Guest Relations Officer

Key Responsibilities:

• Represent the Sofitel brand in the hotel lobby providing a warm consistent and genuine welcome to all guests and visitors.
• Act as a storyteller sharing unique elements of the Sofitel experience and offering cultural and historical insights about the destination.
• Maintain smooth daily operations by managing administrative tasks and ensuring key information is communicated to relevant teams.
• Engage proactively with guests throughout their stay gathering feedback and addressing needs.
• Take ownership of guest interactions ensuring requests and follow-up actions are completed in a timely and professional manner.
• Handle guest requests such as reservations and special services ensuring proper follow-up and guest satisfaction.
• Welcome VIP guests coordinating smooth check-ins luggage delivery and personalised service.
• Support the preparation and delivery of guest recognition programmes and special events.
• Manage guest communication before arrival during the stay and after departure to ensure a seamless experience.
• Build personal connections with guests monitor arrivals and departures and attend to individual needs throughout their stay.
• Support the Front Of House team during operational peaks assisting with check-ins check-outs and lobby operations as needed.
• Coordinate with Housekeeping and Engineering to ensure VIP rooms and special setups meet expected standards before guest arrival.
• Maintain up-to-date knowledge of the ALL loyalty programme benefits and assist members in making the most of their membership.

Qualifications :

Skills & Qualifications:

The ideal candidate for this position will have the following experience and qualifications:

• Friendly approachable and engaging with a strong ability to connect with people from diverse backgrounds.
• Knowledgeable and passionate about hospitality with a keen interest in travel culture and the local area.
• Excellent communication skills both verbal and written with fluency in English (additional languages are a plus).
• Works effectively as part of a team and collaborates closely with all departments to deliver a seamless guest experience.
• Previous experience in luxury hospitality with strong interpersonal skills and a proactive approach to guest service.
• Ability to handle guest concerns with discretion professionalism and ownership.
• Detail-oriented organised and able to handle multiple tasks while maintaining a high level of professionalism.
• Adaptable and flexible capable of working evenings weekends and public holidays as needed.
• Well-groomed and professional appearance.

Remote Work :

No

Employment Type :

Full-time