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- Tasks: Deliver exceptional experiences to guests and ensure their stay exceeds expectations.
- Company: Join the luxurious Sofitel London St James, part of a global hospitality group.
- Benefits: Competitive salary, bonuses, free stays, and discounts at Accor properties worldwide.
- Why this job: Be the face of luxury hospitality and create memorable moments for guests.
- Qualifications: 1 year in luxury hospitality, strong communication skills, and a service-driven attitude.
- Other info: Enjoy exceptional training, global growth opportunities, and fun social events.
The predicted salary is between 30000 - 42000 £ per year.
Company DescriptionAt 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 DescriptionGuest 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
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
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Guest Relations Executive employer: Sofitel
Contact Detail:
Sofitel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Executive
✨Tip Number 1
Get to know the company inside out! Research Sofitel's values, culture, and what makes them stand out in luxury hospitality. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn, attend industry events, or join hospitality forums. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to guest relations. Think about how you'd handle specific situations, as this role is all about providing exceptional service and resolving issues.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Sofitel family and ready to deliver those luxurious experiences.
We think you need these skills to ace Guest Relations Executive
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your passion for guest relations and hospitality.
Tailor Your Application: Make sure to tailor your application specifically for the Guest Relations Executive role at Sofitel. Highlight your relevant experience and skills that match the job description. We love seeing how you can contribute to our luxurious environment!
Be Detail-Oriented: Attention to detail is key in this role, so make sure your application reflects that. Double-check for any typos or errors, and ensure your formatting is clean and professional. This shows us you care about the little things!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Sofitel
✨Know the Sofitel Brand
Before your interview, take some time to research the Sofitel brand and its values. Understand what sets it apart in the luxury hospitality sector. This knowledge will help you demonstrate your alignment with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Guest Relations Skills
Prepare specific examples from your past experiences where you've excelled in guest relations. Highlight situations where you anticipated guest needs or resolved complaints effectively. This will illustrate your problem-solving abilities and your commitment to providing exceptional service.
✨Practice Your Communication Style
As a Guest Relations Executive, strong communication skills are key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common scenarios you could face in the role, such as greeting VIP guests or handling special requests, to showcase your interpersonal skills.
✨Ask Insightful Questions
At the end of your interview, be ready to ask thoughtful questions about the role and the hotel. Inquire about how they measure guest satisfaction or what the team culture is like. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
