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Executive Assistant Manager

New York, NY
December 26, 2020

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*** **** **** ******

New York, NY *****


Mallory A. Matoush


Enthusiastic Operations and Administrative Specialist with 8 years of experience: planning, leading and improving procedures to support successful business operations. Strategic in developing policies, managing staff and guest relations. Focused on motivating staff and working with diverse personality types to drive improvements. An ambitious and results-oriented, progress-driven planner adept at building and retaining high-performing teams.


GrandLife Hotels, New York, NY — Executive Assistant to the General Manager Feb 2020 - Sept 2020

● Oversaw day-to-day operations of multiple hotels (312 and 150 room hotels), with a staff of 320 employees.

● Implemented policies and standard operating procedures for continuous improvement.

● Updated executives on changing business needs by thoroughly documenting internal/client meetings.

● Contributed to smooth business operations by organizing meetings and conferences, including conference calls.

● Promoted team productivity by keeping supplies organized and stocked.

● Managed the General Manager's complex and frequently changing day-to-day scheduled meetings and ensured all items were completed daily.

● Hired and trained new employees, demonstrating best methods for serving clients and guests.

● Hotels were both undergoing remodeling - assisted with day-to-day operations of renovation proceedings.

● Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork.

● Worked closely with other Department Heads, maintaining optimal levels of communication to effectively and efficiently complete projects.

The Crown, New York, NY — General Manager

June 2019 - Sept 2019

● Implemented systems and procedures to improve operational quality and team efficiency.

● Managed ingredients and food product use by assessing availability, guest traffic and popularity of items resulting in 30% food waste reduction.

● Oversaw budget implementations, employee reviews, training, schedules, and contract negotiations.

● Enhanced operational efficiency and productivity by managing budgets, accounts and product costs.

● Directed front-of-house and back-of-house teams to deliver exceptional client experiences.

● Held weekly meetings with events team and floor managers to identify techniques to overcome sales obstacles.

● Organized budgets, oversaw P&L’s, and achieved margin targets consistently to stay on track with growth plans.

Club Quarters Hotel, New York, NY — Senior Guest Service Manager Oct 2018 - March 2019

● Collaborated with other departments to coordinate solutions and retain guest satisfaction.

● Oversaw all daily hotel operations and directly report to the hotel GM and Corporate Office.

● Created and distributed staff schedules and submitted payroll on their behalf

● Responsible for all cash inflow and deposit operation reports, ensuring all daily balances had no discrepancies.

● Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.

● Conducted daily department head meetings regarding projections, arrivals/departures, and daily property needs.

● Monitored guest services personnel for efficiency and accuracy of response to guest complaints. Responded after hours to urgent concerns and communications as needed.

● Coached and developed associates to improve soft skills and recovery techniques, with the goal of achieving the highest level of guest satisfaction.

● Maintained front desk's concierge book to provide visitors with access to relevant local information.

● Exercised discretion to ensure the utmost respect for the privacy of all guests, including VIPs and celebrities

DREAM Downtown Hotel, New York, NY — Director of Guest Services Feb 2017 - Oct 2018

● Oversaw all guest services operations including VIP guest relations, front desk responsibilities, housekeeping, and bell staff.

● Point of contact for all presidential suite bookings, working directly with all VIP clientele.

● Directly handled customer service concerns, while working towards an amicable resolution for the guest and keeping the hotel’s best interest in mind.

● Conducted corporate communications and potential investors by leading property tours, answering questions pertaining to the property and its trail of growth.

● Ran pool operations from May to September including staffing, reservations, F&B and safety regulations.

● Implemented a revamped amenities program to better pertain to our guests needs as I made changes throughout the department.

● Offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.

● Motivated and rewarded employees to improve engagement. Darrow Everett LLC, New York, NY — Personal Assistant & Property Manager June 2014 - Jan 2019

● Managed external contacts for the CEO and kept track of periodic communication needed for priority contacts.

● Acted as the first point of contact to the CEO, handling correspondence and phone calls while managing direct contact to the CEO.

● Contributed to smooth business operations by organizing meetings and conferences, including conference calls.

● Managed all CEO's personal property staff including: cleaning, maintenance, door team and security.

● Oversaw all in-home responsibilities including: remodeling projects, interior decor, and maintenance duties.

● International and domestic travel bookings, hotel accommodations, and dining reservations.

● Responsible for accounting and budgeting of expenses, ensuring outsourced projects were completed and resolved financially.

● Monthly payroll.


Southern Oregon University, Ashland, OR — Bachelors in Business Administration Sept 2011 - May 2014

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