At a Glance
- Tasks: Welcome guests and ensure their stay is luxurious and memorable.
- Company: Join Sofitel London St James, where luxury meets playful indulgence.
- Benefits: Competitive salary, free stays, discounts, and exceptional training opportunities.
- Other info: Join a diverse team with global growth opportunities and wellbeing initiatives.
- Why this job: Be the heart of guest experiences and create enchanting memories.
- Qualifications: Experience in luxury hospitality and a passion for guest service.
The predicted salary is between 23625 - 28875 £ per year.
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.
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.
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Guest Relations Executive employer: Sofitel
Sofitel in the United Kingdom offers an exceptional work environment for those passionate about luxury hospitality. With a strong emphasis on employee growth and development, team members benefit from comprehensive training programmes and opportunities for career advancement. The collaborative and supportive culture fosters a sense of belonging, making it an ideal place for individuals looking to thrive in a prestigious hotel setting.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Executive
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Sofitel. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Sofitel
Don't be shy about reaching out to Sofitel directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Relations Executive
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Sofitel and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Sofitel
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
