Guest Relations Executive

Sofitel; Greater London; Sur place; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Loyalty bonus £1,300

Employee discount – Accor properties

Résumé du poste

Sofitel London St James is seeking a guest relations professional to ensure every stay is luxury-level, with a focus on VIP arrival management, personalised welcomes, and seamless front-office coordination. You will anticipate guest needs and execute cousu main moments to elevate the guest experience at all touchpoints.

As part of a five-star team, you will uphold Sofitel's standards, handle VIP requests with discretion, and collaborate across departments to deliver flawless service for every

Qualifications

• Experience in guest relations or front office within a luxury hotel.
• Knowledge of luxury service standards and guest engagement.
• Experience handling VIP guests, complaints, and special requests with discretion and professionalism.
• Fluent English is essential; French desirable.

Responsabilités

• Attend the luxury forum daily advising team of VIP arrivals and special requests.
• Prepare arrivals for VIP guests, room allocations, welcome cards, and gifts.
• Prepare suites, limo arrivals and express check-in for regular guests.
• Support Front Office and other departments during busy periods.
• Attend Front Office handover daily and brief Heartists on VIP arrivals.
• Liaise with departments to ensure guest requests are addressed promptly.

Connaissances

Guest relations

VIP handling

Discretion

Fluent English

French desirable

Outils

Opera PMS

Description du poste

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.

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.