What you will be doing:Consistently offer professional, engaging and friendly service; managing guest and colleague needs as requiredFollow departmental policies, procedures and service standardsEnsure that the Executive Office atmosphere is maintained as an organized and welcoming environment for all Heartists and guests of Sofitel New YorkEnsuring the effective scheduling of administrative support, i.e. coverage for days off, statutory holidays and annual vacationAdministering the day-to-day operation of the Executive Office which includes but not limited to; organizing of daily work agenda/calendar for GM/Hotel Manager/Assigned Executive, written correspondence, mail, photocopying, ordering office supplies, office equipment management, completing and circulating meeting minutes, maintain confidential filing system for correspondence, policies, standards, regulations, and various matters related to the Executive OfficeProfessional & timely response management to all forms of guest communication; incl. routing of all incoming correspondenceMaintain excellent collaborative working relationships with colleagues and related departmentsSupport hotel social functions where required; this could be through presence at events or assisting with organization of prizes from sister properties or local partnersMaintain up to date records on courier services & update all Executive Office files including tenants, associations and generalMake travel arrangements for Senior Leadership team travelling on business where required; including expense reportsAssists with Hotel reservations and arrangements for returning guests that have a relationship with the Executive OfficeCoordinates the Hotel’s philanthropic programs specifically charitable donations, gift certificates and related monthly trackingCoordinates on-property meetings and events as required by Executive Offices which may include; corporate visits, owner meetings, industry related meetings/visits, special events, etc.; including the preparation of power point presentationsBeing the main customer service point and spokesperson for any guest feedback, responding timely and consistent to customer & third party concerns; fielding issues with operational departments; ensuring 100% replies on all Social Media & Guest Feedback platforms such as JDP Meeting Planner, VOG (TrustYou), Revinate, Facebook, Twitter, Instagram, LinkedIn, Pinterest, Tripadvisor, Expedia, Open Table, Yelp and other platforms as assignedManaging the JDP Meeting Planner / VOG (TrustYou) portal; engaging with customers regarding their feedback; establishing weekly & monthly reports and review patterns to identify areas of future focus and strategic planning; track & analyze data and trends to create strategies for improvement, while being innovative and upholding the FRHI standards.Preparing weekly customer satisfaction reports that outline the performance on various Social Media & Guest Feedback platforms as well as analyzing and sharing service & response times captured through the Royal Service platformCollaborating with operational departments to develop action plans that will allow result improvementsHighest level of integrity and ability to maintain complete confidentiality is necessaryIncluding the completion of Executive Office payroll reportsPrepare and distribute all Executive Office correspondence where requiredPreparing power point presentations for Monthly, Quarterly, and Ownership Visits, as well as for budget.Must be self-motivating and have a high degree of analytical ability and confidentialityConduct one's self in a professional manner at all times to reflect the high standards of Accor HotelsFollow all safety and sanitation policiesOther duties as assignedThis position is budgeted for $50-60k annually.
