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.

Job Description

We are currently seeking an exceptional Guest Relations Manager to join our superb team here at Sofitel London St James. In this exciting opportunity you will:

• Champion the guest service function within the hotel, working closely with all teams to ensure a seamless experience for guests.
• Drive the Guest Relations team to exceed guest expectations and deliver exceptional service in line with Sofitel, LQA  and Forbes standards.
• Take a proactive approach to enhance the guest experience across all areas of the hotel, anticipating and exceeding guest expectations.
• Analyse guest feedback and online platforms to provide strategic direction for continual improvement and achievement of guest satisfaction targets.
• Actively participate in hotel operations as a key member of the management team, working towards achieving business targets.
• Serve as an active liaison during refurbishment programmes to ensure minimal guest disruption.
• Collaborate with the Hotel Manager, Engineering and the Director of Guest Experience in driving the rooms/food and beverage refurbishment programme.
• Ensure full ownership and accountability of all team members, fostering a culture of excellence and continuous improvement.
• Monitor and control costs, striving to achieve business targets set within the business plan.

Qualifications

• Bachelor's degree in hospitality management or a related field preferred.
• Experience in guest relations or front office management, preferably within the luxury hotel industry.
• Demonstrated leadership prowess with the ability to inspire and motivate a team towards shared goals.
• Excellent communication, problem-solving, and analytical skills.
• Familiarity with LQA and Forbes standards, operating policies, and procedures.
• Proven track record of enhancing guest satisfaction and achieving business targets.
• Fluency in English is essential; proficiency in French or any additional languages is advantageous.

Additional Information

Discover a world of unparalleled perks tailored just for you:

• Competitive Salary and Performance-based bonus.
• Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
• Employee Benefit Card – Discounted rates at Accor properties worldwide.
• Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
• Complimentary Meals While on Duty.
• Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
• Be Part of the Largest Hospitality Group in Europe.
• Exceptional Training and Development Opportunities through Apprenticeship Program.
• Global Growth Opportunities.
• Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
• Social Events and Activities.

And that's just the beginning! Join us and let your professional journey be an unforgettable adventure!

 

Do what you love, care for the world, dare to challenge the status quo!  #BELIMITLESS

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit:  https://careers.accor.com/