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.