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 is 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 is 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
* 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 incentivesand a loyaltybonus 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 recogniseyour contribution with a variety of benefits, rewards and developmentopportunities. We also offer a range of wellbeing initiatives, including appswith content to help you feel at your best. Join us, and you can thrive as anindividual as well as being part of a supportive and inclusive team.
Let your passion shine, visit careers.accor.com
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