Executive Assistant

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We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

The Executive Assistant plays a critical role in supporting CEO and VP & GM in their day-to-day activities. The Assistant is responsible for building and maintaining positive relationships with team members, brand affiliates, customers, and vendors. The position manages GSS (Guest Satisfaction Survey) Compilation & Responses, Resident Surveys & Responses, Executive Reports, Business Insights, Lease Management Files & Registration.

The team member is responsible for providing general office and administrative support to the CEO & VP/GM including outlook updates, zoom meetings, MS Team meetings, travel schedule, team member birthdays, anniversaries, celebration milestones, reservations, arranging amenities, VIP alerts, expense reports, GL reconciliation, donations, gift certificates, guest satisfaction reports, collection and report of spa comment cards. Prioritizing and managing multiple tasks simultaneously ensuring deadlines are met.

The position must maintain high level of motivation, confidentiality, work well in fast paced environment, and assist with the development of relevant brand stories, new services, amenities and departmental best practices.

REPORTS TO: CEO & Partner and VP & General Manager

KEY RELATIONSHIPS:

Internal: Brand Owners and Developers, Acqualina Executive Committee, Estates Team Members, Mansions Team members, Real Estate Team, HR office, Guest Relations Managers, Front Office Team, Sales and Marketing team, Reservations Team, F&B team, Spa Team, Design & Construction team, Security team, Engineering team, Housekeeping team, all Resort Managers and Finance Office.

External: Residents, Resort Customers, Partners, Key Influencers, Local Government and Associations, Beach Club Members, Visitors, Key Vendors, Public Relations Companies, Media Guests, Leading Hotels of the World, Travel and Tour Company Representatives and meeting planners.

QUALIFICATIONS

Essential:

1. College degree.

2. Fluency in English. Strong written, verbal and non-verbal communication.

3. Advance skills / Experience with Outlook and Microsoft Office (Word/Excel/PowerPoint)

4. Previous experience in hospitality industry.

5. Ability to:

• Perform job functions with attention to detail, speed and accuracy.

• Prioritize and organize.

• Be a clear thinker, remain calm and resolve problems using good judgment.

• Follow directions thoroughly.

• Understand customer’s services and needs.

• Work cohesively with co-workers as part of a team.

• Work with minimal supervision.

• Flexible work hours, assistant with events as needed.

• Maintain confidentiality of guest/resident information and pertinent resort data.

Desirable:

6. Experience with Residential Community Software, Revinate, DataVision, SMS: Springer Miller PMS, Opera, HOTSOS, SalesForce, Customer Apps, Website Development.

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting 5 to 20 pounds.

2. Endure various physical movements throughout the work areas.

3. Reach 12 inches.

4. Remain in stationary position for 6-8 hours throughout work shift.

5. Satisfactorily communicate with guests, management and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS

• Assist Vice President/General Manager in managing guest services and assist with guest introductions and follow up on guest comments.

• Monitor and Manage daily Guest Survey & Review Posting (Trip Advisor; LHW Qualtrics and Partner Surveys such as Amex FHR; Expedia; Booking.com etc.) responses. Assist with timely guest and resident outreach to ensure satisfaction. Become expert in Revinate GSS & Review Portal.

• Post all positive reviews on the Employee App.

• Assist with the preparation of team members, guests, residents & beach club member communication.

• Arrange meetings and events including logistics, venue, bookings and material preparation.

• Prepare KPI PowerPoint presentations for Executive Committee.

• Assist with the enhancement & replacement of all technology platforms for customer journeys.

• Access information on LHW Hotel Portal, LQA Portal, Forbes Global Partner Portal.

• Prepare and or update Design Specification for all Hotel areas.

• Coordinate enhancements and renovations meetings with designers, department managers, and owners.

• Issue Monthly AcquaDollars /Employee Rewards and provide AcquaDollar / Employee Reward Monthly/Quarterly/Yearly results based on GSS.

• Provide Monthly/Quarterly/Yearly GSS results. Provide areas of opportunity based on customer feedback.

• Participate in Acqualina’s Charity IHAD by assisting with procurement of auction items, auction sales, auction presentation and Gala event specifics to include lead role. Prepare auction spreadsheets and opening bids and results.

• Prepare Expense Reports for CEO and VP/GM – Expense reports should all be completed before the end of the month and reflect proper accounts). CEO Amex bill available on the 28th of the month.

• Coordinate executive and ownership meetings and appreciation gatherings.

• Beach Club Membership:

• Maintain membership database, rules, and all collateral pertaining to the Beach Club.

• Provide membership services to include card replacements, guest passes, etc.

• Record and report all Beach Club issues and opportunities.

• Communicate hotel happenings as needed to membership.

• Assist with activating Mansions Resident / Estates Residence Membership

• Donations/Gift Certificates, assist Sales Coordinator as needed.

• Respond to inquiries with acceptance or declines as needed.

• Record and log each donation to include expiration date.

• Facilitate reservations requests, ensure requests are not taken over peak demand dates and or sell out dates.

• Assist with travel arrangements and conference registrations as needed.

• Maintain Barter Spreadsheet/Log as needed.

• Assist with the organization and communication of new services and promotions.

• Maintain office supplies, samples and executive area.

• Maintain critical path for projects outlining key items, initiatives, operational efficiencies and other key actions as needed.

• Assist with the preparation of corporate profile and Strategic Plans and Brand Manuals/Guidelines as needed.

• Procure luxury FFE items as needed.

• Assist with the preparation of material on customer and team member Apps as needed.

• Assist Director of Operations as needed.

• Ensure all Lease Agreement renewals are properly executed and recorded. Maintain unit owner roster and key contact details.

• Monitor STR short term rentals. Repost suspicious activates and follow up with legal on action plan.

• Maintain accurate Owner lease files and traces of key dates such as expirations.

• Assist residents and hotel program unit owners as needed.

• Assist Prepare Quarter Hotel Program Participants letter.

• Assist with GBAC / Sustainability / Green Team submissions and updates as needed.

• Respond to all incoming e-mails same day. Any client e-mails and other urgent e-mails must take priority. Always copy the appropriate manager.

• Liaise with ownership as needed.

• Do not delete e-mails.

• Follow up on immediate assistance requests. Take Ownership (i.e. when organizing transfer and other service requests you must follow up with concierge and respective team members (i.e. guest services) to ensure that it was completed. The same thing applies to reservations in regards to confirmation numbers).

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Update Hours of Operation as needed.

• Use equipment only as intended.

• Anticipate customers’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

• Maintain positive guest relations at all times.

• Prepare and send emails/faxes; receive and distribute emails/faxes to appropriate personnel.

• Make photocopies, scan documents as needed.

• Type correspondence, memos and reports.

• Schedule as well as Attend designated meetings, take notes, transcribe and distribute.

• Document all customer requests/complaints and communicate such to respective personnel for proper handling.

• Coordinate vendor RFPs and proposal submittals as requested.

• Maintain confidentiality and security of specified resort information, correspondence, reports and files.

• Prepare areas of improvement report as needed.

• Accept additional duties as needed.

• Processing invoices/expenses as needed.

• Assist with Press/Media/Photo & Video shoot Related Requests.