As a Guest Relations Executive, you'll be at the very heart of our hotel, responsible for delivering exceptional, personalised service, ensuring each guest feels valued, cared for, and leaves with a lasting positive impression of their stay.

What you will do?

• Prepare arrivals for VIP guests to ensure they have a smooth and memorable stay
• Set up decorations in the room when guests are coming for a special occasion
• Communicate any special requests to the relevant departments in a timely manner
• Liaise with all departments to ensure all guests requests are taken care off
• Follow Sofitel, LQA and Forbes standards and ensures vision is maintained at all times
• Be aware of activities taking place in the hotel and is familiar with daily functions and guest arrivals
• Meet, greet and connect with guests in the lobby
• Escort most of our guests to their rooms

Administration

• Google guests and send VIP pictures to all departments
• Be responsible for updating and maintaining guest history files
• Respond to all guest correspondence in a timely manner
• Ensure all comments in guest discrepancy are logged in the guest history
• Send an email to first time guests as a pre-contact
• Complete the daily task list and handover accordingly.
• Ensure the stock levels of VIP amenities are adequate and stock recorded
• Answer guests emails and calls in a professional and timely manner
• Follow 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

We expect that you

• Acknowledge and greet all guests even if you cannot assist them immediately.
• Build and maintain relationships with regular guests.
• Work flexible hours when needed