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SOFITEL Logo SOFITEL · Hospitality and Tourism

Guest Relations Executive

United Kingdom, London · Job Posted June 17, 2026
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Job 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 Responsibility

  • 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
  • Perform 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
  • Assist all front office departments as necessary, especially in busy times
  • Google guests and send VIP pictures to all departments
  • Be responsible for updating and maintaining guest history files
  • Assist 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
  • 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
  • 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

Requirements

  • 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

Nice to have

  • Additional languages (especially French)
  • Knowledge of hotel PMS systems (e.g., Opera or similar)
  • Background in hospitality or a related field

What we offer

  • Competitive Salary
  • departmental incentives
  • loyalty bonus of £1,300
  • Employee Benefit Card – Discounted rates at Accor properties worldwide
  • Free Stays in the UK or Ireland (4 nights/year)
  • 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
  • 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
  • Social Events and Activities
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