Luxury Hotel Guest Experience Specialist

2 weeks ago

London, Greater London, United Kingdom AccorHotel Full time

Job Summary

We are seeking a highly skilled and experienced Guest Relations Executive to join our team at Accor Hotel. As a Guest Relations Executive, you will be responsible for delivering exceptional personalized service to our guests, ensuring they feel valued, cared for, and leave 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 departments to ensure all guest requests are taken care of
  • Follow Sofitel LQA and Forbes standards and maintain the hotel's vision at all times
  • Be aware of activities taking place in the hotel and familiar with daily functions and guest arrivals
  • Meet, greet, and connect with guests in the lobby
  • Escort most guests to their rooms

Administration

  • Research guests and send VIP pictures to all departments
  • Be responsible for updating and maintaining guest history files
  • Respond to 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 pre-contact
  • Complete the daily task list and handover accordingly
  • Ensure the stock levels of VIP amenities are adequate and recorded
  • Answer guest emails and calls in a professional and timely manner
  • Follow logging procedures for guest issues, engineering issues, etc.

Financial and Revenue Responsibilities

  • Promote the hotel's outlets and facilities at all times
  • Actively encourage guests to join the Accor Loyalty Scheme

Requirements

  • 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 a confident, professional, and welcoming personality

Remote Work

No

Employment Type

Full-time

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