Guest Relations Manager

Company Description

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. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

This role is based in Sofitel London St James, and shared between Sofitel London St James and Sofitel Legend The Grand Amsterdam.

Job Description

As Guest Relations Manager in our luxury hotel, you will ensure exceptional guest experiences and maintain the hotel's reputation for excellence. By prioritising guest satisfaction, fostering positive relationships, and delivering exceptional service, you and your team play a crucial role in maintaining the high standards of Sofitel London St James. As part of your responsibilities, you will:

• Enhance the guest experience proactively across all hotel areas, anticipating and exceeding guest expectations.
• Ensure guests feel valued and welcomed throughout their stay, providing personalised services, handling special requests, and building trust through attentive and empathetic engagement.
• Manage VIP guests with particular attention to their privacy, security, and satisfaction requirements.
• Lead and hold full accountability for all team members, ensuring consistent delivery of service excellence.
• Monitor guest feedback and operational performance to drive continuous improvement and achieve satisfaction targets.
• Represent the Director of Guest Experience or Front Office Manager in their absence, providing operational support as required.
• Contribute actively to hotel operations as a key member of the management team, ensuring business targets and cost objectives are achieved.

Qualifications

Proficiency in French is strongly desired

Additional Information

Managed Hotels.