Executive Assistant – General Management, Guest Experience & Commercial Support

Tiempo Completo

Sofitel Philadelphia at Rittenhouse Square is seeking a highly organized, polished, and service-driven Executive Assistant to support the General Manager and Executive Committee while playing a key role in guest experience management, service culture reinforcement, training support, and commercial coordination.

This position goes beyond traditional administrative duties. The Executive Assistant will act as a guardian of the guest voice, ensuring timely, thoughtful, and brand-aligned responses across all guest feedback platforms, while also supporting internal culture, training, and sales coordination initiatives.

The ideal candidate combines executive-level professionalism with a strong passion for hospitality, service excellence, and brand reputation.

What’s in it for you:

• Unlimited career development opportunities, both nationally and internationally.   The sky is your limit!
• Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential
• Give back through our Corporate Social Responsibility activities and local community based philanthropy.

Key Responsibilities:

Executive & Administrative Support

• 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.

Guest Experience & Reputation Management

• 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

Service Culture & Training Support

• 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.

Sales & Commercial Coordination Support

• 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.

Additional Responsibilities

• 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.

Your experience and skills include:

• 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).
• Experience supporting training, culture initiatives, guest experience, or sales coordination strongly preferred.
• Bilingual (English/French) is an asset.

Personal Attributes

• 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.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why Join Sofitel Philadelphia

• Work in a flagship luxury hotel with strong brand identity.
• Partner closely with senior leadership and influence guest experience outcomes.
• Play a central role in culture, service excellence, and reputation management.
• Grow within Accor’s global luxury portfolio.