Guest Relations Ambassador

The Guest Relations Associate is responsible for creating memorable and personalized experiences for guests throughout their stay. The role focuses on ensuring guest satisfaction, handling guest requests and concerns efficiently, and maintaining the luxury service standards of Sofitel. The associate acts as a key point of contact for VIP guests, long-stay guests, and all special arrivals while promoting the brand’s French art de vivre and hospitality values. Key Responsibilities Welcome guests warmly upon arrival and ensure smooth check-in and check-out experiences. Maintain a visible presence in the lobby and public areas to interact with guests proactively. Handle guest feedback, complaints, and service recovery professionally and promptly. Coordinate special arrangements for VIPs, repeat guests, honeymooners, birthdays, anniversaries, and group arrivals. Ensure guest preferences and profiles are updated accurately in the hotel system. Liaise with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to fulfill guest requests efficiently. Conduct courtesy calls and follow-ups to ensure guest satisfaction during the stay. Assist in maintaining high guest review scores and online reputation standards. Monitor arrivals, departures, room allocations, and special requests daily. Support loyalty program recognition and promote hotel facilities and services. Prepare daily reports related to guest feedback, VIP movements, and operational updates. Ensure adherence to Sofitel luxury service standards, grooming policies, and operational procedures. Bachelor’s degree or diploma in Hospitality Management or related field preferred. 1–3 years of experience in Front Office or Guest Relations within a luxury hotel environment preferred. Freshers with excellent communication and hospitality attitude may also be considered.