Personal Assistant to General Manager (Quality)

About the role

Kempinski is looking for a Personal Assistant to the General Manager in charge of Quality at its hotel in Brazzaville. The assistant sets up the Executive Office and ensures its smooth operation, acting as the GM's representative for the hotel and Kempinski. Success is measured by positive guest feedback across all channels, including social media and GSS (Customer Satisfaction) reports.

Key responsibilities

• Daily processing of guest feedback on GSS, Review Pro, compliments and complaints, and ongoing guest correspondence with the administrative and operational departments.
• Implement individual quality measures and guest surveys, and send daily updates on quality rankings internally.
• Analyse the causes of guest dissatisfaction and work with department managers on improvement processes.
• Implement and sustain Lobster Ops with the training department, and maintain a quality management system with statistical analysis and solutions.
• Run regular quality meetings and quality action plans, and organise travel arrangements for the General Manager.
• Handle complaints, co-ordinate public relations and sales matters, plan and run mailings, and prepare and coordinate VIP arrivals.
• Organise incoming mail, calls and tracing files, and act as an internal mediator between departments.
• Support the General Manager with office administration, project organisation and meeting preparation, and represent the hotel internally and externally.

Required profile

• Fluent French; good command of English is a plus.
• Strong communication skills.
• Confident with computer systems (Microsoft).