Guest Experience Agent

Job Description

A career that lets your passion shine:

• Welcome and greet guests warmly on arrival, creating a positive first impression from the moment they step into the hotel
• Deliver efficient and accurate check-in and check-out services using Opera Cloud & ACDC, responding promptly to guest enquiries and requests
• Share accurate and helpful information on hotel facilities, amenities and local attractions
• Maintain guest account records with precision, processing cash and card transactions securely and ensuring timely, accurate posting of charges
• Handle all incoming calls courteously and professionally, documenting and relaying guest messages, reservations and special requests
• Act as a liaison between guests and Reservations, Concierge, Housekeeping and F&B teams to ensure seamless service delivery
• Promote the ALL – Accor Live Limitless loyalty program, hotel facilities and services, maximising sales through recommendations, upselling and cross-selling
• Uphold stringent security protocols and hotel SOPs to safeguard guest confidentiality and safety at all times

Qualifications

What you will bring to the role:

• A genuine passion for luxury hospitality and creating exceptional guest experiences
• A luxury attitude — humble excellence, elevated emotional intelligence and a distinguished presence
• Strong communication and interpersonal skills, with a warm and professional phone manner
• The ability to manage multiple tasks in an organised and efficient manner within a fast-paced environment
• Experience with Opera Cloud or a similar property management system (advantageous)
• Openness to feedback, continuous improvement and ongoing development with the Sofitel brand
• Flexibility to work a rotating roster, including weekends and public holidays, in line with guest needs

Additional Information

Thrive in our Sofitel Gold Coast Broadbeach community: 

• A chef prepared meal complimentary on every shift
• Laundered uniforms to have you looking and feeling your best
• A complimentary Sofitel night’s stay each year, including breakfast, to celebrate your work anniversary
• Global discounts across Accor hotels, restaurants, and experiences
• An additional paid day off during your birthday month
• Personalised reward program curated to suit your lifestyle
• Discounted onsite parking, secure bike storage, and convenienct access to public transport
• Walking distance to Broadbeach’s best dining, shopping, and coastline
• Leaders who invest in your development, coaching, and long-term career
• A global brand setting standards for French luxury hospitality

Apply now and shape the future of your hospitality career with Sofitel.
Current Australian working rights are required for this position.

Our commitment to Diversity & Inclusion:

We’re proud to be an inclusive employer that celebrates diversity in all forms. If you require adjustments during the recruitment process, we welcome you to let us know so we can support you.