Represent the Sofitel brand in the hotel lobby, providing a warm, consistent, and genuine welcome to all guests and visitors.
Act as a storyteller, sharing unique elements of the Sofitel experience and offering cultural and historical insights about the destination.
Maintain smooth daily operations by managing administrative tasks and ensuring key information is communicated to relevant teams.
Engage proactively with guests throughout their stay, gathering feedback and addressing needs.
Take ownership of guest interactions, ensuring requests and follow-up actions are completed in a timely and professional manner.
Handle guest requests, such as reservations and special services, ensuring proper follow-up and guest satisfaction.
Welcome VIP guests, coordinating smooth check-ins, luggage delivery, and personalised service.
Support the preparation and delivery of guest recognition programmes and special events.
Manage guest communication before arrival, during the stay, and after departure to ensure a seamless experience.
Build personal connections with guests, monitor arrivals and departures, and attend to individual needs throughout their stay.
Support the Front Of House team during operational peaks, assisting with check-ins, check-outs, and lobby operations as needed.
Coordinate with Housekeeping and Engineering to ensure VIP rooms and special setups meet expected standards before guest arrival.
Maintain up-to-date knowledge of the ALL loyalty programme benefits and assist members in making the most of their membership.

Guest Relations Officer

About the role