Executive Assistant Manager - Rooms (EAM, Rooms)

Orchard Hotel Singapore, a member of Millennium & Copthorne International - a dynamic, global hotel group with properties in major gateway cities and operating more than 120 hotels worldwide, is looking for passionate and service-oriented individuals for the following position:-

Executive Assistant Manager - Food & Beverage

Reporting to the General Manager, the incumbent shall be responsible to:-

The EAM, Rooms acts as a key member of the Executive Committee and supports the General Manager in strategic and operational decision-making.

• Oversee all Rooms Division departments, including Front Office, Executive Lounge, Lobby Services, Reservations, Call Centre, Housekeeping Engineering and Security departments.
• Ensure consistent delivery of service standards and brand guidelines.
• Monitor daily operations to ensure smooth check-in/check-out processes and guest satisfaction.
• Handle and resolve complex guest issues, complaints, and VIP requirements with discretion and professionalism.

• Champion a culture of personalized luxury service and anticipatory guest care.
• Maintain high guest satisfaction scores across internal and external platforms.
• Lead service recovery efforts and implement continuous improvement initiatives.
• Ensure adherence to health, safety, and security standards.

• Support budget preparation and control departmental expenses.
• Maximize room revenue through effective inventory management and collaboration with Revenue Management.
• Monitor productivity, labour costs, and operational efficiency.
• Analyze performance reports and implement corrective actions when required.

• Lead, coach, and mentor department heads and managers within the Rooms Division.
• Drive talent development, succession planning, and performance management.
• Ensure staffing levels meet operational needs while controlling labour costs.
• Foster a positive, inclusive, and high-performance work culture.

• Participate in Executive Committee meetings and contribute to hotel-wide strategy.
• Support pre-opening activities, renovations, and brand audits where applicable.
• Ensure compliance with brand standards, SOPs, and legal requirements.

• To recruit and select and train Food and Beverage outlet Managers, Assistant Managers and supervisory employees who are able to work within the guidelines and principles as set out in the Food and Beverage operations manual. To ensure that all employees go through the orientation induction process.
• To ensure that each outlet manager plans and implements effective training programs for their staff with the Training Manager and Departmental Trainers.
• To develop departmental trainers, assign training responsibilities and meet with departmental trainers monthly.
• To conduct yearly performance appraisal and give employees regular feedback on their job performance.
• To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all time.
• To ensure that all employees provide a courteous and professional service at all times.
• To ensure that all employees have a complete understanding of and adhere to the rules and regulations and adhere to the hotel's policy relating to Fire, Hygiene, Health and Safety.
• To ensure that all annual leave / public holidays is planned effectively so that all leave will be cleared in the current working year.
• To ensure that staff at all levels of the Food & Beverage department is familiar with the Hotel's core values and guiding principles and actively participates in the shared vision of success.

Requirements:

• Degree or diploma in Hospitality Management or related field preferred.
• Minimum 10 to 12 years of progressive experience in luxury hotel operations.
• At least 5 to 8 years in a senior Rooms Division leadership role (Director of Rooms, EAM, Rooms, or equivalent).
• Proven experience in a five-star or luxury international hotel brand.
• Strong leadership and people management skills.
• Exceptional guest service orientation and problem-solving ability.
• Excellent communication and interpersonal skills.
• Financial acumen and analytical mindset.
• Ability to work under pressure in a fast-paced luxury environment.
• Proficiency in hotel PMS and operational systems.