Executive Assistant – General Management, Guest Experience & Commercial Sup at Accor

Philadelphia, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Organizational Skills, Time Management, Communication Skills, Guest Feedback Management, Emotional Intelligence, Microsoft Office Proficiency, Service Culture Support, Training Coordination, Sales Coordination, Attention to Detail, Proactive Attitude, Adaptability, Discretion, Team Collaboration, Problem Solving, Bilingual (English/French)

Industry

Hospitality

Description

Company Description "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS" Company Description Located in prestigious Rittenhouse Square, the AAA rated 4-diamond Sofitel – Philadelphia, boasts 306 beautifully appointed guestrooms, featuring Lanvin amenities, dream bedding and a luxurious atmosphere. We will be your personal culinary connoisseurs, offering our classic, French inspired menu, made from the freshest ingredients harvested directly from our rooftop garden. Enjoy our signature hand-crafted cocktails in Liberté Lounge, the “in-place” to gather and mingle for Philly’s finest clientele. Our team of highly trained Ambassadors are at your service, ready to provide a magnifique and memorable experience. Joie de Vivre is in our DNA, and we are seeking like-minded individuals to join our team! Job Description 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. Qualifications 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. Additional Information 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. Job-Category: Administration & Support Job Type: Permanent Job Schedule: Full-Time

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Responsibilities

The Executive Assistant will provide high-level administrative support to the General Manager and Executive Committee while managing guest experience and service culture initiatives. This role includes handling guest feedback, coordinating training programs, and supporting sales and commercial activities.