Guest Relation Agent

About Sofitel and Accor

Sofitel is part of the Accor group, a global leader in hospitality that embraces diversity and supports personal growth. By joining Accor, you embark on a journey of professional development, exploring many opportunities within the hospitality sector.

Role Overview

The Guest Relation Agent is responsible for ensuring exceptional guest experiences, starting from arrival until departure. The role involves personal recognition of guests, especially VIPs, and close coordination with hotel departments to meet guest needs and special requests.

Key Responsibilities

• Provide top-level guest satisfaction by recognizing and promptly attending to guests throughout their stay
• Ensure all guests receive their benefits consistently, with special attention to repeat and VIP guests
• Personally welcome VIP guests and maintain relations with Concierge and Butler teams for events and special services
• Prepare guest compendiums and manage system check-ins as required
• Coordinate with Airport Concierge regarding arrivals and departures
• Keep the repeat guest history system updated
• Promote sales within affiliated hotels and internal facilities
• Arrange welcome cards and amenities prior to guest arrivals
• Respond promptly to special guest requests and complaints, escalating and following up as necessary
• Verify arrival lists, room allocations, and special requirements for all guests including VIPs
• Ensure timely requisition of guest amenities
• Perform additional duties and special projects assigned by management

Qualifications and Requirements

• Bachelor’s degree in Tourism, Languages, Hospitality Management or related discipline
• Up to 3 years of experience in guest relations, hospitality, or customer service is preferred
• Familiarity with Opera or similar hotel management software
• Strong communication skills, both verbal and written, and excellent interpersonal capabilities
• Passion for outstanding guest service and a professional demeanor
• Effective organizational and multitasking skills
• Presentable with high grooming standards
• Willingness to work flexible hours including evenings and weekends
• Customer-oriented problem solver with a proactive attitude
• English fluency is required; additional languages are advantageous

Additional Details

Previous experience is considered a plus for applicants.