Guest Relations Ambassador at Sofitel in Mumbai, Maharashtra, IN

Company Description

Join us at Accor, where life pulses with **passion!**​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart **,**​

Join us and become a Heartist ®.

Job Description

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.

Qualifications

• 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.