Guest Relations officer

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Key Responsibilities:

• Represent the Sofitel brand in the hotel lobby, providing a warm, consistent, and genuine welcome to all guests and visitors.
• Act as a storyteller, sharing unique elements of the Sofitel experience and offering cultural and historical insights about the destination.
• Maintain smooth daily operations by managing administrative tasks and ensuring key information is communicated to relevant teams.
• Engage proactively with guests throughout their stay, gathering feedback and addressing needs.
• Take ownership of guest interactions, ensuring requests and follow-up actions are completed in a timely and professional manner.
• Handle guest requests, such as reservations and special services, ensuring proper follow-up and guest satisfaction.
• Welcome VIP guests, coordinating smooth check-ins, luggage delivery, and personalised service.
• Support the preparation and delivery of guest recognition programmes and special events.
• Manage guest communication before arrival, during the stay, and after departure to ensure a seamless experience.
• Build personal connections with guests, monitor arrivals and departures, and attend to individual needs throughout their stay.
• Support the Front Of House team during operational peaks, assisting with check-ins, check-outs, and lobby operations as needed.
• Coordinate with Housekeeping and Engineering to ensure VIP rooms and special setups meet expected standards before guest arrival.
• Maintain up-to-date knowledge of the ALL loyalty programme benefits and assist members in making the most of their membership.

Skills & Qualifications:

The ideal candidate for this position will have the following experience and qualifications:

• Friendly, approachable, and engaging, with a strong ability to connect with people from diverse backgrounds.
• Knowledgeable and passionate about hospitality, with a keen interest in travel, culture, and the local area.
• Excellent communication skills, both verbal and written, with fluency in English and Russian (additional languages are a plus).
• Works effectively as part of a team and collaborates closely with all departments to deliver a seamless guest experience.
• Previous experience in luxury hospitality, with strong interpersonal skills and a proactive approach to guest service.
• Ability to handle guest concerns with discretion, professionalism, and ownership.
• Detail-oriented, organised, and able to handle multiple tasks while maintaining a high level of professionalism.
• Adaptable and flexible, capable of working evenings, weekends, and public holidays as needed.
• Well-groomed and professional appearance.

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus