Executive Office Manager to CEO / Owner
Qatari Digital Startup
Total des années d'expérience :21 years, 9 Mois
Executive Administration Support to CEO / Owner.
Full set up for a company opening and SOPs, Finance, HR.
Executive Support to the GM:
• Reported to the General Manager, handled his day-to-day schedules, and extended support with respect to the general administration of the hotel.
• Functioned as the key communication line between the GM and internal / external stakeholders, to monitor the smooth transfer of information.
• Ensured confidentiality of the information shared between GM and the stakeholders, and portrayed candid judgment in processing it further.
• Monitored work assignments allocated by the GM to his direct reports, conducted periodic follow-ups to check on the progress, and updated the GM.
• Scheduled the GM’s various meetings, noted minutes during the meeting, and monitored progress of department heads on the actions decided.
Operational Functions Management:
• Involved in the establishment of distinct administration processes, office supply purchasing, and maintenance of equipment at the hotel.
• Managed different communication and assignments through end-to-end coordination with the personal assistants and other General Managers, VPs, CEO.
• Involved in the conceptualizing and preparation of various presentations for board meetings and corporate office.
Organization and Scheduling:
• Organized business trips for the General Manager, looking into the travel and accommodation arrangements personally, to avoid any inconveniences.
• Developed and maintained good working relations with travel agencies, business partners, and other vendors to minimize operational costs.
Business Correspondence / Communications:
• Conducted extensive research on various topics with a view to assist the General Manager in responding to the queries directed to him.
• Drafted various business communication for the GM, ensured the quality of all documents, and sent out replies on a timely basis.
• Handled all aspects of GM’s briefing material requirements while ensuring accuracy and quality in the information provided.
Administration Management:
• Responsible for all HR and Finance procedures, activities, SOPs and documentation (until HRM & DOF on board)
• Developed SOPs and organization charts
• Pre-opening Office Management, fully responsible for all arrangements and coordination with facility management, security and owning office
Key Responsibilities:
Administrative Support:
• Report to the Chairman, schedule meetings, maintain the executive calendar and provide executive support to enable decision-making.
• As Billing Manager, assist in preparing and raising invoices for services delivered to clients in the fields of PR, marketing, advertising and corporate image building; improve processes and supervise billing department’s performance.
• Contributed to the activities of the administration department, handled office procurement (supplies and stationery) and oversaw maintenance of office equipment.
• Noted minutes of meetings during executive meetings for records and circulation to ensure timely implementation of action plans.
• Handled travel bookings, visa processing and accommodation arrangements for executive business tours, coordinated with service providers to ensure appropriate executive itinerary management.
Accounting:
• Verified accounting data entry, assisted in the preparation of financial statements to facilitate year-end stakeholder review.
• Supported the activities of accounting reconciliation, rectification and adjustment and resolved invoice-related discrepancies.
• Maintained petty cash records, handled office purchases and monitored the Accounts Receivable (AR) and Accounts Payable (AP) to ensure adequate liquidity.
• Participated in audit activities to verify compliance with Standard Operating Procedures (SOPs) and management guidelines.
Functional Support:
• Acted as a HR Manager and prepared employment agreements.
• Actively participated in the orientation program to induct new hires.
• Handled coordination with banking officers to facilitate needed services for the company.
• Managed trade license renewal activities within the specified timeline, liaised with government departments for required compliance and handled collections as per the credit policy of the company.
• Extended support to various functions and departments of the company, assisted in administering internal controls and contributed to process review, restructuring and optimization activities.
Key Responsibilities:
Executive Support to the GM:
• Reported to the General Manager, handled his day-to-day schedules, and extended support with respect to the general administration of the hotel.
• Functioned as the key communication line between the GM and internal / external stakeholders, to monitor the smooth transfer of information.
• Ensured confidentiality of the information shared between GM and the stakeholders, and portrayed candid judgment in processing it further.
• Monitored work assignments allocated by the GM to his direct reports, conducted periodic follow-ups to check on the progress, and updated the GM.
• Scheduled the GM’s various meetings, noted minutes during the meeting, and monitored progress of department heads on the actions decided.
Operational Functions Management:
• Involved in the establishment of distinct administration processes, office supply purchasing, and maintenance of equipment at the hotel.
• Participated in creative initiatives to transform the hotel in an efficient, safe, and interesting place to work for all staff members, employees, and managers.
• Provided assistance and support to the executive committee in the implementation of robust processes in the company, to achieve operational excellence.
• Managed the Executive Exchange Program, through end-to-end coordination with the personal assistants to other General Managers.
