Guest Relations Executive

• 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
• 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
• 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

• 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
• Ability to work shifts, weekends, and public holidays
• Impeccable grooming and presentation, reflecting Sofitel’s luxury brand image

Additional languages (especially French) are highly desirable

• 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)
• 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