Executive Assistant – General Management, Guest Experience & Commercial Support

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.

Whats 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:

• 35 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 Sofitels 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 Accors global luxury portfolio.

Remote Work :

No

Employment Type :

Full-time