Executive Assistant – General Management, Guest Experience & Commercial 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
• 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

• 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
• 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

Bilingual (English/French) is an asset

• Unlimited career development opportunities, both nationally and internationally
• 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
• 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