• Involved in the conceptualizing and preparation of various presentations for board meetings, corporate office, and other such purposes.
Organization and Scheduling:
• Organized business trips for the General Manager, looking into the travel and accommodation arrangements personally, to avoid any inconveniences.
• Accompanied the General Manager on his business trips to assist in the travel’s agenda, and delegated the Sales Manager to handle other functions back in Maldives.
• Developed and maintained good working relations with travel agencies, business partners, and other vendors to minimize operational costs.
• Attended sales and PR events with the General Manager, handled media interactions, and scheduled visits of VIP guests, shareholders, and business partners.
• Worked as the official English and Russian translator of the General Manager and of the company as and when required.
Business Correspondence / Communications:
• Conducted extensive research on various topics with a view to assist the General Manager in responding to the queries directed to him.
• Drafted various business communication articles for the GM, ensured the quality of all documents, and sent out replies on a timely basis.
• Involved in the screening and filtering of GM’s emails, responded to people with / without the GM’s direction, and presented critical issues before him.
• Developed and sent responses to online guest surveys, and comment cards, and briefed the General Manager about the progress in this regard.
• Handled all aspects of GM’s briefing material requirements while ensuring accuracy and quality in the information provided.
Key Responsibilities:
Guest Service Management:
• Functioned as the Front Office Supervisor, with focus on attending to guests, and ensuring that their stay at the hotel is warm and pleasant.
• Rendered customized support to guests by adhering to their special requirements such as urgent accommodation, in order to increase customer satisfaction levels.
• Provided special attention to VIP guests staying at the hotel, and catered to their requirements.
• Ensured warmth and enthusiasm while greeting guests, attending to their needs, so as to impress them with the high level of service provided as per five-star hotel standards.
Customer Experience Enhancement:
• Ensured compliance to defined procedures for guest registration, and extending personalized service to enhance customer experience.
• Involved in payment processing in a quick way, capturing guest’s personal / financial details, and completing the invoicing procedure.
• Developed and sustained healthy relationships with all guests, understood their preferences, and recorded them for the future.
• Attended to the queries and complaints of guests, and provided optimum support in getting their problems resolved efficiently and promptly.
Departmental Operations Management:
• Handled departmental operations, coordinated various internal processes, and ensured smooth flow of information to avoid miscommunication of any sort.
• Maintained track of all documentation related to hotel front-office operations, and ensured accuracy, discipline, and regularity in producing them whenever required.
• Handled the promotions and advertising of all shows, facilities, and room amenities to attract more guests to the hotel, and increase revenues.
• Handled accountability to train and guide new members in the guest service team, by sharing with them some insights in achieving customer delight.
Key Responsibilities:
Executive Assistance to the MD:
• Assisted the Managing Director at all levels of operations, particularly functioned as the critical link in his communications with internal / external stakeholders.
• Displayed prowess in situation analysis, problem solving, and decision making to handle confidential information transfer between various parties.
• Worked towards the primary objective of reducing the MD’s efforts, by handling all administrative tasks efficiently, as per the rule book.
• Developed the plan of the day for the MD on a regular basis, considering the inputs taken from him and other available schedules.
• Maintained and updated a digital appointment calendar on a regular basis to accommodate and adjust the schedules as per the level of priority.
Office Operations Management:
• Planned, conceptualized, and developed creative presentations either for board meetings or for sending them to the corporate office as required.
• Interacted with executive members of the committee to provide guidance with regard to any administrative issues, and helped them to resolve matters in an efficient manner.
• Allocated tasks and responsibilities to all department heads, while acting on behalf of the Managing Director.
• Represented the Managing Director in his absence and addressed the requests, queries, and issues of all Head of Departments in the company.
• Provided necessary support to the executive committee to drive recruitment campaigns, hire talented employees, and conduct appraisal meetings.
Financial and Administrative Control:
• Handled the reception of visitors, met with VIP guests, celebrities, and other government visitors coming to the executive office, and extended warm welcome to all.
• Finalized travel plans, arranged airline tickets and accommodation for the Managing Director and a Company Owner with focus on minimizing costs incurred.
• Functioned as the Duty Manager as and when required, administered control over the employee roaster, and promoted a positive working environment.
• Managed the revenue handover from the Financial Director, involved in payment processing towards the marketing company.
• Handled the cash flow within the executive office, initiated cost saving programs, and recommended financial controls in the office.
Key Responsibilities:
Operations Management:
• Designated Assistant to Reception Manager, maintained archives of official documents & paperwork to facilitate easy retrieval and reference.
