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Guest Relations Ambassador

1 month ago

London, Greater London, United Kingdom AccorHotel Full time
Job Title: Guest Relations Executive

As a Guest Relations Executive at AccorHotel, you will be the face of our hotel, responsible for delivering exceptional personalized service to our guests. Your goal will be to ensure each guest feels valued, cared for, and leaves with a lasting positive impression of their stay.

Key Responsibilities:
  • Prepare arrivals for VIP guests to ensure a smooth and memorable stay
  • Set up decorations in the room for special occasions
  • Communicate special requests to relevant departments in a timely manner
  • Liaise with all departments to ensure guest requests are met
  • Follow Sofitel LQA and Forbes standards to maintain a high level of service
  • Be aware of hotel activities and daily functions
  • Meet, greet, and connect with guests in the lobby
  • Escort guests to their rooms
Administration:
  • Research guests and send VIP pictures to departments
  • Update and maintain guest history files
  • Respond to guest correspondence in a timely manner
  • Log guest comments and discrepancies
  • Send pre-contact emails to first-time guests
  • Complete daily task lists and handovers
  • Ensure VIP amenity stock levels are adequate
  • Answer guest emails and calls professionally
  • Follow logging procedures for guest and engineering issues
Financial and Revenue Responsibilities:
  • Promote hotel outlets and facilities
  • Encourage guests to join the Accor Loyalty Scheme
Requirements:
  • Acknowledge and greet all guests
  • Build and maintain relationships with regular guests
  • Work flexible hours when needed

Qualifications:

Previous experience in a luxury hotel, guest-facing role

Excellent telephone manners

Team player with exceptional interpersonal skills

Strong customer care skills and attention to detail

High standard of personal presentation and confident, professional personality

Remote Work: No

Employment Type: Full-time