Guest Relations Supervisor - HWSOF-Front Office

Sofitel Heathrow - Arora Group; Hatton; On-site; GBP 32,000 - 42,000; Full time

Job summary

Sofitel Heathrow - Arora Group seeks a Guest Relations Supervisor to lead the team in delivering exceptional guest experiences and VIP service. You will welcome VIPs with warmth and professionalism, and serve as the primary contact for guests throughout their stay.

The role requires excellent communication, strong supervisory skills, and a proactive, approachable manner. Opera PMS knowledge is a plus; prior experience in a 5-star hotel is advantageous.

Qualifications

• Excellent communication skills and a high standard of written and spoken English.

Responsibilities

• Welcome VIPs in a warm, friendly, and professional way.
• Act as the main point of contact for guests throughout their stay, providing outstanding customer service.
• Address inquiries, requests, and concerns of our guests promptly and courteously.
• Empower the Guest Relations Team by fostering an inspiring service culture through development, training and coaching.
• Create opportunities to go above and beyond for our guests and make their stay memorable.

Skills

Communication skills

Supervisory skills

Written English

Spoken English

Tools

Opera PMS

Job description

Guest Relations Supervisors lead by example and inspire the team by sharing their passion for creating exceptional experiences for our guests.

• Welcome VIPs, such as heads of state, royalty, and celebrities, in a warm, friendly, and professional way.
• Act as the main point of contact for our guests throughout their stay, providing outstanding customer service.
• Address inquiries, requests, and concerns of our guests promptly and courteously.
• Empower the Guest Relations Team by fostering an inspiring service culture through development, training and coaching.
• Create opportunities to go above and beyond for our guests and make their stay memorable.
  Excellent communication skills and a high standard of written and spoken English.
• A smart and professional appearance.
• Strong supervisorial and motivational skills.
• Most of all, you will have an approachable, positive, and proactive manner.
• Experience in a similar role within a 5-star hotel is a significant advantage.
• Knowledge of Opera PMS is a plus.
  Sofitel Heathrow is an award-winning hotel that is the perfect blend of style and convenience. With 605 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours. Our luxurious hotel is connected to terminal 5 and has spa and fitness facilities. The 45 meeting rooms include a flexible ballroom accommodating up to 1,300 delegates.