Guest Relations Manager

Guest Relations Manager

Accor Sofitel New York – Guest Relations Manager position focused on delivering outstanding guest experiences by building strong relationships and ensuring operational excellence.

• Primary liaison between guests and Accor Sofitel.
• Participate in New Hire Orientation and daily staff line ups.
• Review arrivals/departures to research guest information and update profiles in Opera.
• Communicate with Sales and Marketing about arriving guests of interest.
• Prepare VIP reports and distribute to executive office; assign VIP rooms and coordinate with all departments.
• Assist staff with all front office responsibilities including break coverage and MOD duties.
• Encourage open communication channels among Sofitel New York Rooms division.
• Coordinate day bookings with Reservations; block rooms for VIPs, groups and specific allocations; upsell opportunities.
• Prepare VIP amenity requests; ensure proper delivery and tracking.
• Assist merging profiles and maintain proper vibe in public areas.
• Address guest complaints; become guest ally; conduct room inspections for VIP arrivals.
• Other duties as requested by Director of Guest Relations and Director of Front Office.

• Cover FOM shifts when needed.
• Develop and maintain operational standards for all front office areas.
• Support hotel programs, policies and procedures.
• Foster positive team environment focused on the guest.
• Build morale and spirit aligned with cultural aspects.
• Respond to emergencies and safety situations involving guests.
• Participate in meetings and handle projects proactively.
• Review and obtain employee feedback.

• Passionate approach to customer service with a positive attitude.
• Excellent organizational, verbal, and written communication skills.
• Experience handling administrative and hotel-related tasks independently.
• Ability to use property management and reservation systems.
• Must work nights, weekends, and holidays; ability to travel for training.

• Multi-lingual.
• Prior work experience in hospitality or related fields.
• College degree or current studies in hospitality, business, or management.

$70,000 – $75,000 annually.