Sofitel · 8 hours ago
Executive Assistant – General Management, Guest Experience & Commercial Support
California, United States
Full-time
Onsite
Mid Level
3+ years expSofitel Philadelphia at Rittenhouse Square is seeking a highly organized and service-driven Executive Assistant to support the General Manager and Executive Committee. The role involves managing guest experience management, service culture reinforcement, training support, and commercial coordination while ensuring timely and brand-aligned responses to guest feedback.
HospitalityHotelTravel
Responsibilities
Provide high-level administrative support to the General Manager and Executive Committee
Manage complex calendars, meetings, travel arrangements, and follow-up actions
Prepare presentations, reports, agendas, and executive correspondence
Track action items and commitments resulting from leadership meetings
Serve as a liaison between the GM, department heads, corporate, and ownership as needed
Handle confidential and sensitive matters with discretion and sound judgment
Own and manage all guest responses across multiple platforms, including guest satisfaction surveys, social media reviews (Google, TripAdvisor, Yelp, etc.), Brand and third-party feedback channels
Ensure responses are timely, personalized, on-brand and aligned with Sofitel standards. Once completed follow-up is coordinated with department heads when required
Identify trends, recurring issues, and opportunities for improvement and escalate as needed
Track guest feedback metrics and support leadership with insights and reporting
Build a report that classified the 5 most recurrent issues of the month and share with FO management and DOP
Partner with Operations, Front Office, and F&B to close the loop on guest recovery and follow-up
Attend Quality meeting to coordinate with FO management and DOP the appropriate response for Survey scored from 6 and below
Ensure last minute VIP amenities are communicated to HSKP, Culinary and Room Service
Coordinate with DOP and Director of HSP VIP 5 room spot-checks
Handover to HOD every Monday the Heartist name mentioned voucher
Support the rollout and reinforcement of Sofitel service culture, brand standards, and guest experience initiatives
Assist in coordinating and tracking training programs, including onboarding, service standards, and Heartist culture initiatives
Prepare training materials, presentations, and internal communications
Support service audits, guest feedback reviews, and follow-up action plans
Act as a culture ambassador, modeling Sofitel values and service behaviors
Provide coordination support to the Sales team, including RFP tracking and documentation, coordination of internal commercial meetings and assistance with proposals, presentations, and contracts
Help track deadlines and follow-ups tied to group, corporate, and partnership business
Support organization of client visits, site inspections, and internal sales events
Liaise with internal departments to ensure alignment on group and event execution
Support special projects and strategic initiatives led by the General Manager
Assist with internal communications and leadership updates
Contribute to continuous improvement of administrative, guest experience, and coordination processes
Support hotel-wide initiatives during key periods, events, or peak demand
Qualification
Required
3–5 years experience as an Executive Assistant or in a similar role, preferably in luxury hospitality or a service-driven environment
Strong organizational, time-management, and prioritization skills
Exceptional written and verbal communication skills
Proven ability to manage guest feedback and respond with empathy, professionalism, and brand alignment
High emotional intelligence and discretion
Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Strong service mindset and attention to detail
Calm, composed, and solution-oriented
Proactive, adaptable, and highly organized
Comfortable working with senior leadership and cross-functional teams
Naturally aligned with Sofitel's values of elegance, culture, and heartfelt service
Preferred
Experience supporting training, culture initiatives, guest experience, or sales coordination strongly preferred
Bilingual (English/French) is an asset
Benefits
Unlimited career development opportunities, both nationally and internationally.
Give back through our Corporate Social Responsibility activities and local community based philanthropy.
Company
Sofitel
Sofitel is a French hotel chain under AccorHotels. It is a sub-organization of Accor.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Barbara Wright
CORPORATE ACCOUNTS PAYABLE
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