Executive Assistant Manager in charge of Quality - Sheraton Milan San Siro

JOB SUMMARY

The Executive Assistant Manager in Charge of Quality supports the General Manager in the overall leadership and day-to-day operations of the hotel. This role is responsible for ensuring operational excellence across key departments, maintaining brand standards, enhancing guest satisfaction, and driving a culture of continuous improvement.

Working closely with department heads, the Executive Assistant Manager oversees service delivery, monitors quality performance, and ensures that operational procedures are consistently implemented across the property. The role also focuses on employee engagement, guest experience, and the achievement of financial and operational objectives.

Key Responsibilities

• Support the General Manager in the daily management and strategic direction of the hotel.


• Oversee and coordinate the activities of key operational departments, ensuring efficient and effective service delivery.


• Drive quality assurance initiatives and ensure compliance with Marriott and hotel standards, policies, and procedures.


• Monitor guest satisfaction metrics, online reviews, and customer feedback, implementing action plans to continuously improve the guest experience.


• Lead, coach, and develop department managers and team members to foster a high-performance culture.


• Ensure service excellence by maintaining the highest standards of hospitality, professionalism, and attention to detail.


• Analyze operational and financial performance indicators and support the implementation of initiatives to improve productivity and profitability.


• Collaborate with department heads to identify opportunities for process improvements and operational efficiencies.


• Ensure compliance with health, safety, and security regulations and company policies.


• Participate in budgeting, forecasting, and business planning activities.


• Act as a key point of contact in the absence of the General Manager and provide leadership during critical situations.

Candidate Profile

• Previous experience in a managerial role within the hospitality industry.


• Strong leadership and people management skills.


• Proven ability to manage multiple departments and priorities in a fast-paced environment.


• Excellent interpersonal, communication, and problem-solving abilities.


• Strong analytical and organizational skills.


• Results-oriented mindset with a strong focus on guest satisfaction and operational excellence.


• Fluent in English; additional languages are considered an advantage.


• Proficiency in Microsoft Office and hotel management systems.

Core Competencies

• Leadership and team development


• Quality management and continuous improvement


• Guest experience and customer service excellence


• Operational and financial acumen


• Strategic thinking and decision making


• Effective communication and stakeholder management


• Planning, organization, and execution


• Problem solving and adaptability