Assistant Manager: Guest Experience & Team Leader (No Overnights)

Accor Apartments & Realty; Gold Coast City; Sur place; AUD 70 000 - 90 000; Plein temps

Résumé du poste

Accor Apartments & Realty on the Gold Coast is seeking an Assistant Manager - ALLRes to work with the Operations Manager, leading our reservation consultants toward exceptional guest experiences and higher Accor bookings.

You will guide the team in delivering outstanding service over phone and email, mentor staff, resolve escalated complaints, and drive integration of the ALLRes loyalty program while pursuing operational improvements.

Qualifications

• Proven track record in hotel, customer service, or contact centre setting.
• Experience in a supervisory role or strong aspiration to lead and mentor a team.
• Strong problem-solving skills and ability to work under pressure with flexibility.
• Intermediate proficiency in Microsoft Excel, Word and Outlook.
• Familiarity with Sihot or Cisco is advantageous but not required.
• Role offers a schedule with no overnight shifts; weeknights end by 7 PM; one weekend every six weeks.

Responsabilités

• Guide the team in delivering outstanding customer service by phone and email.
• Provide ongoing support, leadership and mentorship to reservation consultants.
• Address escalated customer complaints effectively with sound problem-solving.
• Lead integration of the Accor Live Limitless loyalty program within the team.
• Identify operational efficiencies and participate in change projects.

Connaissances

Customer service

Team leadership

Problem solving

Adaptability

Outils

Microsoft Excel

Microsoft Word

Microsoft Outlook

Description du poste

Accor Apartments & Realty on the Gold Coast is seeking an Assistant Manager - ALLRes to work with the Operations Manager, leading our reservation consultants toward exceptional guest experiences and higher Accor bookings.

You will guide the team in delivering outstanding service over phone and email, mentor staff, resolve escalated complaints, and drive integration of the ALLRes loyalty program while pursuing operational improvements.