Executive Assistant – General Management, Guest Experience & Commercial Support

AccorHotel • Philadelphia, PA

12d

About The Position

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.

Requirements

• 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).

Nice To Haves

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

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees