Guest Relations Executive

Job description

Company Description

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

Job Description

Guest relations is the main link between all departments from a guest perspective. Welcoming the guests and ensuring their stay is of the highest luxury level, anticipating guests needs and offering a cousu main service.

Responsibilities

·  Attend the luxury forum on a daily basis advising team of VIP arrivals and special requests.
·  Prepare arrivals for VIP guests, room allocations, welcome cards, placing gifts, preparing keys and anything else necessary.
·  Prepare suite, limo arrivals and express check in regular guests.
·  Support and assist the Front Office team whenever necessary, especially during busy periods.
·  Attend the Front Office handover on a daily basis and brief Heartists on VIP arrivals.
·  Communicate any special requests to the relevant departments in a timely manner.
·  Performs related duties and special projects as assigned.
·  Liaise with all departments to ensure all guests requests are taken care off.
·  Follow Sofitel standards and ensures vision is maintained at all times.
·  Co-operate, co-ordinate and communicate with other hotel departments as required.
·  Be aware of activities taking place in the hotel and be familiar with daily functions and guest arrivals.
·  Meet and greet guests in the lobby and escort as many guests as possible to their room.
·  Assists all front office departments as necessary, especially in busy times.

Administration

·  Google guests and send VIP pictures to all departments.
·  Be responsible for updating and maintaining guest history files.
·  Assists in the production of monthly statistics of VIP guests by logging all relevant figures.
·  Respond to all guest correspondence in a timely manner.
·  Ensure all comments in guest discrepancy are logged in the guest history
·  Make reservations for regular guests.
·  Send the WAEU form to first stay guests.
·  Complete the daily task list and handover accordingly.
·  Ensure the stock levels of VIP amenities are adequate and stock recorded.
·  Answer guests emails in a professional and timely manner.
·  Follow logging procedures guest issues, engineering issues etc.

Financial and Revenue Responsibilities

·  Promote the hotel outlets and facilities first and foremost at all times.
·  Actively encourage guests to join the membership of an Accor Loyalty Scheme.
·  Upsell and cross sell whenever possible.
·  Ensure that guests are charged accordingly for flowers, champagne etc.

Guest Service Responsibilities

·  Receive and greet regular guests and other VIPs.
·  Identify individuals needs for guest history and action.
·  Encourage guests to complete guest’s questionnaires and note any feedback from VIPs.
·  Provide a cousu main service to guests and record any particular cousu main moments on the forum then creating the cousu main book.
·  Entertain VIPs and Regular guests as appropriate.
·  Deal with guest complaints and follow up with the guest and within the hotel management.
·  Register and attend to guests with specials needs

Qualifications

· 
Previous experience in guest relations, front office, or customer service within a luxury hotel or five-star hospitality environment

· 
Strong understanding of luxury service standards and guest engagement

· 
Experience handling VIP guests, complaints, and special requests with discretion and professionalism

· 
Knowledge of hotel PMS systems (e.g., Opera or similar) is highly desirable

· 
Background in hospitality or a related field is an advantage

· 
Fluent English is essential

· 
Additional languages (especially French) are highly desirable

· 
Ability to work shifts, weekends, and public holidays

· 
Impeccable grooming and presentation, reflecting Sofitel’s luxury brand image

Additional Information

Discover a world of unparalleled perks tailored just for you:

·  Competitive Salary, departmental incentives and a loyalty bonus of £1,300. 
·  Employee Benefit Card – Discounted rates at Accor properties worldwide.
·  Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
·  Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
·  Complimentary Meals While on Duty.
·  Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
·  Be Part of the Largest Hospitality Group in Europe.
·  Exceptional Training and Development Opportunities through Apprenticeship Program.
·  Global Growth Opportunities.
·  Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
·  Social Events and Activities.

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

Let your passion shine, visit  careers.accor.com