Guest Relations Officer

**Objective**:
Guest relations should be the main link between all departments from a guest perspective. Welcoming the guests and ensuring their stay is of the highest luxury level, anticipating guests needs and offering a cousu main service

**Main Duties**:

- Attend the luxury forum on a daily basis advising team of VIP arrivals and special requests.
- Prepare arrivals for VIP guests, room allocations, welcome cards, placing gifts, preparing keys and anything else necessary
- Prepare suite, limo arrivals and express check in regular guests.
- Support and assist the Front Office team whenever necessary, especially during busy periods
- Attend the Front Office handover on a daily basis and brief ambassadors on VIP arrivals
- Communicate any special requests to the relevant departments in a timely manner
- Performs related duties and special projects as assigned.
- Liaises with all departments to ensure all guests requests are taken care off.
- Follows Sofitel standards and ensures vision is maintained at all times
- Co-operates, co-ordinates and communicates with other hotel departments as required.
- Is aware of activities taking place in the hotel and is familiar with daily functions and guest arrivals.
- Meets and greets guests in the lobby and rooms as many guests as possible.
- Assists all front office departments as necessary especially in busy times.

**Administration**
- Google guests and send VIP pictures to all departments.
- Be responsible for updating and maintaining guest history files.
- Assists in the production of monthly statistics of VIP guests by logging all relevant figures.
- Respond to all guest correspondence in a timely manner
- Ensure all comments in guest discrepancy are logged in the guest history
- Makes reservations for regular guests.
- Sends the WAEU form to first stay guests
- Complete the daily task list and handover accordingly.
- Ensure the stock levels of VIP amenities are adequate and stock recorded.
- Follows 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
- Upsell and cross sell whenever possible.
- Ensure that guests are charged accordingly for flowers, champagne etc.

**Required behaviours**
- Acknowledge and greet all guests even if you cannot assist them immediately.
- Build and maintain relationships with regular guests.
- Required to work flexible hours when needed
- Make yourself familiar with the hotel facilities and services. Assist with any queries that may need to be undertaken and at all the times maintain confidentiality, particularly in regard to guest details and records.

**Training and Human Resources Management**
- Attend all trainings scheduled.
- Train ambassadors as necessary.

**Guest Service Responsibilities**
- Receive and greet regular guests and other VIPs
- Identify individuals needs for guest history and action
- Encourage guests to complete guest’s questionnaires and note any feedback from VIPs
- Provide a cousu main service to guests and record any particular cousu main moments on the forum then creating the cousu main book.
- Entertain VIPs and Regular guests as appropriate
- Deal with guest complaints and follow up with the guest and within the hotel management.
- Register and attend to guests with specials needs

**Miscellaneous**
- Be actively involved in any Guest Relations projects.

**Health and Safety**
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others

**General Duties**

**Sofitel London St James Desired Behaviours**
- No use of personal mobile phones during shifts. Personal mobile phones must be left in your lockers during working hours.
- Provide a positive experience for all guests
- Do not gather in small groups to banter in public areas and having backs to hotel guests.
- Do not put your hands in your pockets, lean on surfaces or walls whilst standing.
- Always acknowledge guests when encountered throughout the hotel.
- Always express genuine interest in guests by smiling, making eye contact, adding energy to your voice, using guests' names.
- Be presentable, well groomed, elegant and sociable at all times.
- Be guest focused, performant, proactive, story-teller and autonomous.
- Display can do attitude at most times.,
- Be humble, authentic, generous, ethical, caring towards others, reliable, team player, curious and adaptable.
- Enthusiastic to learn, culturally aware, eye for detail, brand knowledge, professional, empathetic and gu