Personal Assistant to General Manager

Job description

Critical tasks : On a regular basis each day, collect, open and distribute all post to the General Manager. To ensure that all correspondence is dealt with correctly in the absence of the GM.

Reports to : Director of the Hotel

Key relationships : Internal: General Manager, All Directors of hotel

External: All Ladies&Gentlemen

Critical competences :

1. Outgoing post – To be responsible for all outgoing correspondence from GM and quality and standard is appropriate. To arrange for urgent items to be delivered by courier or Federal Express.

2. Reservations –Making reservation arrangements for VIP guests. To ensure that these are acknowledged in writing to the guest, and the Front Office Managers and Director Sales & Marketing are kept informed of all arrangements made. Lease with travel agency to arrange tickets for guests if these are required. To check all VIP rooms and welcome then upon arrival, escorting them to the room when possible.

3. Telephones – To be the first line of communication between the GM with associates and guests.

4. Filing System – To file all correspondence for GM on a regular basis. To regularly update the filing system and ensure that all files are kept in an orderly manner. To lock all cabinets at the end of each day to maintain confidentiality.

Essential job function

1. Trace System – To operate and update trace systems for GM.

2. Meetings – Attend Town Hall and Staff meeting on a weekly basis if requested by GM, to take minutes, type and distribute these as soon as possible.

3. Associate Reservations – To deal with all requests form other Marriott Hotels in the region for Associate accommodation by liaison with the Director of Sales & Marketing. To make all associate accommodation requests from the Renaissance Atyrau Hotel to their chosen Marriott hotel in the region. To keep up to date records of all reservations accepted by us or by other hotels.

4. Stationery – To ensure that adequate supply of stationary, headed paper etc., are kept for the GM. To order additional supplies when needed, including Business Cards, for hotel management.

5. Travel Arrangements – To make all travel arrangements for Exec. Management travelling on business, liaising with HR to ensure all correct documentation is completed.

6. Guest Satisfaction - Responsible for the upkeep of GSS Board, printing of ALL GSS forms, investigating all comments and reporting back to GM for appropriate actions. Tracking all guest alerts and ensuring all comments are entered onto profiles.

7. Akimat - To be the main liaison between all the local authorities and Akimat of the oblast.

8. Miscellaneous – Any other reasonable request by General manager and or Executive Committee members.

9. Daily Packet – To compile, print and distribute the daily packet to all departments as per Marriott standards.

Safety Awareness:

1. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

2. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

3. Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

4. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

5. Complete appropriate safety training and certifications to perform work tasks.

6. Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury

Guest Relations:

Assist other employees to ensure proper coverage and prompt guest service. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Communication:

1. Talk with and listen to other employees to effectively exchange information.

2. Speak to guests and co-workers using clear, appropriate and professional language.

3. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others :

1. Support all co-workers and treat them with dignity and respect.

2. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

3. Develop and maintain positive and productive working relationships with other employees and departments.

4. Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

5. Partner with and assist others to promote an environment of teamwork and achieve common goals.

Documenting/ reporting:

Upon request according to position checklist

Physical Tasks:

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Policies and Procedures:

1. Maintain confidentiality of proprietary materials and information.

2. Follow company and department policies and procedures.

3. Protect the privacy and security of guests and coworkers.

4. Perform other reasonable job duties as requested.

Computer/Software:

Working with computer/software according to requests position

Office/ Job Equipment:

According to requests position

The rights

1. To discuss the ways of improvement of service in his department

2. To share with his colleagues and managers the feedback got from the guests.

3. To participate in the company trainings

4. To demand from his/her direct manager support for proper execution of the job description.

The obligation

The employee can be called to account for:

1. Improper execution of his duties provided by this JD.

2. Violation of the law during his/her works.

3. Damage of the Employer's belongings.

NOTE:

The Ritz-Carlton Hotels Company Philosophy and Gold Standards are the essence of this job description and its content.

A review of this job description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no ways states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties and provide ‘lateral service' in accordance with ethic

Desired profile

Qualifications :

Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.