Executive Office Manager

Company Description

Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. And we will empower you to bring ideas to elevate our services, creating personalised experiences for guests. Help them to feel special, and we will do the same for you.

What is in it for you:

• Employee Discount Travel Program
• Employee Assistance Program (EAP)
• Extended healthcare plan coverage
• Opportunity to develop your talent and grow with the Company
• Ability to make a difference through our Corporate Social Responsibility activities

Job Description

What you will be doing:

• Consistently offer professional, engaging and friendly service; managing guest and colleague needs as required
• Follow departmental policies, procedures and service standards
• Ensure that the Executive Office atmosphere is maintained as an organized and welcoming environment for all Heartists and guests of Sofitel New York
• Ensuring the effective scheduling of administrative support, i.e. coverage for days off, statutory holidays and annual vacation
• Administering 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 Office
• Professional & timely response management to all forms of guest communication; incl. routing of all incoming correspondence
• Maintain excellent collaborative working relationships with colleagues and related departments
• Support hotel social functions where required; this could be through presence at events or assisting with organization of prizes from sister properties or local partners
• Maintain up to date records on courier services & update all Executive Office files including tenants, associations and general
• Make travel arrangements for Senior Leadership team travelling on business where required; including expense reports
• Assists with Hotel reservations and arrangements for returning guests that have a relationship with the Executive Office
• Coordinates the Hotel’s philanthropic programs specifically charitable donations, gift certificates and related monthly tracking
• Coordinates 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 presentations
• Being 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 assigned
• Managing 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 platform
• Collaborating with operational departments to develop action plans that will allow result improvements
• Highest level of integrity and ability to maintain complete confidentiality is necessary
• Including the completion of Executive Office payroll reports
• Prepare and distribute all Executive Office correspondence where required
• Preparing 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 confidentiality
• Conduct one's self in a professional manner at all times to reflect the high standards of Accor Hotels
• Follow all safety and sanitation policies
• Other duties as assigned
• This position is budgeted for $50-60k annually.

Qualifications

• Minimum of 3 years administration experience, Luxury Hotel experience strongly preferred<