Guest Relations Agent

A true ambassador of elegance and hospitality, the Guest Relations Agent at Sofitel embodies the excellence of luxury service. Their primary mission is to enhance the stay of every guest, especially VIP clients and loyalty members. Under the supervision of their manager, they anticipate every desire, exceed expectations, and create bespoke, tailor-made experiences to showcase the prestige and refinement of the establishment.

Main Missions:

• Welcoming guests according to 5-star standards, ensuring ultra-personalized follow-up throughout their stay and precisely executing welcome touches (handwritten notes, personalized gifts) in coordination with Housekeeping and Catering.
• Gathering customer feedback daily, handling complex requests and resolving delicate situations with absolute tact and immediate responsiveness to guarantee a seamless stay.
• Accurately enter customer profiles and preferences into the hotel management system (PMS).
• Refer directly to the Guest Relations Coordinator and the Guest Relations Supervisor for operational management and follow-up of VIP files.
• Transmit major incident reports, satisfaction indicators and critical cases to your superiors.

Desired Candidate Profile

Previous successful experience in luxury (5-star) hotels, with a perfect mastery of its codes and standards.

Proven ability to work in a hierarchical and dynamic team structure.

Perfect and fluent command of English, French and Arabic.

Impeccable presentation, natural elegance and excellent written expression for drafting client correspondence.

An innate passion for high-end service, a great attention to detail, absolute discretion and a strong ability to listen in order to build an immediate bond of trust with a demanding clientele.