Job Description

Reporting to the General Manager, responsibilities and essential job functions include, but are not limited to:

• Coordinate and support special guest requests, VIP arrangements, and “Make Special Happen” moments in collaboration with departments

• Serve as the primary administrative partner to the General Manager & Hotel Manager, ensuring the efficient day-to-day operation of the Executive Office

• Personally greet and engage internal and external guests, offering a warm welcome, addressing inquiries, and ensuring seamless redirection when needed

• Act as a key point of contact for guest inquiries and concerns directed to the Executive Office; support timely, thoughtful, and personalized responses

• Partner with operational leaders to support guest recovery efforts, follow up on service opportunities, and help ensure resolution aligns with Fairmont standards

• Support guest experience initiatives by tracking, auditing, and following up on guest feedback (e.g., reviews, surveys, direct communications) to ensure accountability and continuous improvement

• Manage, prioritize, and coordinate all communications, including telephone calls, correspondence, and executive-level inquiries with professionalism and discretion

• Coordinate complex calendars, meetings, and appointments; prepare agendas, materials, and briefing notes as required

• Prepare, proofread, and manage confidential correspondence, reports, and presentations on behalf of the General Manager

• Maintain organized and confidential filing systems for correspondence, policies, standards, and sensitive matters

• Record, transcribe, and distribute meeting minutes, ensuring clear documentation and follow-up on action items

• Support cross-functional initiatives and special projects, ensuring timely execution and alignment across departments

• Maintain office operations, including supply management and administrative systems

• Uphold all departmental policies, procedures, and safety standards

• Consistently demonstrate professional, friendly, and engaging service in all interactions

• Perform other duties as assigned

Qualifications

• Previous experience in an administrative or executive support role required
• Previous hotel or hospitality experience strongly preferred
• Demonstrated ability to handle sensitive and confidential information with discretion
• Strong organizational skills with the ability to prioritize in a fast-paced, dynamic environment
• Strong written communication skills with the ability to craft professional, thoughtful, and guest-centric correspondence in a timely manner
• Exceptional interpersonal and communication skills, with a guest-focused mindset
• Proven ability to problem-solve, think critically, and support resolution of complex situations
• Proficiency in Microsoft Office applications required
• University/College degree in a related discipline an asset
• Highly responsible, reliable, and detail-oriented
• Ability to work cohesively as part of a team while also operating independently
• Ability to remain calm, professional, and solution-oriented under pressure

Additional Information

Salary Range: $80,000 to $100,000

Visa Requirements:
Must have proof of eligibility to work in the United States.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Fairmont San Francisco is an Equal Employment Opportunity Employer EEOE M/F/V/D