Hilton Hua Hin Resort & Spa

Job ID: HH-528 | Location: Prachuap Khiri Khan, Thailand
27 September 2019 Print Report Share

Hilton Hua Hin Resort & Spa

Job ID: HH-528 | Location: Prachuap Khiri Khan, Thailand

Executive Secretary ( Middle / Senior)

Primary Objective

Provide the General Manager with administrative support including, typing, filing, answering telephones, taking messages, maintaining appointment calendar, making travel arrangements and other general office duties. Coordinate and implement department activities and projects, as assigned. Provide clerical and office support and assistance to department management.

Hilton Hotels and Resorts Worldwide Brand

Hospitality               We are passionate about delivering exceptional guest experiences.

Integrity                   We do the right thing, all the time.

Leadership              We are leaders in our industry and in our communities.

Team                       We are team player in everything we do.

Ownership               We are the owners of our actions and decisions.

Now                         We operate with a sense of urgency and discipline

  • Embrace and live the Hilton Values
  • Participates in the Journey Ambassador
  • Demonstrate working knowledge, 100% alignment with and ensure that all team members are aware of the Hilton Brand Standards
  • Embrace the Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE.

Standards:

  • Be aware and comply with any state and/or federal legislative obligations that may relate to your department.
  • Review, update and implement Department’s 'policies, standards and guidelines' as required.

Core Tasks, Duties and Responsibilities:

  • Serve as the primary contact on General Manager’s office activities and handle/coordinate administrative duties or tasks as assigned by General Manager
  • Read, route and answer incoming mail, and faxes
  • Refer routine matters to appropriate Department Heads for action and if necessary follows up to ensure completion
  • Follow up on General Manager’s assignments for Team Members until completion
  • Maintains master calendar of activities for General Manager
  • Arrange meetings, appointment, travel and other details for the General Manager Meetings: schedules, prepares agenda, attends/ participates, issues minutes.
  • Ensure company policies, procedures, information is disseminated to team members
  • Ensure company reports are prepared per set schedules and collate related material
  • Handle telephone calls and enquiries.
  • Handle and confirm reservations routed to General Manager’s office
  • Organize and maintain paper and electronic files and records
  • Keep personnel records and related matters of Department Heads
  • Greet visitors, ascertain nature of business and refer visitor to General Manager or appropriate Team Member
  • Supervise and co-ordinate daily duties of the General Manager’s driver
  • Handle travel arrangements for General Manager
  • Communicate effectively with Regional and Area teams as required
  • Be fully familiar with company policies, procedures and operations
  • Maintain a professional and friendly relationship with other departments, team members and guests
  • Maintain work area in a neat and orderly fashion
  • Coordinate projects and activities. This may involve attending meetings, taking notes and acting upon assigned duties to coordinate the assigned project
  • Prepare special reports or projects, as requested
  • Maintain communication with departments involved in the assigned project/activity
  • Prepare and type correspondence and fairly complex numerical/financial reports, as directed
  • Prepares correspondence on behalf of management where required
  • Orders and maintains office supplies and equipment, maintaining files and equipment in an orderly and professional manner
  • Use the property’s email system and maintains their email box, as is policy. Additionally, this position may or may not have access and/or control over the email box of their supervisor(s)
  • Answer telephone and assist internal and external guests with requests
  • Write and translate correspondence on behalf of the department
  • Be aware and keep hotel informed about regular guests, return guests and special requirements and ensure their experience is personalized and their expectations are met and exceeded whenever possible
  • Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions
  • On occasion, handle guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems.
  • Support and drive Hilton Worldwide initiatives in the hotel as directed through systems, processes, programs, etc
  • To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues
  • To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you
  • To maintain high Team focus by showing co-operation and support to colleagues in the pursuit of team goals
  • To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
  • Coordinate with other departments as necessary to execute job duties

Safety, Security and Emergencies:

  • Ensure that all potential and real hazards are reported and addressed immediately
  • Fully understands fire, evacuation and bomb threat procedures as set down in hotels Crisis Manual
  • Ensure that emergency procedures and practices are enforced at all times to provide for the security and safety of our guests and team members
  • Ensure that team members work in a safe manner that does not harm or injure self or others
  • Stimulate and encourage a general awareness of health and safety for all operational areas
  • Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening

Human Resources:

  • Encourage team work and spirit in all areas of Hotel.
  • Manage all guest and team members interactions using emotional intelligence, communicating in a courteous and professional manner, aligning with Hilton Brand Standards.
  • Actively participate in the Performance Review Process
  • Be familiar with all HR policies and procedures and support/implement accordingly
  • Be Familiar with the local labour law and ensures compliance with the support of HR
  • Participate in CR Activities, Blue Energy Activities and green initiatives

Communication

  • Be aware of the resort’s communication policies
  • Attend all relevant meetings, ensuring active participation, timely follow up on action items and pro-active dissemination of relevant communication points back to the department
  • Use emotional intelligence when communicating with guests and associates

Operational Excellence:

  • Consistently look for opportunities to enhance the guest experience and improve department productivity and expenses
  • Proactively participate in the annual QA process and follow up accordingly on rectification requirements

Other Functions:

  • Work as and where directed by your Manager and/or Executive Committee Member.
  • In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
  • Perform all duties in the area of responsibility and technician capabilities as required by management.
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