Arbetsbeskrivning

Sheraton Stockholm Hotel is an iconic property centrally located in Stockholm, offering 463 newly  renovated guest rooms, a vibrant food and beverage scene as well as a top-of-the-line meeting space.  To ensure that our guests experience our new hotel identity in the best possible way, we are now looking  for a Guest Relations Agent to join our team. In this role, we are looking for someone who is service-minded, confident, and highly guest-focused. You are naturally present, approachable, and take pride in being visible on the floor. You enjoy connecting with people and creating moments that guests  remember long after they leave.   Role Overview  As a Guest Relations Agent, you are the face of the hotel and a natural host at the heart of the guest  experience. Visible, approachable, and intuitive, you are the go-to person for our guests, creating a  sense of ease and connection from even before they arrive. Working actively from the lobby and all guest public areas, you engage with guests throughout their stay,  offering thoughtful assistance, anticipating needs, and turning everyday interactions into memorable  WOW moments. With genuine warmth, attention to detail, and a strong sense of ownership, you ensure  that every guest feels seen, welcomed, and cared for, delivering service that is personal, effortless, and  true to our lifestyle driven hotel culture.   Responsibilities  • Act as the face of the hotel and primary point of contact for guests, being visibly present in the  lobby and public areas to proactively engage and assist. • Provide a warm, professional welcome and comprehensive information about the hotel to guests  before arrival and throughout their stay, ensuring a strong first impression aligned with our  brand. • Be approachable and available to handle guest questions, requests, and concerns in real time,  creating seamless and personalized experiences. • Assist in coordinating welcome amenities for guests according to VIP level and special  occasions. • Be fully knowledgeable about all in-house and arriving guests, daily hotel events, and any  situations that may impact the guest experience. • Handle and follow up on guest requests efficiently, working closely with other departments to  ensure smooth delivery. • Support the preparation and welcoming of VIP guests, ensuring their stay reflects their  preferences and exceeds expectations. • Engage with guests throughout their stay to anticipate needs, build rapport, and create  memorable WOW moments. • Handle guest feedback and complaints with professionalism and empathy, following service  recovery procedures and escalating when appropriate. • Maintain accurate records of guest preferences, special requests, and feedback in our  systems. • Work closely with Front Office, Housekeeping, F&B, and other departments to ensure a  consistent and high-quality guest experience. • Support the Guest Relations Supervisor and Head of Guest Experience in daily operations and  guest experience initiatives               Qualifications  • Minimum 1–2 years of experience in a hotel or service-related industry, preferably in a guest-facing or customer service role. • Strong passion for hospitality and confidence in engaging with guests in a natural and  professional manner. • Excellent communication and interpersonal skills, with a proactive and solution-oriented  mindset. • Ability to multitask, stay organized, and remain calm in a fast-paced environment. • Experience with hotel management systems (e.g. Opera, Protel) and Microsoft Office is an  advantage. • Impeccable grooming and professional appearance aligned with our brand standards. • Friendly, approachable, and confident personality with a natural sense of ownership. • Full proficiency in English and Swedish; additional languages are an advantage. • Flexibility to work varied shifts and hours according to business needs.   We offer  • Full-time position following the 6-month probation period. • We adhere to HRF collective agreements. • Chance of being part of one of the biggest renovation and re-positioning projects in Stockholm's  hotel scene • Employment in a company with great opportunities for growth, where our core value is "Putting  People First" • A dynamic and inclusive work environment • Employee discounted rates at over 8500+ hotels worldwide • A warm team culture that values authenticity, teamwork, and pride in service • The opportunity to shape meaningful guest experiences at one of Stockholm’s premier hotels The Sheraton brand, established in 1937, has been synonymous with excellence in hospitality. The Sheraton Stockholm Hotel, opened in 1971 as the first international 5 star hotel in Stockholm, and it’s an icon in Sweden’s capital city. As part of Marriott International, Sheraton Stockholm Hotel is providing guests with thoughtful amenities, contemporary accommodation, and the best city center location. Our commitment to sustainability aligns with our owner Archer Hotel Managements ethos, making us a unique choice for conscientious travelers. Redefining the Essence of Hospitality We have recently started our much-anticipated renovation journey at Sheraton Stockholm. This marks the beginning of our mission to redefine the essence of hospitality. We will transform all our spaces, hotel rooms, implement new food and beverage concepts and expand our gym and wellness. As we embark on this transformation, we are seeking the best industry people to join our team. About Archer Hotel Management Archer Hotel Management (AHM) is the operational arm of Archer Hotel Capital (AHC), committed to pioneering sustainable management of upscale and luxury hotels in Europe. AHM is dedicated to making a 'world of difference,' empowering teams to foster entrepreneurial cultures and deliver operational excellence. Our commitment includes achieving net zero carbon emissions by 2030 and gaining third-party certification for sustainable practices.