Executive Secretary

Job Description

Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals. Document and communicate all guest requests/complaints to appropriate personnel. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Welcome and acknowledge all guests according to company standards, anticipate and address guests service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. CRITICAL TASKS Policies and Procedures Maintain confidentiality of proprietary materials and information. Protect the privacy and security of guests and coworkers. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Guest Relations Address guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Thank guests with genuine appreciation and provide a fond farewell. Communication Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to guests and co-workers using clear, appropriate and professional language. Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Working with Others Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Support all co-workers and treat them with dignity and respect. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Physical Tasks Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. General Administration Open, read, and prepare answers to routine letters. Locate and attach appropriate files to incoming correspondence requiring replies. Take and distribute meeting minutes to appropriate individuals. Handle incoming and outgoing mail, including date stamping and distributing incoming mail (e.g., overnight mail, delivery/messenger services, First Class, Federal Express, UPS, Cablegrams, Telex, Mailgrams, Telegrams, Voicemail certified, International, and Registered). Documentation/Reporting Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Computers/Software Transmit information or documents using a computer. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests. Office Equipment Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals. Transmit information or documents using mail, or facsimile machine. Communication Document all guest requests/complaints and communicate such to appropriate personnel for proper handling. Receive persons entering the office by greeting them, determining nature and purpose of their visit, and directing or escorting them to specific destinations. CRITICAL COMPETENCIES Analytical Skills Computer Skills Learning Decision-Making Interpersonal Skills Interpersonal Skills Customer Service Orientation Team Work Diversity Relations Communications Writing Telephone Etiquette Skills English Language Proficiency Communication Listening Applied Reading Personal Attributes Integrity Dependability Positive Demeanor Presentation Initiative Organization Detail Orientation Multi-Tasking Time Management General Administration Typing Correspondence Documentation/Reporting Maintain Files and Records Filing Computer Software Microsoft Office Business Results Balanced Scorecard Results: Supports strategies and conducts activities to drive and continuously improve financial results, guest satisfaction, human capital index and market share. Recruitment: Oversees the management and non management hiring process to attract, select and retain a diverse workforce. Utilizes selection processes that identify the best candidates for open positions in a cost effective and efficient manner to meet the business needs of the operation.