Guest Relations Executive

Job Description

The Guest Relations Executive at Sofitel London St James is responsible for delivering exceptional, personalized experiences to all guests, ensuring their stay exceeds expectations. This role involves proactively anticipating guest needs, resolving inquiries or concerns with professionalism, and fostering a welcoming, luxurious environment. The executive acts as the key liaison between guests and hotel departments, enhancing guest satisfaction, loyalty, and the overall reputation of the Sofitel brand through attentive service and meticulous attention to detail.

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 et.

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 specials needs. 

Qualifications

• Minimum of 1 years experience in luxury hospitality or guest relations.

• Exceptional communication and interpersonal skills with an international clientele.

• Strong problem-solving and conflict resolution abilities.

• Fluent in English; additional languages highly desirable.

• Excellent attention to detail and organizational skills.

• Knowledge of hotel management systems (e.g., Opera). 

• Professional, polished, and culturally aware demeanor.

• Team-oriented with a proactive and service-driven attitude.