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.

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.

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

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

Guest Relations Executive

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