Guest Relations Executive

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.

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.

• 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.
• Additional…