Guest Relations Executive

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

As a Guest Relations Executive you will act and interact with guests and ambassadors in a way that will create a legendary experience in accordance with the Sofitel Values; Open Mindedness, Generosity, Elegance, Excellence, Joie de Vivre.

What you will do?

• Prepare arrivals for VIP guests to ensure they have a smooth and memorable stay
• Set up decorations in the room when guests are coming for a special occasion
• Communicate any special requests to the relevant departments in a timely manner
• Liaise with all departments to ensure all guests requests are taken care off
• Follow Sofitel, LQA and Forbes standards and ensures vision is maintained at all times
• Be aware of activities taking place in the hotel and is familiar with daily functions and guest arrivals
• Meet, greet and connect with guests in the lobby
• Escort most of our guests to their rooms

Administration

• Google guests and send VIP pictures to all departments
• Be responsible for updating and maintaining guest history files
• Respond to all guest correspondence in a timely manner
• Ensure all comments in guest discrepancy are logged in the guest history
• Send an email to first time guests as a pre-contact
• Complete the daily task list and handover accordingly.
• Ensure the stock levels of VIP amenities are adequate and stock recorded
• Answer guests emails and calls 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.

We expect that you

• Acknowledge and greet all guests even if you cannot assist them immediately.
• Build and maintain relationships with regular guests.
• Work flexible hours when needed

About You:

• Previous experience in a Luxury hotel, in a position that was in contact with guests

• Possess great telephone manners.

• A quick learner with a personable personality.

• Be a team player who is an avid learner, adaptable and has exceptional interpersonal and communication skills.

• Excellent communication skills both written and spoken

• Strong customer care skills, with excellent attention to detail

• A high standard of personal presentation with confident, professional and welcoming personality

Discover a world of unparalleled perks tailored just for you:

• Competitive Salary, Departamental incentives and a Loyalty bonus of £1.300 per year.
• 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.
• Make a Difference with Corporate Social Responsibility and be a part of positive change.
• Social Events and Activities.

And that's just the beginning! Join us and let your professional journey be an unforgettable adventure!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit: https://careers.accor.com/