Guest Relations Executive

2 months ago

London, United Kingdom AccorHotel Full time

As a Guest Relations Executive youll be at the very heart of our hotel responsible for delivering exceptional personalised service ensuring each guest feels valued cared for and leaves with a lasting positive impression of their stay.

What you will do

  • Prepare arrivals for VIP guests to ensure they have a smooth and memorable stay
  • Set up decorations in the room when guests are coming for a special occasion
  • Communicate any special requests to the relevant departments in a timely manner
  • Liaise with all departments to ensure all guests requests are taken care off
  • Follow Sofitel LQA and Forbes standards and ensures vision is maintained at all times
  • Be aware of activities taking place in the hotel and is familiar with daily functions and guest arrivals
  • Meet greet and connect with guests in the lobby
  • Escort most of our guests to their rooms

Administration

  • Google guests and send VIP pictures to all departments
  • Be responsible for updating and maintaining guest history files
  • Respond to all guest correspondence in a timely manner
  • Ensure all comments in guest discrepancy are logged in the guest history
  • Send an email to first time guests as a precontact
  • Complete the daily task list and handover accordingly.
  • Ensure the stock levels of VIP amenities are adequate and stock recorded
  • Answer guests emails and calls 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

We expect that you

  • Acknowledge and greet all guests even if you cannot assist them immediately.
  • Build and maintain relationships with regular guests.
  • Work flexible hours when needed

Qualifications :

Previous experience in a Luxury hotel in a position that was in contact with guests

Possess great telephone manners.

Be a team player who is an avid learner adaptable and has exceptional interpersonal skills

Excellent communication skills both written and spoken

Strong customer care skills with excellent attention to detail

A high standard of personal presentation with confident professional and welcoming personality

Remote Work :

No

Employment Type :

Fulltime

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