• As official front-end representative, received and interacted with VIPs, corporate guests, business owners and partners, supervised arrangements for VIP visitors and maintained the organization’s brand and goodwill.
• Handled translation activities, worked as interpreter and translator for English and Russian, and prepared and circulated minutes of meetings.
• Liaised with guests, gathered feedback on the service provided and ensured guest requirements, privacy and security are satisfactorily met.
• Registered guest / customer complaints and resolved grievance in the prescribed manner to maintain industry recommended customer service standards and ensured customer satisfaction.
• As part of business development, promoted the services of the company, generated additional revenues through upselling and value-added service offerings.
Team Management:
• Prepared the daily work allocation plan, assigned responsibilities to internal teams and monitored the completion of tasks within the allotted deadlines.
• Maintained attendance records and notified the Senior Manager in cases of frequent absenteeism to initiate disciplinary action.
• Calculated monthly salaries and leave pay, verified employee allowances and adjustments, prepared the salary sheet, transferred amounts to employee accounts, and issued pay slips.
• Promoted the development of a harmonious work environment and resolved individual and team disagreements; escalated serious matters to senior executives for timely management intervention.
Key Responsibilities:
Operations Control & Business Development:
• Responded to client inquiries, provided information regarding service packages / memberships offered by the company, explained the advantages and features of services on offer, and assisted clients in selection of customized products.
• Coordinated with trainers, instructors and dieticians to arrange classes / sessions, prepared the daily time-table to ensure all sessions were conducted in time and processed monthly payments of external instructors.
• Conducted market research to identify new markets, studied industry trends and submitted findings to the management to assist in strategy formulation, product development and executive decision-making.
• Recorded complaints and satisfactorily resolved issues to avoid refunds; safeguarded the company’s financial objectives.
Personnel Management:
• Recruited competent professionals for the company, conducted background checks, completed on-boarding formalities and organized induction / training; explained the HR policy and Code of Conduct to new hires.
• Assigned KRAs to individuals and teams, monitored performance and presented reports to the senior management for review.
• Organized training sessions for employees based on training needs of different departments to ensure that the staff was equipped with required business information and tools for optimum performance.
• Regulated the use of products, replenished stocks as per the ordering cycle and scrutinized records to eliminate wastage; implemented management-approved inventory control strategies.
• Administered the personnel policy, monitored attendance and ensured that the staff abided by the required code of conduct; ensured compliance with standard customer service, safety and policy guidelines.
Administration:
• Received registration fees, issued acknowledgement receipts for cash received from clients, supervised accounting data entry and monitored the opening and closing balances.
• Maintained the executive calendar, scheduled management meetings, supervised arrangements at the venue and noted minutes for immediate circulation and action.
Bachelor Degree is Incomplete / Ongoing. Trainings and Workshops: • Office Show - 2015 (Olympia), London, UK • Microsoft OneNote for Assistants by Vickie Sokol Evans (The Red Cape Company), London, UK • Finance Essentials (Jumeirah), Maldives • MBTI (Myers - Briggs Type Indicator) Workshop (Jumeirah), Maldives • Effectively Leading & Managing High Performance Teams (Jumeirah), Maldives • Management Team Building Workshop (Jumeirah), Maldives • Team Building for Leaders Workshop (Jumeirah), Maldives • Junior Leadership Program (Jumeirah), Maldives • Improve Workshop (Jumeirah), Maldives • Fire & Tsunami & First Aid Trainings (Jumeirah), Maldives • The Story Behind Gandys by Rob Forkan (Gandys), London, UK • The Hello Strategy to Networking by Lindsay Taylor (Your Excellency Limited), London, UK • The Real Strategy Behind Talent Management by Carmen MacDougal (Virgin Trains Talent Academy), London, UK • The PA Pathway to Becoming a Brand Ambassador by Victoria Darragh (Executive & Personal Assistants Association), London, UK • Problem Solving for the PAs by Liz Kemp (Capita Learning Services), London, UK • Strategic Decision Making for PAs by Janhavi Dadarkar (IOD - Institute of Directors), London, UK • Working with a Genius by Judith Croasdell, PA to Professor Stephen Hawkings, London, UK Memberships: • IABFM (International Academy of Business and Financial Management) • SLAAPS (Sri Lankan Association of Administrative and Professional Secretaries) • Australian Executive Assistant Network and EUMA (European Management Assistants)
• Coach and Judge in Rhythmic Gymnastics, Fitness, and Aqua Aerobic
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