Sofitel
Guest Relations Executive
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Company 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 Description
Guest relations is the main link between all departments from a guest perspective. Welcoming the guests and ensuring their stay is of the highest luxury level, anticipating guests needs and offering a cousu main service.
Responsibilities
- 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.
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Administration
- 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.
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.
Guest Service Responsibilities
- 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 special needs
Qualifications
- 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
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Additional Information
Discover a world of unparalleled perks tailored just for you:
- 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) – 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.
- Social Events and Activities.
Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.
Let your passion shine, visit careers.accor.com
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