Location
London

Hours
Shift work including weekends and public holidays

Salary
Negotiable

About the Role
At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. As a Guest Relations Executive, you will be the main link between all departments from a guest perspective, welcoming guests and ensuring their stay is of the highest luxury level. You will anticipate guests' needs and offer a cousu main service, creating memorable and personalised experiences.

Your responsibilities include attending the luxury forum daily to advise the team of VIP arrivals and special requests, preparing arrivals for VIP guests including room allocations, welcome cards, gifts, keys, and anything else necessary. You will prepare suites, limo arrivals, and express check-in for regular guests. Supporting and assisting the Front Office team during busy periods, attending daily handovers, and briefing Heartists on VIP arrivals are key parts of your role.

You will communicate special requests to relevant departments promptly, liaise with all departments to ensure guest requests are fulfilled, and maintain Sofitel standards and vision at all times. Greeting guests in the lobby and escorting them to their rooms, assisting front office departments when needed, and being aware of hotel activities and daily functions are also essential duties.

Providing exceptional guest service, you will receive and greet regular guests and VIPs, identify individual needs through guest history, encourage completion of guest questionnaires, and record cousu main moments. You will entertain VIPs and regular guests appropriately, handle guest complaints with professionalism, and follow up with both guests and hotel management.

Join a team that prides itself on creating a playfully elegant and meaningful experience for guests and colleagues alike, fostering a workplace culture that values diversity, professional growth, and individual contributions.

Experience
Previous experience in guest relations, front office, or customer service within a luxury hotel or five-star hospitality environment is essential. Strong understanding of luxury service standards and guest engagement is required. Experience handling VIP guests, complaints, and special requests with discretion and professionalism is expected. Knowledge of hotel PMS systems (e.g., Opera or similar) is highly desirable. A background in hospitality or a related field is an advantage.

About you
Fluent English is essential, with additional languages (especially French) highly desirable. You must be able to work shifts, weekends, and public holidays. Impeccable grooming and presentation reflecting Sofitel’s luxury brand image are required. You should be passionate about delivering excellence and able to thrive in a supportive and inclusive team environment.

Qualifications
Relevant qualifications in hospitality or related fields are advantageous but not mandatory. A commitment to continuous professional development and a positive attitude towards learning and growth are important.