document service recovery cases and resolutions.
• Submit operational reports to the Front Office Manager.

Health, Safety & Security:

• Ensure guest safety and well-being at all times.
• Respond appropriately to guest emergencies and coordinate with relevant departments.
• Follow hotel emergency procedures during incidents.
• Maintain guest confidentiality and data privacy.
• Report suspicious activities or security concerns promptly.
• Ensure compliance with health, safety, and security policies.

Compliance & Continuous Improvement:

• Comply with hotel policies, Standard Operating Procedures (SOPs), luxury brand standards, and statutory regulations.
• Participate in guest service training programmes and departmental meetings.
• Recommend improvements to guest experience processes.
• Support quality assurance initiatives and guest satisfaction programmes.
• Promote continuous improvement in service delivery.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hospitality Management, Mass Communication, or related field.

Experience:

• Minimum of 3 years guest-facing hospitality experience, preferably in a luxury hotel environment.

Skills:
Technical Skills:

• Guest profile/CRM systems
• Hotel PMS basics
• Complaint handling protocols

Soft Skills

• Warmth and hospitality
• Active listening
• Cultural sensitivity
• Poise and discretion
• Excellent verbal communication.