Personal Assistant to General Manager – Quality Focus

About the role

The Personal Assistant to the General Manager will ensure the smooth operation of the hotel executive office, representing both the General Manager and Kempinski. This role combines administrative support with a strong focus on quality management and guest satisfaction.

Key responsibilities

• Process daily guest feedback from GSS, Review Pro, compliments and complaints, coordinating with all departments.
• Analyse causes of guest dissatisfaction and work with department managers to implement improvement actions.
• Maintain and develop a sustainable quality management system, including statistical analysis and regular quality meetings.
• Support the General Manager with office administration, travel arrangements, meeting preparation and minute taking.
• Organise incoming mail, calls, VIP arrivals and internal events.
• Coordinate public‑relation issues, sales transactions and internal communications.
• Monitor and report on quality metrics such as Net Promoter Score, overall satisfaction and mystery‑shopper results.

Required profile

• Fluent in French; good command of English is a plus.
• Strong communication skills and confidence in dealing with internal and external stakeholders.
• Detail‑oriented with the ability to analyse data and drive continuous improvement.

Required skills

• Proficiency with Microsoft Office and general computer systems.